Senior Customer Success Specialist - Health Tech

Job description

Ready to combine your clinical expertise, relationship-building skills, and passion for healthcare technology in a role that makes a real impact? As a Senior Customer Success Specialist, you will work closely with healthcare leaders, clinicians, and administrators across Australia and New Zealand, helping leading hospitals, healthcare organisations, and academic institutions maximise the value of Wolters Kluwer's trusted clinical solutions , including UpToDate , LexiDrug , Expert AI .

Reporting to the Customer Success Manager, APAC, you will serve as a trusted advisor to customers, lead strategic onboarding and implementation initiatives, support customer retention efforts, and act as an escalation point for complex issues. You will collaborate closely with Sales, Solutions and Marketing teams to deliver tailored success plans that meet each institution's unique goals and requirements. This is a Permanent, Full-Time position, to be based in Bourke Street, Melbourne, with a hybrid working model of 3 days working from home per week. #LI-Hybrid

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

Clinical practice experience is essential. 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)

ABOUT US

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. More at www.wolterskluwer.com . Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy.

As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance. We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. Culture and Benefits We care for our people and as a part of that we offer: Work with market-leading healthcare technology solutions.

Be part of a high-performing and growing APAC sales organization. Make a meaningful impact on healthcare quality and patient outcomes. Competitive salary, commission plan, and benefits. Career development and advancement opportunities within a global organization. Flexible Working Arrangement – Work from Anywhere and hybrid working (promoting work life balance) Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts.

Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.