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Wolters Kluwer Customer Service Specialist- Customer Success in Norwood, Massachusetts

We are searching for a Customer Service Specialist-Customer Success. This person must be located in the Norwood area. We are open to remote employees, who are in the surrounding area.

Firecracker is an online education platform from Wolters Kluwer that is helping the next generation of medical students become physicians. This Customer Service Specialist-Customer Success will work closely with deans and faculty members at the most innovative medical schools in the world to ensure they maximize their experience with this powerful educational toolset within their academic setting.

The Customer Service Specialist-Customer Success is responsible for managing a number of relationships of our partner institutions. The Customer Service Specialist-Customer Success is Firecracker’s key point of contact for the partner enterprise client. He or she will frequently meet with the school’s stakeholders to discuss implementation, improvements and possible issues. This person will lead the overall strategy for the partnership, specifically ensuring that the institution’s programmatic goals are met through the practical application of Firecracker’s platform, looking for opportunities to expand our relationship, and continuously striving for increased student outcomes.

Responsibilities include, but are not limited to:

  • Partner Relationships: Work directly with Deans and Faculty at universities to implement and manage all contractual deliverables. Meet with the school on a weekly basis to discuss current and upcoming courses and assessments. Always ask for feedback and ways to improve the partnership.

  • Course Strategy: Develop and oversee the course alignment and assessment strategy based on the school’s requirements and curriculum. Work closely with Academic Operations and Content Team to deliver and main courses.

  • Course Management: Gather, maintain and build all courses and exams for partner institutions. Work directly with Manager and school contact to appropriately assign exam to students on a regular basis. Send reminders and engagement messages to students.

  • Product Strategy: Work directly with the product team by communicating synthesized learnings from our partners. Champion the needs of our institutional stakeholders and the unique needs of institutional students. Present our product vision and roadmap to our partners, gather feedback, and deliver into the product team.

  • Analytics: Expand our analytics framework and capabilities by identifying and meeting the data needs of our partners. Ensure those needs are surfaced in our institutional product suite and generate custom reports when necessary.

  • Product and Process Improvement: Help the academic operations and product team in gathering requirements for improvements and changes to the product and process.

  • Training: Plan and manage any training sessions both internally and externally. Create standardized training materials as needed.


  • 1 + year of working experience

  • Medical Education knowledge and experience preferred

Other Knowledge, Skills, Abilities or Certifications:

  • Excellent customer facing skills – must recognize the importance of our service to the customer’s business.

  • Team player – ability to develop working relationships within a team.

  • Excellent written and spoken communication skills – ability to express information in a clear, concise and accurate manner.

  • Ability to lead and motivate people.

Travel: This position could travel to clients, as needed, up to 10%


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.