Clinical Customer Experience International Director - Wolters Kluwer Health
Core
Oversees the end-to-end customer lifecycle for Wolters Kluwer Health's international segment, leading a unified team of Customer Success, Value Creation, and Clinical Advisory functions to drive value realization and sustained growth.
Role type
Senior Director, International Customer Experience
Builds
Unified global customer success operating model and value realization frameworks for the International Health Division
Domain
Healthcare technology / Clinical information management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic leadership, cross-functional alignment, customer lifecycle management, value realization strategy, global team management, stakeholder engagement, data-driven decision making, business growth strategy
Preferred skills
Experience in healthcare technology, multi-disciplinary team leadership, international market expansion, clinical advisory integration
Responsibilities
Lead the unified International CX team to ensure alignment and execution of the end-to-end customer lifecycle strategy; Define and oversee the enterprise framework for value realization including success metrics and governance structures; Act as the central connection point between Customer Success, Product, Operations, Marketing, Sales, and Value teams; Coach and develop high-performing teams to elevate value-focused conversations; Oversee the collection and analysis of customer and market insights to inform strategic decision-making; Identify and communicate opportunities for upsell and cross-sell to support pipeline acceleration.
