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Customer Success Specialist – Southern Italy

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Wolters Kluwer

Oct 31, 2024

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Healthcare
  • Rome
  • Quick Apply

AI generated summary

  • You must be fluent in English & Italian, have a clinical background, project management skills, customer focus, remote training experience, and proficiency in Microsoft Office and CRM systems.
  • You will design and implement training strategies, manage projects, enhance product adoption, create onboarding content, analyze customer data, deliver training, and maintain CRM records.

Requirements

  • Fluent in English & Italian (written, reading and spoken)
  • Clinical/nurse background preferred – with good / some experience in customer success/ training in SaaS company
  • Strong project management skills
  • Some experience of working in a commercial / sales led environment
  • 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)
  • Willing and able to travel to customer sites (up to 60% travel – will vary by quarter)

Responsibilities

  • 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;
  • 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.

FAQs

What is the primary role of the Customer Success Specialist in Southern Italy?

The Customer Success Specialist is responsible for delivering training and implementation plans for UpToDate and related products, focusing on improving usage and adoption within clinical and academic institutions.

Is fluency in any languages required for this job?

Yes, fluency in both English and Italian (written, reading, and spoken) is required.

What type of background is preferred for candidates applying for this position?

A clinical or nursing background is preferred, along with some experience in customer success or training within a SaaS company.

Will the position require travel?

Yes, the role may require up to 60% travel to customer sites, which can vary by quarter.

What types of projects will the Customer Success Specialist manage?

The specialist will manage large-scale national and international projects related to training and product adoption.

What skills are emphasized for this position?

Strong project management skills, excellent communication and presentation skills, customer-focused attitude, and strong technical aptitude are emphasized.

What tools and systems should the candidate be familiar with?

Candidates should have excellent Microsoft skills in Word, Excel, and PowerPoint, as well as a general understanding of CRM systems like Salesforce.com.

What educational qualifications are required for this position?

A BS/BA Degree or equivalent is required for candidates applying for the position.

What kind of training will the Customer Success Specialist provide?

The specialist will deliver onsite and remote training to end users to increase product usage and awareness within institutions.

What type of materials will the specialist be tasked with creating?

The specialist will create customized and high-quality materials such as user guides, manuals, and email templates.

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Wolters Kluwer

When you have to be right

Technology
Industry
10,001+
Employees

Mission & Purpose

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.