Wolters Kluwer Customer Success - Consultant in Boston, Massachusetts

To reduce the variability that stands in the way of effective care, Wolters Kluwer Health solutions deliver clarity when and where it matters most. Our trusted medical evidence and technology solutions engage clinicians, patients, students, researchers, and the next generation of healthcare providers to drive more effective decisions and consistent outcomes across the continuum of care. Our proven solutions include learning and research, advanced clinical decision support, patient engagement, surveillance solutions and more. Learn more at www.wolterskluwer.com/health.

OVERVIEW

The Customer Success -- Consultant will be responsible for providing excellent and timely technical services to customers and sales managers based in the United States, Canada and possibly Latin America. This will include providing high-level technical pre- and post-sales assistance, product demonstrating and occasional training. In close cooperation with the Sales Directors and Sales Managers, the Customer Success -- Consultant assists in regional account planning and is assigned to technical projects and responsibilities with the goal of meeting the sales objectives of the region.

Location: Preference for candidates to be near to a Wolters Kluwer Health office; however, remote candidates will also be considered.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Aid in the creation of demonstration resources for software products and client-focused services

  • Provide occasional product training for customers

  • Assist in product training and orientation for new Sales staff

  • As a member of project teams, assist in the completion of tender/contract bid (RFP) documentation

  • Manage relationships with 3rd party and partner technicians as applicable

  • Document processes and procedures, including updates/changes

  • Occasionally test upcoming software releases and provide feedback to development/technology teams

  • Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases

Education: Bachelor's Degree or equivalent, relevant years of experience, preferably degree level in Library Sciences

Experience:

  • Experience with installation, configuration, integration and support of multi-user Electronic Library Applications and their associated databases

  • Experience with PC hardware, Microsoft applications and web browsers

  • Experience with supporting applications that are mission-critical and of high availability

  • Prior use of solutions that involve technologies/protocols such as CGI, z39.50, Open URL, Web/content servers (SharePoint, tomcat), HTTP, HTML, RSS, JavaScript, SOAP/XML and Web Services

  • General knowledge of Internet and network technologies and protocols. Ideally including knowledge of: FTP, Telnet, basic UNIX commands, authentication methods, and Firewalls.

  • In-depth knowledge of at least one database search interface

  • Some familiarity with authentication and firewalls

  • Basic understanding of UNIX commands

  • General knowledge of Web Services

Other Knowledge, Skills and Abilities:

  • A proactive nature

  • High accountability

  • Excellent communication, both spoken and written

  • Problem-solving

  • Highly-motivated and results-focused

  • Good project and time management skills

  • Articulate, well presented and comfortable in front of customers, peers and executive teams

  • Ability to foster a positive environment

  • Strong analytical skills

  • Flexible and supportive approach to teamwork

  • Knowledge of medical software technology/information

  • Professional experience in an STM Publishing company

Travel: Up to 40%

ABOUT WOLTERS KLUWER

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2017 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.

EQUAL EMPLOYMENT OPPORTUNITY (EEO)

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, 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.

INFORMATION

For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (4985) 4771.

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