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Client Trainer / Customer Success Specialist

Posted 23 Mar 2024
Work experience
3 to 5 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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An excellent permanent opportunity within the Customer Success Team of our Health, Learning, Research and Practice division. This role would be ideal for an experienced Trainer/Consultant (preferably with experience gained within the Library Sciences, Medical technology/information industry sector).

Reporting into the Manager, Customer Success for EMEA and working in close co-operation with the EMEA Associate Sales Directors and Sales Managers the Trainer/Customer Success Specialist will provide high-quality training (i.e. learning that focusses on using the product for specific purposes, traditional training, coaching, short form updates and learning on key features, long format learning on more complex use cases or features, tech sessions, etc.) and high level technical pre- and post-sales assistance.

He/she is ideally based in one of our European offices, i.e. either in London, Alphen (Amsterdam) or Berlin. However, other locations within Europe are also possible and can be discussed.

Responsibilities

  • Plan and manage the running of training courses on all relevant products for a wide range of users (both internal and external)
  • Maintain a high NPS as well as high response rates (survey/feedback)
  • Manage the production of tailor-made course material, which will disseminate product knowledge to all trainees. This training course material will be designed specifically for each course to facilitate the trainees.
  • Support self-service initiatives by contributing content for customer-facing and internal knowledgebases
  • Provide technical support to customers in both pre- and post-sales efforts
  • Maintain a deep technical understanding of Wolters Kluwer’s Ovid platform and other products and technology
  • Perform implementations (e.g. optimizing configuration) and integration projects (e.g. linking or authentication)
  • Work with the local sales managers to retain current customers via timely and proactive renewal procedures and implementation audits
  • Provide technical services/projects for customers
  • Technical account management for selected key-accounts for the Academic, Medical and Corporate markets
  • Manage the information flow from customers and partners, ensuring that bugs and enhancements are communicated to all concerned and fixed appropriately. Assist in the maintenance of and input to FAQs for software issues and bugs.
  • Assist in product training and orientation for new hires
  • Move from reactive support to proactive success
  • Onboarding – Nurturing – Renewing & Upselling

Requirements

  • University degree or equivalent, and/or degree level in Library Sciences
  • Fluent English is a must have plus a second language (Dutch, German and/or Eastern European languages) desirable
  • 3-5+ years of relevant experience
  • Software/product training experience within publishing or academia (Library Sciences, Medical technology/information, etc.)
  • SFDC experience desirable
  • Well organized self-starter, with the ability to quickly adapt to the changes and challenges in a very dynamic environment
  • Excellent presentation, communication, persuasive skills and customer facing skills – must recognize the importance of our service to the customer’s business
  • Excellent organizational, project management, and time management skills
  • Articulate, well presented and comfortable in front of customers, peers and executive teams
  • General knowledge of Internet and network technologies and protocols. Ideally including knowledge of: FTP, Telnet, basic UNIX commands, authentication methods, and Firewalls
  • Prepared to travel regularly within Europe (up to 40% depending on time of year and health/gov’t guidelines)

Our Offer

We offer you a position in a team-based, international, leading organization in thehealth information business arenawhere you will find straightforward communication, a fast-paced work environment with challenging projects, and a competitive salary package.

Wolters Kluwer is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

IT
Alphen aan den Rijn
10,000 employees