• Own technical onboarding for new customers, including cloud environment setup, demos, and implementations • Build scripts, configurations, and small technical solutions to accelerate time-to-value • Serve as the primary technical contact for a portfolio of enterprise customers • Run ongoing check-ins, QBRs, and executive reviews to drive adoption and identify risks • Troubleshoot and resolve complex issues with Support and Engineering • Own renewals and renewal forecasting for your book of business • Identify and qualify expansion opportunities (upsell, cross-sell, new use cases) • Partner with Account Executives on account planning and growth • Work with Sales Engineers during pre-sales and expansion cycles • Bring structured customer feedback to Product and Engineering • Help build scalable CS processes, playbooks, and documentation

Join rater8, voted a Great Place to Work™ by its employees since 2022! As our Implementation & Integration Specialist, you’ll be on the front lines, ensuring our cutting-edge product is seamlessly deployed for new and existing clients. This role manages the entire implementation lifecycle, meeting client needs, and delivering the excellent customer experience rater8 is known for. Join us and help drive growth as a rapidly growing healthtech innovator. What you’ll do - Be the Project Champion: Lead the full technical onboarding journey to bring new clients live, including implementation, setup, and ensuring a first-time service launch. Adapt communication style to match the technical prowess of the client contacts being worked with to ensure client satisfaction and efficient use of time. - Drive Seamless Integration: Partner directly with client IT contacts to analyze and implement system interfaces with PMs/EHRs. Proactively maintain existing interfaces and prevent/resolve outages to keep customer systems up and running. - Tier 2 Technical Support & Growth: Act as a higher-level technical resource for shared support tickets, efficiently troubleshooting and coordinating prompt resolutions. You will be proactive, with a clear desire to grow and take on more technical work. - Collaboration & Projects: Serve as a proactive bridge across rater8 teams (Sales, Client Success, Support, Finance, and Development) to ensure smooth handoffs and shared success. Take on quality-of-life process improvements and projects as time permits. - Communicate with Clarity: Keep clients and internal partners consistently updated with clear, proactive project status reports. - Elevate Our Process: Continuously identify and champion opportunities to refine our processes, contributing to rater8's best practice documentation. - Embrace other essential tasks as assigned. What you’ll bring We're looking for a driven, detail-oriented, self-starter who thrives in collaboration and on seeing implementation, integration, and projects through to success. If you have a passion for technology and client experience, you'll fit right in! - A background in Business, Information Systems, Project Management, or a related field (Bachelor’s degree preferred) or equivalent real-world experience. - 0 to 3 years of proven experience in software implementation, technical onboarding and integrations, project coordination, or a client success-focused role. - A versatile, self-managing critical thinker who is open, willing to learn, and has a strong desire to grow and proactively take on work, even when not explicitly assigned. - A solid grasp of software implementation and system integration processes—you know how things connect! - Outstanding communication skills, able to adapt your style to any audience when leading calls. - The ability to manage multiple projects simultaneously. - A natural technical aptitude and the excitement to quickly master new systems. - US Residents only. Must reside in the continental U.S., be authorized to work without sponsorship, and not reside in California. Preferred Skills - Bonus Points: Familiarity with Windows, Zendesk, SQL, and/or Postman. Compensation - The expected salary range for this position is $60,000 to $68,000 annually. Actual compensation will be based on a candidate’s skills, qualifications, and years of relevant experience. What You’ll Get - Smart, intellectually curious, creative, supportive, and overall awesome colleagues! - 100% remote, work from anywhere you have WiFi - Medical, dental, and vision benefits - Discounted pet insurance - Unlimited PTO after 60 days of employment - 401(k) after six months with company match - Competitive salary - Fast-track career advancement with a high-growth, Great Place to Work™ certified organization - rater8 is a “bring your own device” company, enabling you to work on your preferred operating system; we offer a WFH stipend to offset costs per company guidelines About rater8 rater8, the healthcare industry’s leader in reputation management, helps medical practices establish pervasive online visibility. The rater8 Visibility Engine (raVE) effortlessly gathers authentic reviews and real-time feedback from verified patients to drive sustainable practice growth, all with the support of award-winning customer service. Based in the United States, rater8 is a rapidly growing healthtech innovator, serving over 25,000 providers at practices and hospitals of all sizes and specialties, and providing unlimited career growth and pay opportunities for its employees. rater8 is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. rater8 participates in E-Verify. As part of this program,we provide ‘Notice of E-Verify Participation’ and the ‘Right to Work’ information to all employees.

