Job Information
Wolters Kluwer Senior Sales Business Retention Representative - Customer Success Manager in Columbus, Ohio
The Customer Success Manager, Lippincott Solutions is responsible for driving the implementation of all Nursing Solutions products into existing and new accounts, ensuring a smooth customer transition from sale to implementation and assisting with training and rollout, working with reps to drive utilization and customer satisfaction and ensure maximum renewal and retention, and helping to drive new sales and awareness through targeted lead generation programs.
Activities include: maintaining, extending, and sharing knowledge of Lippincott products, ensuring optimal onboarding of new customers; driving increased rates of current customer usage and renewal of Lippincott Solutions products, providing exceptional customer service that maintains or increases current customer satisfaction levels; managing a database of customer contracts; working collaboratively with Field Account Executives to coordinate renewals and general leads, and representing Wolters Kluwer within the industry.
Lippincott Solutions for Patient Care | Wolters Kluwer (https://www.wolterskluwer.com/en/solutions/lippincott-solutions)
Essential Duties
• Maintains, extends, and shares knowledge of Lippincott Solutions products by attending and engaging fully in any available formal or informal training sessions.
• Ensures optimal onboarding of new customers by coordinating set up between customer service and customer to verify product configuration meets customer’s expectations, providing welcome kit and marketing collateral, providing training (e.g., in-person, live meeting, online, on-demand) and coordinating technology integration with technology teams as appropriate.
• Drives increased rates of current customer usage and renewal of Lippincott Solutions products by managing customer analytics including regular customer usage tracking, reporting, and analysis, and creating and presenting a monthly report to management on key metrics.
• Support sales growth from new and existing customers by participating in targeted, scheduled lead generation campaigns as directed by Sales Manager. This would include phone calls, email campaigns, and the potential of travel to conferences and exhibits.
• Provides exceptional customer service that maintains or increases current customer satisfaction levels by surveying customers at regular intervals and working collaboratively and directly with customers and internal resources to deliver solutions that exceed customer expectations and minimize customer impacts.
• Will work with Account Executives and Sales Manager to track and monitor upcoming renewals to ensure timely communication and coordination of renewal quoting and contracts.
• Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends and general business and financial acumen through various sources and initiative, communicating with customers in a compelling and articulate manner in both verbal and written conversations and presentations.
Qualifications
Education: Degree in Business, Marketing or related discipline preferred; OR, if no degree, 3 years of sales support or customer success experience.
Required Experience: 2+ years of sales support or customer success experience, including:
• Generating, analyzing, and presenting customer usage reports.
• Demonstrating proven track record of effective sales and customer support.
• Communicating clearly and professionally in person, writing, and by phone.
• Previous experience and proficiency hosting web-based meetings using Microsoft Teams, WebEx, or similar.
Preferred Experience: 3+ years of sales support of customer success experience, including:
• Previous experience preparing project plans for customers a plus.
• Working in a multiple-division organization assisting with a variety of customers using multiple products.
• Familiarity with the healthcare and/or nursing industry and hospital structure.
• Familiarity with online products and/or technology systems used in Health Care (i.e., Learning Management System, EHRs etc.).
• B2B Inside Sales Experience or equivalent Customer Success experience.
• Customer training experience a plus.
Tools:
• Microsoft Office Suite; proficiency with Word, Excel, PowerPoint, and Outlook required
• Salesforce.com experience a plus
Travel: Up to 20%, primarily domestic
#LI-Remote
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.