UpToDate, Inc.

Manage strategic customer relationships, oversee implementation projects, and drive product utilization to ensure customer success and renewal. | Requires 5+ years in SaaS customer success or account management, healthcare industry knowledge, and experience with clinical decision support products. | LOCATION: Hybrid – 8 days a month in the office (see locations listed on the posting) OVERVIEW The Customer Success Engagement Manager plays a high-impact role in managing strategy and product utilization across the Wolters Kluwer Health's Clinical Decision Support & Provider Solutions (CDSP) product portfolio. They serve as a trusted advisor for our largest and most strategic accounts and are responsible for optimizing customer outcomes to ensure alignment with the client’s clinical, operational, and strategic goals. They ensure strategic customer relationships are established and strengthened, drive product adoption and ensure utilization goals are achieved to maximize value realization, implementation projects are well-managed, communication plans are effectively designed and executed, and ongoing performance is managed. They work directly with Sales Account Managers to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved. Internally, this position contributes to the development of both internal and external best practices, participates in training and onboarding, and mentors teammates in their growth and development. RESPONSIBILITIES Customer Relationship Management Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success and renewal Act as CE liaison for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts Complete Executive Business Reviews (EBRs) to align on progress, ROI, and future opportunities in collaboration with senior management and Sales Develop and deliver compelling presentations and facilitate strategic, consultative discussions with key stakeholders Share best practices and encourage their adoption to maximize product value and outcomes Design workflows, trainings, and deployment plans to meet unique customer needs Win support for process and performance improvement plans related to customer success, product development, and service improvements based on strategic account feedback Work with customers to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support Manage and nurture relationships with key decision-makers and stakeholders across multiple departments (clinical, administrative, and executive levels) Develop a deep understanding of the strategic account’s goals, pain points, and long-term objectives to align WKH solutions with their needs Ensure the products deliver measurable value to the customer, while educating decision-makers and stakeholders on the tangible benefits being provided Build credibility with key stakeholders by delivering valuable insights and expert guidance, positioning yourself as a trusted advisor for strategic discussions and decision-making. Foster long-term relationships with both internal teams and customers, continuously working to deepen trust and collaboration. Build a wide network of internal champions for WK products and leverage these relationships to drive product adoption and customer satisfaction Implementation and Project Management Understand and uncover customer needs, initiatives, and deployment opportunities Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities with milestones and goals. This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration, and execution; training & onboarding; communication plans & digital programs; reporting, etc.) Assess internal resource needs and requirements for efficient and effective implementation Report on progress and effectiveness of plans to customer leadership and internal stakeholders. Identify and monitor potential risks to the customer relationship or satisfaction and proactively trigger escalation paths and develop remediation strategies when necessary Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training and best practices tailored to the needs of high-value accounts Ensure plan execution by direct contribution and oversight of assigned team members’ efforts, prioritizing efforts and resources for assigned customer portfolio. Ongoing Utilization Management Oversee and analyze customer utilization patterns to identify areas of risk, opportunity, and need Present insights that showcase how WKH solutions contribute to their goals Conduct utilization reviews with customer providing actionable insight into product usage and making data-driven recommendations for improvement Work with customers to re-engineer workflow processes where necessary Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns Identify cross-sell/up-sell opportunities by assessing customer needs and aligning additional products, services, or features that drive value and enhance their experience Implementation Scoping Advise sales team in establishing contract terms and pricing for the solution Collaborate with sales team in reviewing and finalizing implementation scope, timelines, and milestones Related Duties Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances Act and communicate professionally as a representative of the CE team Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs QUALIFICATIONS Education: Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended. Experience: 4+ years direct healthcare experience preferred 5+ years of experience in SaaS-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization Healthcare Landscape preferred In-depth knowledge of clinical decision support (CDS) products and is aware of the competition and market differentiators Deep understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows Comprehensive awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures Remain current on trends, regulatory changes, and innovations in the industry Act as a thought leader by sharing insights, whitepapers, and case studies with strategic accounts Other Knowledge, Skills, Abilities or Certifications: Excellent project management skills to track large, complex software implementations across multiple customer sites Familiarity with customer success platforms and CRMs Data-oriented, consultative approach to promote product utilization with customers Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives Superb presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams TRAVEL: approximately 30% - 40% About Wolters Kluwer Health's Clinical Decision Support & Provider Solutions (CDSP) Wolters Kluwer Health's Clinical Decision Support & Provider Solutions (CDSP)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. Wolters Kluwer Health's Clinical Decision Support & Provider Solutions (CDSP)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. #LI-Hybrid Our Interview Practices 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. Compensation: 97,000.00 - 170,050.00 USD This role is eligible for Bonus. Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

Provide technical customer support via phone and email, troubleshoot issues, document in CRM, and escalate as needed. | 2+ years in B2B technical service, strong communication, troubleshooting skills, CRM and Microsoft Office experience. | LOCATION: Hybrid - 8 days a month in the office:- Indianapolis IN or Hagerstown MD OVERVIEW You will enhance the customer experience by addressing technical issues and providing support. Your role will involve a mix of operational and administrative tasks, ensuring customers receive prompt and accurate solutions to their concerns. You will report to the Manager, Customer Service Operations. The shift will be 12:00pm ET – 9pm ET. Training for the first six weeks will be 8:00am ET – 5:00pm. RESPONSIBILITIES Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email Maintain or exceed quality performance metrics, including call monitoring scores Communicate and explain information and data to customers and other team members Utilize critical thinking Software testing to identify bugs and potential fixes Assume remote control over customers’ computers when necessary to resolve problems Escalate issues for resolution when warranted Works non-standard hours when necessary Performs other duties as requested by Manager This position does not involve programming or systems administration QUALIFICATIONS Education: 2+ years’ experience in a B2B technical service role or equivalent education Experience: Knowledge of technical customer service processes Excellent verbal and written communication skills Troubleshooting and solving technical issues (connectivity, hardware, and software) Working with professionals via phone and email Building rapport with co-workers and customers Gathering and analyzing customer data and user requirements. Integrating information from multiple sources quickly and accurately. Demonstrated ability to prioritize and manage multiple projects. Working in a fast paced, dynamic, and changing environment. Experience documenting information in a CRM system. Experience using an order fulfillment system. Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook TRAVEL: > 5% for occasional team meetings #LI-Hbrid Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700 If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.