Wolters Kluwer

Customer Success Manager

• Lead customer onboarding, implementation, training, adoption, customer success, support, and service delivery across the PHT portfolio
• Provide executive leadership for customer-facing teams supporting Health Language, CSC, and Medi-Span
• Lead an organization of approximately 90 employees through multiple layers of management
• Directly manage Director-level leaders
• Drive customer retention, renewal readiness, revenue realization, and operational scalability
• Partner with Product, Sales, Marketing, Technology, Finance, and Content leadership
• Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives
• Own operational performance metrics supporting retention, adoption, implementation success, and delivery excellence
• Establish consistent service standards and delivery practices across business units
• Lead operational planning, process improvement, automation, continuous improvement, change management, and organizational transformation
• Build scalable operating models and standardize delivery processes
• Influence product roadmap and customer experience decisions using customer and operational insights
• Establish governance, metrics, and operating rhythms
• Lead leadership development, succession planning, organizational capability building, and talent development
• Build a culture of accountability, customer focus, collaboration, innovation, and continuous improvement
• Develop and retain high-performing teams supporting future growth and transformation

VP, Customer Success

Product Manager

• Define and own the multi-year product vision, strategy, and roadmap across the pharmacy health technology portfolio
• Ensure product strategy aligns with organizational, clinical, and commercial objectives
• Oversee the full product lifecycle from discovery through delivery and optimization
• Lead and develop senior product leaders, managers, and high-level professionals
• Partner with the Segment GM and executive team on corporate strategy and planning
• Represent product strategy in executive reviews, board discussions, and investor forums
• Drive digital transformation, growth strategy, and M&A evaluation initiatives
• Develop and operationalize responsible AI strategies, including generative AI, NLP, and intelligent search
• Identify opportunities for AI to improve clinical workflows, research productivity, and decision-making
• Ensure AI solutions are transparent, compliant, and clinically safe
• Lead next-generation platform initiatives focused on scalability, reliability, and user-centered design
• Partner with engineering, data, and design teams to deliver product releases on time
• Establish and monitor KPIs, success metrics, and adoption benchmarks
• Analyze market dynamics, customer needs, competitive developments, and regulatory shifts
• Lead voice-of-customer programs, advisory boards, and market research initiatives
• Conduct competitive analyses and market assessments
• Represent Wolters Kluwer as an external thought leader
• Develop go-to-market strategies and customer narratives with cross-functional teams
• Evaluate and support strategic partnerships and M&A opportunities
• Ensure products meet healthcare regulations, data privacy requirements, and clinical safety standards
• Establish governance frameworks and mitigate risk with legal, compliance, and clinical SMEs
• Own product-level P&L performance, revenue targets, investments, pricing, resource allocation, and cost management
• Lead budget planning, prioritization, and investment decisions
• Drive cross-functional execution and foster accountability, performance, and continuous improvement

VP, Technology Product Management

Support Engineer

• Resolve customer questions through phone, chat, and email for system or product issues
• Take ownership of customer cases from beginning to end
• Identify, resolve, and escalate issues when necessary
• Document customer interactions in the customer relationship database
• Participate in projects and process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data
• Perform other duties as assigned by the supervisor

Customer Service Technical Associate – Application Technical Support

Customer Support

• Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
• Identify and document resolution to reoccurring inquiries
• Cross-train on other products and systems
• Participate in projects and process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data
• Perform other duties as assigned by supervisor

Customer Service Technical Associate – Tax Content

Chief Marketing Officer

• Provide strategic and operational marketing leadership across the Pharmacy & Health Technology portfolio, including Medi-Span, Health Language, Clinical Surveillance Solutions, and future growth initiatives
• Serve as senior marketing leader for the PHT segment and member of the PHT Leadership Team
• Translate business strategy into integrated go-to-market plans
• Lead annual and quarterly marketing planning aligned with revenue goals, sales priorities, and pipeline targets
• Drive customer acquisition, retention, cross-sell, and expansion opportunities
• Own Marketing's contribution to pipeline generation, opportunity creation, and revenue growth
• Partner with Sales and Revenue Operations to improve targeting, lead management, funnel performance, and commercial effectiveness
• Establish KPIs, monitor performance, communicate results, and implement corrective actions
• Analyze customer needs, buying behaviors, market dynamics, and competitive trends across healthcare markets
• Strengthen positioning, messaging, value propositions, and market differentiation with Product Marketing
• Lead demand generation, account-based marketing, customer marketing, digital campaigns, webinars, events, thought leadership, and other growth initiatives
• Develop event strategies supporting pipeline generation and reputation impact
• Lead, coach, and develop a high-performing marketing team
• Build cross-functional relationships and represent Marketing in leadership discussions
• Manage marketing budgets, agencies, vendors, and resources
• Drive simplification, operational excellence, and continuous improvement across marketing processes and workflows

