Sr. Customer Success (open to Physicans, Nurses)

The Senior Customer Success Specialist plays a vital role within the Wolters Kluwer Health Division. Reporting to the Customer Success Manager, APAC, you will work closely with local sales and marketing teams to design and deliver strategic customer success, integration, and implementation plans tailored to each institution’s size, structure, and unique needs.

This is a Permanent Full-Time position, to be based in Shenton, Singapore (Hybrid working: work from office 2-3 days per week)

ABOUT THE ROLE

• Design and execute customer success awareness and training strategies across hospitals and academic institutions.

• Develop programs to drive product adoption and usage of Wolters Kluwer solutions.

• Build strong relationships with customers, identify clinical advocates, and lead clinical engagement initiatives.

• Manage large-scale national and international projects.

• Create engaging onboarding workflows (e.g., campaigns, videos, in-app messaging) and gather customer feedback (e.g., surveys, interviews).

• Analyze usage data to identify early warning signs and proactively address issues.

• Support the customer journey from onboarding through to retention, upselling, and cross-selling.

• Collaborate with communication and marketing teams to design tailored communication plans. Develop high-quality, customized materials (e.g., user guides, manuals, email templates). Deliver onsite and remote training to end users to increase awareness and usage.

• Cultivate relationships with key stakeholders to support internal awareness campaigns.

• Troubleshoot access and integration issues, and provide technical support for UpToDate and LexiDrug.

• Conduct “train-the-trainer” sessions to certify end users.

• Maintain accurate training records and update account contacts in our CRM (Salesforce.com).

ABOUT YOU

• Bachelor’s degree; clinical practice experience is essential.

• Experience in a SaaS environment with strong business acumen is an asset.

• Strong technical aptitude and understanding of EMR systems.

• Strategic Communication: High level of communication skills tailored to various audience needs.

• Customer Insight: Deep understanding of customer behavior and needs.

• Advanced Analytical Skills: Ability to deeply analyze performance metrics.

• In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.

• Customer Advocacy: Promote customer interests within the organization.

• Technical Proficiency: proficient in CRM software and support tools.

• Willing and able to travel to customer sites (up to 60% travel – will vary by quarter)