The Consulting Associate Director works directly with our Sentri7 Drug Diversion customers and Customer Success Managers to optimize use of the application, collaborates with our Clinical Affairs Team in support of these customers and shares customer and industry feedback with our product management team.

The Consulting Associate Director work will include technical consulting such as product implementation, integration or optimization projects, as well as business-solutions consulting including the analysis of client's current business objectives, business processes to meet client's needs. The Associate Director will provide subject matter expertise and industry presence.  The Consulting Associate Director will contribute expert consultative value for internal and external initiatives in conjunction with individual contributors, Wolters Kluwer leadership, and other stakeholders. The Associate Director will provide strategic direction and assistance to Sentri7 Drug Diversion Customer Success Managers to support customer optimization and retention strategies. Exercises considerable creativity, foresight, and judgment in conceiving, planning, and executing on initiatives. Contributes to the development of functional strategy for customer satisfaction and retention.

Essential Duties and responsibilities

Maintain Subject Matter Expert (SME) knowledge level in field of drug diversion while maintaining expert knowledge in healthcare security, federal/state/local government, law enforcement, and other related industries to maximize effective integration of Wolters Kluwer product offerings.Maintain SME knowledge of Sentri7 Drug Diversion capabilities and functionalityCollaborate with Customer Success Managers and leadership to develop and execute on customer retention strategies to meet and exceed retention targetsBuild relationships with key decision makers and influencers at Sentri7 Drug Diversion customersDevelop and assist in execution of customer engagement process to drive customer satisfaction, engagement and willingness to serve as a reference siteWork with Marketing as a thought-leader in Drug Diversion and participate in industry events and tradeshows, webinars and publicationsEngage in all phases of customer relationships, participating cohesively with related teams with Wolters Kluwer, from pre-sales through service delivery.Contribute to setting the direction for industry-leading consultative function.Leverage industry expertise to initiate dialogue with valuable customers and prospects through creation of white papers, case studies, presentations, and other relevant pursuits.Assess and establish customer-facing “best practice” methodology, training, and education.Plan and execute customer on-site assessments, training, and consultation.Collaborate with Clinical Affairs and Customer Success Teams to define the people, process and technology elements required for a successful drug diversion program with clearly defined milestonesShare customer feedback and industry knowledge with product management for ongoing product enhancements

Job Qualifications

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Education:

Bachelor’s degree in criminology, Public Health, Healthcare Administration, Information Systems, or related discipline required. Master’s degree preferred

Experience:

15+ Years of Experience in healthcare, drug diversion, privacy, criminal justice, homeland security, emergency management, or related disciplineMinimum of 2 years experience in a customer facing role leading engagement and retention effortsIndustry knowledge in healthcare, regulatory compliance, drug diversion, criminal justice, government, homeland security, cybersecurity, or related field.Knowledge of HIPAA, GDPR, CJIS, DEA, and other state and federal regulations required.Ability to speak at a high level to workflows, regulations, and other industry elements of customer concern or need.Track record in leadership and staff development.Ability to manage multiple projects or initiatives.Comfort in working in complex customer environments, with various customer needs and expectations.Experience consulting and leading customers toward valuable outcomes, providing deliverables that result in customer loyalty.Self-motivated with customer-experience focusAbility to work under pressure, meet deadlines, and adapt in competitive environment.

Other Knowledge, Skills, Abilities or Certifications: 

Experience with Salesforce.comExpertise in healthcare and the drug diversion space