Director, Marketing – Pharmacy & Health Technology Segment

Manager

• Lead, coach, and develop a team of fulfillment professionals responsible for high-volume Service of Process and compliance workflows
• Establish expectations for productivity, quality, accuracy, service levels, and customer experience
• Monitor performance and provide feedback, coaching, and support
• Manage staffing, workload distribution, priorities, and capacity
• Manage daily intake and receipt of legal documents and Service of Process
• Ensure work is received, processed, scanned, reconciled, routed, and delivered accurately and on time
• Monitor scanning quality, workflow, service commitments, and turnaround times
• Provide hands-on operational support when needed
• Maintain operational accuracy and quality; identify risks, recurring issues, and improvement opportunities
• Verify end-of-day totals and reconcile incoming, completed, and outgoing work
• Resolve discrepancies with SOP Support and Reconciliation teams
• Implement corrective actions and ensure operating controls, procedures, and compliance requirements are followed
• Manage interactions with process servers and serve as an escalation point
• Partner with Service, Sales, Product, Technology, Compliance, SOP Support, Reconciliation, and Offshore Operations
• Analyze trends and implement process improvements for efficiency, quality, scalability, and customer satisfaction
• Oversee the Centralized Entity Selection Team, including data entry and rejected Service of Process review
• Oversee vendor-work reviews, entity selection verification, rejection correspondence, and rejection trends
• Identify root causes and improve entity-selection accuracy

Manager, Fulfillment

Sales

• Manage and process high-complexity orders and advanced order management
• Develop highly detailed and customized customer quotes
• Ensure the integrity and accuracy of sales data in the CRM system
• Design and lead advanced product training programs for sales teams and partners
• Plan and execute significant sales events and promotional activities
• Resolve high-complexity customer inquiries and issues
• Create comprehensive sales activity reports and dashboards
• Collaborate with multiple departments to enhance sales processes
• Oversee extensive sales documentation
• Provide expert-level administrative support and mentorship to junior sales associates

Sales Support Coordinator

Strategy

• Identify and diagnose high-value AI transformation opportunities
• Partner with functional leaders, process owners, frontline subject-matter experts, Finance, Data, Technology, HR, and other stakeholders
• Conduct business and process diagnostics to identify bottlenecks, costs, delays, capacity constraints, quality issues, risk, and lost revenue
• Define meaningful business and operational KPIs and establish credible performance baselines
• Gather, reconcile, and analyze information across multiple sources
• Identify data gaps, limitations, and assumptions and develop pragmatic measurement approaches
• Build transparent, driver-based models quantifying revenue growth, productivity, capacity, cost reduction, quality, risk, customer impact, and employee experience
• Develop Year 1 and longer-term value estimates, operating costs, investment requirements, and net business impact
• Develop and challenge rigorous business cases for priority AI opportunities
• Pressure-test assumptions and compare opportunities to support leadership prioritization
• Support build/buy/partner analysis
• Design measurement approaches for pilots and scaled deployments
• Compare realized results with expected performance and diagnose variances
• Determine whether initiatives should be scaled, modified, paused, or stopped
• Aggregate opportunity analyses into an enterprise AI value view
• Provide leadership with fact-based perspectives and executive-ready decision materials
• Lead analytical workstreams from problem definition through recommendation
• Develop frameworks, templates, benchmarks, and analytical tools for consistent AI opportunity evaluation
• Capture learnings and improve value-realization methodology and operating routines

