Senior Customer Success Specialist - Health Tech

TheSenior Customer Success Specialistplays a vital role within theWolters Kluwer Health Division supporting the product portfolio ofUpToDateandLexiDruginTaiwan Hong Kong and Macau. Reporting to theCustomer Success Manager APAC you will work closely with local sales and marketing teams to design and deliver strategic customer success integration and implementation plans tailored to each institutions size structure and unique needs.

This is a Permanent Full-Time position to be based in Taiwan (work from home). #LI-Remote

More information at Health Clinical Effectiveness UpToDate and LexiDrug

ABOUT THE ROLE

• Design and execute customer success awareness and training strategies across hospitals and academic institutions.

• Develop programs to drive product adoption and usage of Wolters Kluwer solutions.

• Build strong relationships with customers identify clinical advocates and lead clinical engagement initiatives.

• Manage large-scale national and international projects.

• Create engaging onboarding workflows (e.g. campaigns videos in-app messaging) and gather customer feedback (e.g. surveys interviews).

• Analyze usage data to identify early warning signs and proactively address issues.

• Support the customer journey from onboarding through to retention upselling and cross-selling.

• Collaborate with communication and marketing teams to design tailored communication plans. Develop high-quality customized materials (e.g. user guides manuals email templates). Deliver onsite and remote training to end users to increase awareness and usage.

• Cultivate relationships with key stakeholders to support internal awareness campaigns.

• Troubleshoot access and integration issues and provide technical support for UpToDate and LexiDrug.

• Conduct train-the-trainer sessions to certify end users.

• Maintain accurate training records and update account contacts in our CRM ().

ABOUT YOU

• Bachelors degree;clinical practice experience is essential.

• Experience in aSaaSenvironment with strong business acumen is an asset.

• Strong technical aptitude and understanding of EMR systems.

• Strategic Communication: High level of communication skills tailored to various audience needs.

• Customer Insight: Deep understanding of customer behavior and needs.

• Advanced Analytical Skills: Ability to deeply analyze performance metrics.

• In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.

• Customer Advocacy: Promote customer interests within the organization.

• Technical Proficiency: proficient in CRM software and support tools.

• Fluent inEnglish and Mandarin(written and spoken);Cantoneseis a plus.

• Willing and able to travel to customer sites (up to 60% travel will vary by quarter)

WHAT WE OFFER

• Great compensation package

• Medical Insurance benefit for employee and family

• Learning and Development Program

• Flexible working hours to improve work life balance

• Paid Leave and volunteer leave

• Wellness Program

ABOUT US

Wolters Kluwer reported 2024 annual revenues of5.9 billion. The group serves customers in over 180 countries maintains operations in over 40 countries and employs approximately 21600 people worldwide. The company is headquartered in Alphen aan den Rijn the Netherlands.

More at .

Equal Opportunity Employer

Wolters Kluwer 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 any other protected status.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.