Customer Success Specialist - Coordinator

This is a hybrid position, working in the Chicago office two days a week (Tues/Thurs) and remote the other three days.

Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.

CE's mission is to improve care worldwide. To achieve this vision, CE has strived to deeply understand the challenges facing clinicians and provider organizations as they evolve their workflow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.

The Customer Success Coordinator is a key contributor within the NA Customer Success team to monitor the health of low touch customers, triage case requests submitted by the Sales and Customer Success teams and coordinate the documentation of standard operating procedures.

Essential Duties

• Data Analysis/Customer Utilization Management
  • Oversee customer utilization and product utilization performance.
  • Analyze customer utilization patterns to identify areas of risk, opportunity and need.
  • Conduct utilization reviews with Customer Success and Sales to provide insight to utilization and making recommendations for improvement.
  • Document customer risk action plans through case requests in Salesforce
  • Partner internally on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns.
• Standard operating procedure documentation
  • Identify and document new SOPs as part of the business evolution.
  • Review, maintain and update Customer Success SOPs on a regular cadence.
• On-going support

• Management of internal renewal-driven digital marketing campaigns in collaboration with CS, Sales, Digital Marketing
• Support customer with ad-hoc advisory and utilization support
• Develop Salesforce reports and dashboards to report progress, barriers, and risks to leadership.
• Complete ad-hoc projects.

Other Related Duties

• Establish positive, collaborative relationships with internal cross-functional team members even under difficult or escalated circumstances.
• Act and communicate professionally as a representative of the CE team.
• Respond quickly and appropriately to questions, needs, and requests and coordinate resources to meet those needs.
• Performs other duties as assigned by supervisor.

Job Qualifications

Education

High School Degree with relevant experience or Bachelor's degree required, Business Health Administration preferred.

Experience

• Excellent project management and organization skills with the ability to track large volumes of cases and requests.
• Data-oriented, consultative approach to identifying high risk customers and create cases with actionable next steps.
• Proven ability to quickly establish rapport with all levels of personnel.
• Superb oral and written communication skills
• Salesforce experience, preferred.

Travel Requirements

5-10% travel

#LI-Hybrid

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