Associate Director, Corporate Strategy – Enterprise AI Transformation

Data Engineer

• Define, govern, and evolve enterprise data architecture supporting analytics, reporting, operational intelligence, artificial intelligence, and emerging data-driven capabilities
• Develop and maintain the enterprise data architecture roadmap
• Establish target-state architectures for analytics, reporting, AI, and operational workloads
• Lead Microsoft Fabric architecture and governance, including OneLake, Lakehouse, Data Warehouse, Fabric Data Factory, semantic models, and security
• Define standards for dimensional modeling, Data Vault, fact and dimension design, and slowly changing dimensions
• Establish ETL/ELT architecture standards across Azure Data Factory, Fabric Data Factory, SSIS, and Pentaho
• Create governance frameworks for data quality, lineage, metadata, security, privacy, and compliance
• Define AI-ready data architecture patterns and support AI, machine learning, and generative AI initiatives
• Conduct architecture reviews, mentor engineers, and establish reference architectures
• Promote Specification-Driven Development and architecture-first practices
• Define and execute enterprise data architecture strategy
• Establish Microsoft Fabric as the strategic analytics platform
• Create reusable architecture patterns and improve enterprise data quality, governance, security, and reliability
• Standardize warehousing, ETL/ELT, and analytics architecture practices
• Enable scalable AI and advanced analytics solutions
• Lead modernization from legacy environments to Microsoft Fabric
• Work on a team leading adoption of Microsoft Fabric and AI-enabled data engineering capabilities

Lead Application & Data Architect

Content Marketing Manager

• Work closely with one or two physician deputy editors to drive progress in an assigned medical specialty
• Maintain frequent contact and develop relationships with external specialty authors, editors, and peer reviewers
• Document content developments and workflows in the proper databases
• Ferry content through the editorial process
• Style and format original manuscripts
• Review and track graphics and coordinate with Graphics and Permissions teams
• Send content to external contributors for review, set deadlines, and follow up to ensure timely responses
• Incorporate contributor revisions for specialty deputy editors to review
• Proofread, check links and references, and finalize topics and graphics for publication
• Ensure content is error-free and consistent with UpToDate's style guidelines
• Address editorial tasks in a timely manner
• Track progress toward annual goals and provide accurate monthly reports on completed and in-process work
• Prepare for and lead specialty meetings with deputy editors to review pending items and discuss next steps

Content Editing Associate

Business Intelligence Analyst

• Own the data and analytics strategy for the DnA team in FCC, spanning applied machine learning, analytics, and GenAI
• Provide scientific and technical leadership for production data science systems operating at enterprise scale
• Own the quality, confidence, and integrity of data and AI outputs used across customer-facing and regulatory products
• Establish standards for explainability, traceability, validation, and audit-readiness of AI-driven outcomes
• Drive organizational understanding of data, entities, signals, taxonomies, and domain behavior
• Ensure decision science solutions balance accuracy, scale, cost, and risk while remaining commercially viable
• Enable product differentiation and velocity through reusable analytics, AI platforms, and shared capabilities
• Support data monetization and external distribution through APIs and strategic partner integrations
• Define and govern enterprise-grade data quality, monitoring, and AI lifecycle practices
• Partner with Product, Engineering, and IT leadership to align data science outcomes with business and compliance priorities
• Build, mentor, and scale senior data science talent, setting the technical and cultural bar for the organization

Director, Business Intelligence – Data and Analytics

• Manage multi-jurisdictional search and filing requests
• Manage the entire order process from initial client inquiry through processing, invoicing, and follow-up
• Conduct UCC/lien searches and prepare and review reports
• Review search results from vendors, correspondents, and jurisdictions
• Manage complex customer inquiries and convert inquiries into actionable orders
• Provide mentorship and support to junior associates
• Build and maintain client relationships through excellent customer service
• Oversee accuracy and quality of services and products
• File UCC financing statements/amendments and record documents
• Assist with client account setup and maintenance
• Maintain internal reference materials
• Maintain up-to-date knowledge of industry trends and company products

Senior Customer Service Representative

Director

• Partner with Sales on top TAA accounts and largest opportunities
• Shape deal strategy to maximize ACV/TCV and win probability
• Act as a trusted advisor to account teams and senior customer stakeholders
• Support negotiation strategy and value-based pricing
• Build robust, data-driven business cases for strategic deals
• Quantify customer impact across revenue growth, cost optimization, productivity and automation gains, and risk mitigation and compliance
• Translate WK TAA solutions into clear financial and operational outcomes
• Develop and deliver C-level narratives for CFOs, Heads of Tax, Heads of Accounting, and CIOs
• Lead executive discussions on investment rationale, ROI and payback, and strategic impact
• Align finance, tax, accounting, and IT stakeholders
• Identify and remove barriers to closing
• Improve win rates, deal velocity, and pipeline conversion
• Support account planning and growth strategy
• Equip sales teams with value-based proposals, ROI models and financial tools, and messaging frameworks
• Coach account teams on value-based selling
• Partner with Sales, Product, and Marketing
• Provide insights on customer value gaps and market needs
• Drive adoption of value-based selling across TAA