Job details

VP Customer Experience (Remote/HIT/SaaS)

Wolters Kluwer Clinical Effectiveness (CE) is looking for a VP, Customer Experience leader with demonstrated strategic thinking and executive leadership capability and acumen to help guide and align best in class sales effectiveness strategies. Reporting to the President and CEO of CE, the incumbent in this role will build, evangelize, and deliver a world-class customer experience function, in support of delivering incredible value to our customers.

The incumbent will focus on strengthening practices related to the delivery and use of our products. Primary goals will be to 1) increase the use and value recognized from use of our products, 2) support our customers with high levels of service, 3) derive insights from product data to support deeper customer relationships and help direct product enhancements, and 4) lead the development and streamlining of processes to deepen workflow integration of our products.

The incumbent is a key member of the CE executive team who contributes to the vision, value proposition and overall strategy of the business unit.

Essential Duties and Responsibilities:

Lead, define, and communicate customer engagement/customer success strategy globally
Collaborate with relevant stakeholders across multiple functions to define, develop, and institutionalize best in class customer experience
Lead product usage data strategy, partnering with Engineering to unify reporting platforms and incorporate reporting capabilities into our product roadmap
Oversee a customer support practice that is both effective and responsive, while proactively identifying opportunities to improve product capabilities or internal processes to reduce case volume
Drive innovative approaches to customer implementations that support increased customer satisfaction and more effective product utilization across the CE product portfolio
Evolve implementation practices and services to support product innovation and new technology, accelerating time to value and lightening customer lift
Provide visibility into and insights from our products’ use as well as measuring impact derived from that use
Proactively identify and address risk in customer relationships through data, team process and collaboration across functions
Lead Sales support teams to empower sales through data, process, and training

Other Duties:

Establish a unified vision and collaborative work environment among diverse groups. Lead, mentor and coach existing team members to build high-performing teams at all levels
Establish performance goals and support staff in their professional development; provide ongoing feedback
Ensure you have the right talent in place to deliver on your plan; recruiting new talent as needed
Ensure the team is aligned through KPI reporting and regular qualitative check ins
Ensure the team is executing effectively through regular goal reviews and monitoring of KPIs
Other duties as assigned

Education:

Bachelor’s degree in related field or equivalent experience
Advanced degree or MBA is a plus

Required Experience:

Minimum of 15 years of implementation, services and/or customer success experience, including 5+ years in a leadership position
5 years of experience in healthcare/HIT (Health Information Technology) strongly preferred
Knowledge and experience with CRMs, specifically Salesforce
Proven success driving implementation strategies and plans, developing clear KPIs and expectations to drive growth and innovation
History of addressing the needs of a large multi-product portfolio that serves the needs of multiple customer personas
Strong analytical skills and experience transforming a vision into an operational plan
Excellent communicator with an ability to inspire teams and individuals
A collaborative leader that can draw cross-functional teams together to execute common goals and ambitions
High accountability, integrity and high standards
Experience with sales support, sales processes, and sales enablement, understanding of sales operations a plus
Experience in B2B recurring revenue models and B2C models is a plus

Behavioral Competencies / Personal Characteristics:

Presence – Executive presence, working effectively with senior leadership at Wolters Kluwer, but able to roll up his/her sleeves and work effectively with all levels of the organization
Strategic Focus – The ability to see the whole picture and implement the changes today that will lead to the integrated, efficient organization desired in the future
Commitment – A trusted partner to the Executive Team and the broader, organizational leadership team
Communication – The ability to plan and deliver oral and written communications that are impactful and persuasive with their intended audiences. Everyday skills that allow for open and honest communication across the team and organization. Articulate with the ability to generate enthusiasm within the organization
Business Acumen – Ability to perform with insight, acuteness and intelligence, a business builder with a hands-on management style and a high sense of urgency
Outstanding Work Ethic and Passion – A person with the highest moral and ethical standards, who can be relied upon to always act in the best long-term interests of the company. A personality that embraces and is excited by a challenge
Strong interpersonal skills – Must be able to lead a multi-disciplinary group that is geographically distributed, inspiring action and passion on behalf of customers

Travel Requirements - Up to 30% travel

Physical Demands - Work is typical of a normal office environment. As the business is global, sometimes calls/meetings will take place outside of typical local office hours.

If you are a dynamic and results-driven customer experience professional with a passion for driving growth and improving efficiency, we encourage you to apply for this exciting opportunity.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.

Compensation:

Target salary range CA, CT, CO, NY, WA:: $203,900 - $262,150

By Wolters Kluwer

Wolters Kluwer is dedicated to the investment of everyday success of the individuals and organizations we serve in over 180 countries. Every day, our customers face decisive moments that impact the lives of millions of people and shape tomorrow’s ...

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FUNDING

Public

INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

10000+

LOCATION

Hybrid, based in Alphen aan den Rijn, Netherlands

DATE POSTED