Senior Customer Success Specialist

3 weeks ago

Riyadh, Saudi Arabia Wolters Kluwer Full time

Customer Success Specialist - Saudi Arabia

UpToDate®, part of Wolters Kluwer Health, is an evidence-based, physician-authored clinical knowledge system which clinicians trust to make the right point-of-care decisions. With more than 6,800 world-renowned physician authors, editors and peer reviewers - we use a rigorous editorial process to synthesize the most recent medical information into trusted, evidence-based recommendations that are proven to improve patient care and quality. More than 1.5 million clinicians in 185 countries and almost 90% of academic medical centres in the U.S. rely on UpToDate, and more than 85 research studies confirm UpToDate’s widespread usage and association with improved patient care and hospital performance, including reduced length of stay, adverse complications and mortality.

The International Customer Success specialist plays an invaluable role within the Clinical Effectiveness organisation, working closely with the local sales and marketing teams, to deliver strategically designed training, and implementation roll out plans, based on each institutions size, structure, and unique needs. This role will focus on UpToDate (UTD) all its related products and Lexicomp Online (LCO) Drug reference tool in the Saudi Arabia region. On occasion, some international travel to other regions may be required.

Reporting into the International Customer Success Manager, your responsibilities will include:

- Design effective product training strategies, and plan the roll out to various facilities, to include clinical departments within hospital and academic institutions
- Develop effective programs to improve usage and adoption of CE Products
- Managing large scale national and international projects
- Build engaging onboarding workflows (Campaigns, Videos, InApp Messaging) and collect customer feedback (surveys, interviews, etc.)
- Analyse data with view to identify early warning signs within customer usage
- Support customers journey through onboarding, adoption, retention, cross and up sells
- Design tailored communication plans in collaboration with communication, marketing departments of our customers
- Identify opportunities to integrate CDS resources into EMR systems at customer sites
- Deliver onsite and remote training to end users to increase usage and awareness within each site
- Develop, and strengthen, relationships with multiple key contacts and influencers who can support, promote, and coordinate awareness campaigns within each site
- Address issues and access challenges, and provide technical support for integrations of UTD & LCO
- Overcome barriers and problem solve resistance to training and awareness generating activities
- Participate in train the trainer programs to certify end users
- Maintain accurate training reports, and account contact updates for head office via our CRM system
- Performs other duties as assigned.

**Requirements**:

- Fluent in English & Arabic (written, reading and spoken).
- Clinical/nurse background preferred - with good experience in customer success/ training in SaaS company
- Strong project management skills
- Customer focused attitude with the ability to build rapport at all levels within the customer
- Experience with remote training and e-learning
- Educated - BS/BA Degree or equivalent
- Excellent communication and presentation skills
- Self-starter, highly organized with ability to prioritize work efficiently and effectively
- Strong technical aptitude and understanding of EMR environment
- A team player and able to work independently when needed
- Willing and able to travel to customer sites (up to 60% travel - will vary by quarter)

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