Immediately Hiring

Senior International Customer Success Specialist in Dubai
Wolters Kluwer

Senior International Customer Success Specialist

Found in: Talent AE - 2 days ago


Dubai, United Arab Emirates Wolters Kluwer Full time

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 UAE and the rest of the Middle East. 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

Create customized and high-quality materials and content (user guides, manuals, email templates) 

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

Requirements:

Fluent in English (written, reading and spoken), Arabic would be a bonus

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

Excellent Microsoft skills using Word, Excel and PowerPoint, as well as a general understanding of a CRM system (Salesforce.com)

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)

A valid driver’s license



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