Customer Success Engagement Specialist

OVERVIEW Join Wolters Kluwer Health as a Customer Success Engagement Specialist, where you will be pivotal in driving strategies that improve product utilization within our Clinical Decision Support & Provider Solutions (CDSP) portfolio. In this role, you will act as a trusted advisor for our key accounts, focusing on enhancing customer outcomes and aligning our solutions with their clinical, operational, and strategic objectives. Your main goal will be to cultivate strong relationships, promote product adoption, and ensure clients obtain the utmost value from our innovative offerings. Working in tandem with Sales Account Managers, you will proactively identify and address customer needs, enhance satisfaction, and support renewal initiatives. You will also contribute to best practices development, participate in training and onboarding processes, and mentor colleagues for professional growth. KEY RESPONSIBILITIES Customer Relationship Management Collaborate closely with the Sales team to maintain and energize your assigned accounts, effectively managing expectations and driving customer satisfaction. Serve as the primary liaison for customer executive leadership, overseeing project planning, execution, implementation, and product utilization. Conduct Executive Business Reviews (EBRs) to discuss project status, ROI, and future opportunities with stakeholders. Create engaging presentations and lead impactful discussions with key stakeholders. Share and implement effective practices that maximize product value, tailoring workflows, training, and deployment plans to meet specific customer requirements. Champion process improvements driven by feedback from strategic clients. Set and monitor utilization goals in partnership with customers, utilizing reports and client input for better tracking. Nurture relationships with key decision-makers across various departments to deeply understand their goals and challenges. Educate stakeholders on how our products deliver measurable value, positioning yourself as a trusted advisor. Build lasting relationships internally and externally to promote collaboration and trust. Implementation and Project Management Identify and assess customer needs and opportunities for deployment. Lead the planning and execution of comprehensive project plans, coordinating tasks across multidisciplinary teams. Assess internal requirements to refine and improve implementation processes. Provide regular updates on project progress and effectiveness, proactively identifying risks and developing mitigation strategies. Guide Customer Success Specialists in executing activities tailored to high-value accounts. Ensure successful execution of plans by overseeing team efforts and managing resources effectively. Ongoing Utilization Management Monitor and analyze customer utilization patterns to identify both risks and opportunities. Deliver insights that showcase how our solutions meet customer goals. Conduct regular utilization assessments, providing actionable recommendations for enhancement. Collaborate with customers to refine workflow processes as needed. Partner with marketing to develop communication strategies, including engaging outreach campaigns. Identify opportunities for cross-selling and up-selling by aligning solutions with customer needs. Implementation Scoping Provide guidance to sales teams on contract terms and pricing structures. Assist in finalizing implementation scopes, timelines, and milestones. Related Duties Establish strong and collaborative relationships with customer representatives, even in challenging situations. Act as a professional and communicative representative of the Customer Engagement team. Respond promptly and efficiently to customer inquiries, coordinating resources to meet their needs. QUALIFICATIONS Education: Bachelor's degree required, preferably in Business or Health Administration. An advanced degree or equivalent experience is a plus. Experience: 4+ years of direct experience in healthcare is preferred. 5+ years in SaaS-based Customer Success, account management, or related fields with a focus on strategic customer engagement. Understanding of the healthcare landscape is preferred. Familiarity with clinical decision support (CDS) products and knowledge of market differentiators. In-depth understanding of the healthcare industry, including medical devices and regulatory procedures. Awareness of the challenges faced by healthcare organizations, such as enhancing patient outcomes and compliance. Stay informed on industry trends and regulations, sharing insights and resources with clients as a thought leader. Skills: Exceptional project management skills with a track record of managing complex software implementations. Familiarity with customer success platforms and CRMs. A data-driven, consultative approach to enhancing product utilization. Ability to build rapport with personnel, including C-suite executives. Excellent presentation and communication skills for effective engagement with diverse stakeholders. TRAVEL: Approximately 30% - 40% required. About Wolters Kluwer Health's Clinical Decision Support & Provider Solutions (CDSP) Wolters Kluwer Health's CDSP organization is a leading healthcare information technology provider, dedicated to enhancing clinical care. Our team of medical and technology experts collaborates to deliver advanced clinical decision support solutions that improve clinical effectiveness and empower healthcare professionals to provide optimal patient care. Our mission is to enhance care globally, and we strive to understand the challenges faced by clinicians and provider organizations as they navigate evolving workflows amidst regulatory changes while delivering high-quality outcomes. Compensation: $97,000.00 - $170,050.00 USD. This position is eligible for a bonus. Compensation varies based on location and is influenced by skills and experience; your recruiter will share further details during the hiring process. Additional Information: Wolters Kluwer offers a comprehensive benefits package, including Medical, Dental, & Vision plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance, Vacation, Sick Time, and Paid Parental Leave. EQUAL EMPLOYMENT OPPORTUNITY: Wolters Kluwer U.S. Corporation and its subsidiaries are Equal Opportunity/Affirmative Action employers. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Created: 2026-03-04