Wolters Kluwer

Senior Customer Operations Specialist - Pharma Solutions Division of Wolters Kluwer

 

Wolters Kluwer Pharma Solutions, a division of Wolters Kluwer, provides the very highest level of critical, global, pharma intelligence to life science professionals and the pharmaceutical industry, offering the broadest range of: proprietary data and analytic capabilities, complete marketing and publication services, and unparalleled information products and consulting.

 

The Senior Customer Operations Specialist serves as a leader and subject matter expert (SME) on several data types, applications, delivery mechanisms, and or client applications. The Senior Specialist role can take on several different areas of responsibility within Customer Operations however this position is always in a lead capacity. This role is a critical link between all internal business units such as Product Management, Project Management (PMO), Application Development, Service, and External Data Providers and/or Clients. Working in a fast paced dynamic environment, the Senior Customer Operations Specialist will lead projects, analyses, and staff on complex data, system or delivery problem resolution. Functions as an expert in researching, resolving and documenting highly complex client inquiries and/or business issues. A Senior Specialist is a lead contributor in the development lifecycle for their assigned areas, business applications, products, and/or client deliverables in support of the Business Development Plan (BDP).

 

The Senior Customer Operations Specialist drives the development of training programs and presents training material to internal and external users. Acts as a mentor and fosters learning-oriented, positive and collaborative environment. Provides expert knowledge and creative solutions for customer base.

 

Responsibilities:

 

• Authority in root cause data analysis.

• Expertise in relational database structures.

• Strong collaborator and demonstrates highly developed communication skills, including group facilitation.

• Facilitates change management across internal/external business units.

• Identify training needs and support the development, implementation and facilitation of curriculum to target audience.

• Experience in production environments; responsible for downstream processes and impacts to end users and clients.

• Resolving complex issues/inquiries and driving improvements.

• Design, create and maintain documentation such as process flows, user guides, standard operating procedures, checklists in SharePoint, Knowledge Repository, etc.

• Lead process improvements and act as advocate for business.

• Act in a team lead capacity.

• Exceptional multitasking, prioritization, and organizational skills.

• Experienced in adhering to deadlines; identifying, managing and reporting risks to appropriate management.

• Ability to motivate others and foster positive work environment.

• Knowledge of healthcare data and its influence on Pharma's decision making process (i.e targeting and compensation, market growth, patient studies, etc.)

• Solid knowledge of Software Development Life Cycle, developing test cases, executing User Acceptance Testing and ensuring successful implementation.

• Experience working with healthcare affiliations, associations, programs (i.e. AMA, NCPDP, FDA, Medispan, FDB, CMS, Medicare and Medicaid) understanding and disseminating learned knowledge.

• Seasoned Subject Matter Expert for WKPS/HA specific products or areas of focus (i.e Prescriber Payer, DCA, SNR, PhAst, Facts or Dimensions).

Minimum:

3 years’ experience with Microsoft Office (Excel, Access, Word) skills and technical aptitude to work in mainframe and open systems environments.

 

Preferred:

• Proficient in mainframe and/or open systems platforms using QMF, TSO, SAS, JCL, and SQL.

• Experience in executing User Acceptance Testing and bug identification.

  http://www.wolterskluwer.apply2jobs.com/ProfExt/index.cfm?fuseaction=mExternal.showJobRID=7035CurrentPage=1

About Wolters Kluwer:

Wolters Kluwer is a market-leading global information services company. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer’s leading, information-enabled tools and solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.

Wolters Kluwer has 2009 annual revenues of €3.4 billion ($4.8 billion/£3.0 billion), employs approximately 19,300 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America. Wolters Kluwer is headquartered in Alphen aan den Rijn, the Netherlands. Its shares are quoted on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

Visit our website, YouTube or follow @Wolters_Kluwer on Twitter for more information about our customers, market positions, brands, and organization.

Wolters Kluwer offers a competitive compensation and benefit package including 4-weeks of paid time off (1st year), 12 paid holidays, and a generous profit sharing program.

We are an equal opportunity employer and committed to a diverse workforce.