Massachusetts Green Jobs

MassHire JobQuest Logo

Job Information

Wolters Kluwer Customer Success Specialist in Boston, Massachusetts

Essential Duties and responsibilities

Provide support to customers in both pre- and post-sales efforts. In each situation the aim is to meet and exceed customer expectations as well as be alert to commercial service and sales opportunities:

  • Create and deliver relevant, targeted product presentations and demonstrations

  • Maintain a deep technical understanding of Wolters Kluwer’s HLRP platforms, products and technology

  • Perform implementations (e.g. optimizing configuration) and integration projects (e.g. linking or authentication)

  • Work with the local Sales Managers to retain current customers via timely and proactive renewal procedures and implementation audits

  • Provide self-led proactive outreach to new and existing customers to initiate implementation of software and/or keep process flow going, including for training team opportunities

  • Collaborate across teams – Sales, Support, Marketing and others

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

  • Manage the information flow from customers and partners, including the escalation of bugs and submission of product enhancement requests to appropriate teams

  • Provide occasional product training for customers as well as training and orientation for new Sales staff

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

  • Documentation and knowledge-sharing:

  • document processes and procedures, including updates/changes

  • support self-service initiatives by contributing content for customer-facing and internal Knowledgebases/FAQs

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

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

Job Qualifications

Education –

Required: Degree level in Library Science, Healthcare or Medical or Clinical Research desired but not required

Experience:

At least 3-5 yrs experience with Configuration, integration and support of multi-user content, research and discovery platforms and their associated databases

Presenting and training users on electronic applications

Supporting applications that are mission-critical and of high availability

Prior use of solutions that involve technologies/protocols/syntax such as

  • Open URL,

  • Web/content servers (Ex. Sharepoint),

  • HTTP, HTML, RSS, JavaScript, SOAP/XML

General knowledge of Internet and network technologies and protocols, including authentication methods and Firewalls

In-depth knowledge of at least one database search interface

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

  • CSS, JSON

  • Knowledge of medical software technology/information

  • Professional experience in an STM Publishing company

  • Spanish speaking and writing a plus

Travel Requirements

Up to 20% depending on time of year and health/gov’t guidelines

Physical Demands

Those of a normal office environment; those involved in traveling to out-of-state locations; presenting and demonstrating in front of live audiences

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.

DirectEmployers