Technical Project Manager
8 months ago
Job Description
Our solutions make a difference - and so do our people.
Wolters Kluwer (WK) Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Its industry-leading solutions include UpToDate and a suite of offerings provided by Clinical Drug Information.
Clinical Drug Information provides an aligned medication decision support solution, including both EMR-integrated drug data using our “on-line drug screening solution called Medi-Span Clinical (MSC)” and point-of-care drug reference information “Lexicomp”.
We are seeing increasing demand for our MSC solution and in order to support the solution, we are seeking to hire a dynamic & energetic Implementation Services Specialist. To mirror client growth we will hire in Saudi Arabia.
In this role, your primary responsibility will be to manage internal and external expectations for MSC implementations, thereby increasing our ability to win new MSC opportunities, manage the implementation commitments and performance and retain MSC customers. This role will be deeply engaged in both new business and existing accounts and will be integrated with the outside sales team while also liaising with marketing, product management, customer service and implementation specialists. You will work closely with country heads and sales account managers to acquire new and retain existing MSC customers.
**Responsibilities**:
- Improving our implementation performance and effectiveness while helping the sales team increase our base of MSC customers. Your responsibilities will cover both pre-sales and post-sales activities for your assigned region
Pre-Sales:
- Serve as a technical product expert in support of the sales team’s efforts to build and progress their pipeline. This includes engaging with identified prospects to present and explain product capabilities and benefits, overcome objections and define implementation project needs and scope.
- Build an understanding of the local markets and key drivers for the solution, soliciting feedback from customers, gathering competitive intelligence, providing real time feedback to stakeholders to improve overall MSC business
- Support the activities related to MSC sales pipeline to ensure achievement of quarterly and annual, revenue sales targets, with timely and accurate reporting of pipeline, sales forecast
- Raise awareness of our MSC solutions through participation in customer engagements, marketing conferences & exhibitions
Implementation Scoping:
- Serve as an implementation project management expert and ensure proper controls on commitments related to implementation services. This includes responsibility for:
- Scoping all potential projects so that requirements are understood and defined to ensure customer expectations are met and internal resources are available
- Documenting customer needs and our commitments in Scopes of Work to be negotiated and executed with the customer by mutual agreement
- Coordinating internal reporting and pipeline reviews for teams and resources impacted by MSC implementation, mapping and product commitments
Broad Activities relating to Post-Sales:
- Working with our internal teams, you will ensure that implementation projects are managed and completed effectively, efficiently and to assure customer satisfaction.
- Collaborate closely with assigned implementation team to review project status
- Communicate proactively with the customer to manage their expectations and fulfilment of their obligations according to the established Scope of Work
- Escalate implementation issues, as necessary, internally with the sales organization and externally with the customer, focusing on positive resolution of identified issues
- Review existing status of customer’s MSC deployment; work with product unit to address any issues, gaps and thereby ensure high customer satisfaction.
- Report regularly on customer status and requirements to internal stakeholders
- Develop best practices, references from customer wins, case studies
**Requirements**:
- Minimum five years plus where you have delivered & owned complex Healthcare IT projects in health systems.
- Strong knowledge of EHR systems
- Proven enterprise sales support experience and ability to drive delivery of complex services/solutions with C-level stakeholders
- Knowledge of the Healthcare market, or experience in selling Healthcare IT solutions is desirable
- Excellent communication and interpersonal are essential
- Confident and able to deal with customers at all levels, and to demonstrate/present the value of solution to a diverse, target audience and articulate how these would benefit to healthcare provider(s) and its users
- Proven ability to build, develop and maintain a wide range of business relationships
- Commercially aware and with strong business acumen
- Independent, highly motivated with ability to
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