Wolters Kluwer is seeking a Technology Project & Program Manager to enhance customer satisfaction with their Nursing Education digital products. This role involves managing customer relationships, coordinating with Product Management, and ensuring the effective implementation of digital solutions for key accounts.
Responsibilities
- Developing a deep understanding of Nursing Education customers and their needs, particularly their day-to-day interactions with our digital products/solutions
- Coordinating with Product Management on customer interactions to ensure a shared, thorough understanding of customer needs and how they align to short- and long-term strategic goals
- Delivering clear, empathetic, and professional communication tailored to each key account, ensuring complex issues are explained effectively
- Tracking and reporting on customer satisfaction metrics at key partnership accounts
- Developing best product implementation strategies with for key customers, ensuring timely delivery and alignment with business objectives, including coordination with Digital Implementation Specialist and Integration Nurse team members for seamless onboarding to our products/platforms through structured planning, relationship management, stakeholder coordination, and proactive risk management
- Bringing excellent organizational skills and a laser-focus on customer service/insights to translate what customers have reported/requested into actionable/prioritized work for Agile/Scrum teams
- Owning the product development lifecycle/schedule by working with various Agile/Scrum teams to ensure that prioritized items are consumed/deployed in support of customer needs on the assigned products/platforms
- Being the “glue” in the product team who acts as a product’s “subject matter expert” for coordinating the investigation and resolution of customer issues across cross-functional internal teams (including, but not limited to, Product Management, Technology, Content, Sales, Sales Enablement, and Customer Success/Support)
- Performs other duties as assigned by supervisor
Skills
- College degree (BA/BS) or equivalent experience required
- At least 1-year experience in customer service/support, with exposure to digital product development (particularly with Agile/Scrum teams) or equivalent experience in working on products/solutions for educational/academic markets
- Superior communication and relationship management skills, including ability to facilitate customer communications (internal and external) and triage/troubleshoot customer escalations
- Demonstrated ability to remain professional and solution-oriented when managing time-sensitive or emotionally charged customer interactions, with a history of turning challenging situations into positive outcomes
- Strong project management skills, including ability to develop schedules, oversee work-in-progress, and implement risk mitigation strategies for efficient/effective solutions
- Ability to prioritize and act as a structured thinker who is able to see 'the wood from the trees'
- Demonstrated experience coordinating cross-functional teams to reach/exceed goals
- Experience in implementing best practice/standards in support of customer issues
- General knowledge of the Nursing Education market
- Experience with understanding Technology opportunities, constraints, and choices, and ability to articulate associated risks (and possible mitigation plans)
- Familiarity with Agile/Scrum principles and practices for Product Owners
- Exposure to digital products/solutions in the educational space (including testing/assessment products)
- Exposure to backlog software (e.g., Jira, VSO, Trello, Wrike) and communication applications (Slack, MS Teams, Salesforce, etc.)
Benefits
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave
Company Overview
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