Requires in-depth conceptual and practical knowledge of theories and principles within Customer Success and applies general knowledge of business and industry practices.
Working independently under minimal guidance carries out a full range of professional duties and solves moderately complex problems.
Exercises judgment based on the analysis of multiple sources of information.
Contributes to a smooth customer on-boarding process, ensuring an easy introduction for the customer from the outset.
Participates in the post-sales customer lifecycle (on-going assistance, customer renewals, product improvements, up- and cross-selling) to maintain customer loyalty and customer satisfaction.
Tracks customer performance, promotes engagement between the customer and product(s).
Fosters optimal product usage and may train customers on product use.
Ensures that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are met according to contractual agreements.
Works with customers to cultivate future project initiatives, collaborates with services/support sales teams on new service initiatives.
Maintains a clear understanding of client- requirements, building and maintaining strong client relationships.
Exercises judgment based on the analysis of multiple sources of information.
Leads team projects or project steps within a broader project or has accountability for ongoing activities or objectives.
Uses advanced analytical, technical and problem solving skills to adapt policies and programs and develop models to support small projects or the team.
Responsibilities:
Design effective product launch/onboarding & training strategies to improve usage and adoption of UTD and Lexicomp, working clinical departments within hospital and academic institutions.
Deliver engaging onsite and Live online (remote) training to end users to increase usage and awareness within each site.
Contribute significantly to team projects and customer retention strategies. Partner with sales/support teams for complex customer solutions.
Ability to interface with customer contacts at all levels, to develop and strengthen relationships with multiple key contacts and influencers who can support, promote, and coordinate the promotion and use of our products.
Uncover and address access challenges and resolve any technical barriers to usage. Provide highly specialized troubleshooting and problem resolution.
Develop detailed documentation and reports on customer interactions.
Provide highly specialized troubleshooting and problem resolution. Manage escalated customer inquiries.
Provide consistent account feedback and market data to the sales, marketing and product teams. Identify and execute opportunities for customer experience improvements.
Regularly monitor customer performance and engagement metrics.
Maintain accurate account and engagement activity reports for territory month end reporting.
Support the product knowledge enablement of our channel partners.
Performs other duties as assigned.
Provide mentorship and guidance to junior team members.
Skills:
Strategic Communication: High level of communication skills tailored to various audience needs
Customer Insight: Deep understanding of customer behavior and needs.
Clinical insights: Clinical point of view from clinician experience.
Advanced Analytical Skills: Ability to deeply analyze performance metrics.
Technical Troubleshooting: Proficiency in resolving advanced technical issues.
In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.
Leadership: Ability to provide guidance and mentorship to peers.
Customer Advocacy: Promote customer interests within the organization.
Technical Proficiency: Advanced skills with CRM software and support tools.
Requirements:
Fluent in English (written, reading and spoken) and Japanese
Clinical background- with good experience in training/training/strategic planning.
Experienced with remote training and e-learning
Educated - BS/BA Degree or equivalent
Excellent communication and presentation skills
Self-starter, highly organized with ability to prioritize work efficiently and effectively
Strong technical aptitude Excellent Microsoft skills using Word, Excel and PowerPoint, as well as a good understanding of a CRM system (Salesforce.com, SalesLogix or similar)
A team player and able to work independently when needed
Willing and able to travel to customer sites (average 60% travel – will vary by quarter)
A valid drivers license
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Top Skills
What We Do
Wolters Kluwer (www.wolterskluwer.com) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Founded in 1836 and headquartered in Alphen aan den Rijn, the Netherlands, the company serves customers in over 180 countries, maintains operations in over 40 countries and employs 18,600 people worldwide. Wolters Kluwer reported 2019 annual revenues of €4.6 billion. Listed on Euronext Amsterdam, Wolters Kluwer shares (WKL) are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
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