As a Customer Success Associate, you will build upon your foundational skills to support and manage the customer lifecycle more comprehensively. You will take on a more proactive role in ensuring customers are engaged and satisfied, acting as an essential resource for troubleshooting and enhancements. Responsibilities: • Proactively support the onboarding process for new customers. • Address and resolve a broader range of customer inquiries and issues. • Assist with customer renewals and upselling opportunities. • Monitor and analyze customer performance and engagement data. • Provide intermediate-level training and guidance to customers. • Ensure implementation schedules, targets, and budgets are met. • Collaborate with internal teams on customer feedback to improve products/services. • Document detailed customer interactions and updates in CRM. • Identify potential areas for service/product improvement based on customer feedback. • Maintain and enhance strong client relationships. Skills: • Enhanced Communication: Improved verbal and written communication capabilities. • Intermediate Problem-Solving: Ability to tackle a wider range of issues. • Analytical Skills: Basic analytical skills to track and interpret customer data. • Technical-Technical Proficiency: Stronger understanding of products/services. • Advanced CRM: More proficient use of CRM tools for streamlined customer management. • Customer Focus: Deepened empathy and focus on customer needs. • Collaboration: Enhanced team collaboration and coordination. • Feedback Implementation: Ability to implement customer feedback effectively. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: $34,300.00 - $57,400.00 USD This role is eligible for Bonus. Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

Deine Aufgaben: - Führe, coache und entwickle das Customer Success Team - und hilf damit deinem Team (und unseren Kunden), ihr volles Potenzial zu entfalten - Übernimm die Verantwortung für den gesamten Customer Lifecycle - vom reibungslosen Onboarding bis hin zu erfolgreichen, langfristigen Partnerschaften - Entwickle datenbasierte Strategien, um Kundenbindung, Erfolg und Wachstum zu steigern - Erkenne Trends frühzeitig, handle schnell und verwandle Kündigungsrisiken in Erfolgsgeschichten - Arbeite eng mit Product, Customer Success Solutions und Marketing zusammen - Lass unsere Community durch Kundenevents und Austauschformate lebendig werden - Steuere Ressourcen und Budgets deines Teams effizient Das bist du: - Fundierte Erfahrung im Customer Success Management im SaaS- oder e‑Mobility‑Umfeld - Starke Führungserfahrung kombiniert mit Hands‑on‑Mentalität - Ein echtes Scale‑up‑Mindset - du bewegst dich gerne in einem dynamischen Umfeld, das schnell wächst und manchmal auch etwas chaotisch ist - Fließendes Englisch und Deutsch in Wort und Schrift - (Nice to have) Erfahrung mit Charge Point Management Systemen (CPMS) und/oder internationalen Kunden Das bieten wir: - Remote First: Ob Homeoffice, deutschlandweite co-working Spaces oder moderne Zentrale in Köln - wir decken alle Arbeitsformen ab. - Gut ausgestattet: Damit es dir im Homeoffice an nichts fehlt, stellen wir die passende Hardware zur Verfügung. Nach der Probezeit erhältst du zusätzlich ein Budget für ergonomisches Arbeiten von zu Hause. - Flexibilität: Bei uns kannst du deine Arbeitszeit flexibel gestalten: Mit einer Kernarbeitszeit von 9:00 bis 12:00 Uhr hast du Freiraum, um Beruf und Privatleben entspannt zu vereinen. Mit unserem Workation Worldwide Programm kannst du bis zu 60 Arbeitstage im Jahr ortsunabhängig arbeiten - jetzt weltweit innerhalb von ±4 Stunden zur deutschen Zeitzone. - ⁠Erholung & Auszeiten: Du profitierst von 32 Urlaubstagen pro Jahr. Zusätzlich sind Heiligabend und Silvester komplett arbeitsfrei. Mit unserem Culture Day kannst du außerdem einen für dich persönlich wichtigen Tag frei nehmen - ganz bewusst und individuell. - Firmenweiter Bonus: Unser Shared Success Plan stärkt eine gemeinsame Ergebnisorientierung, indem der Unternehmenserfolg transparent und fair mit allen geteilt wird. - Benefits à la carte: Mit Probonio gestaltest du deine Benefits jeden Monat neu: Nutze dein Budget für Essenszuschüsse, Kita-Zuschüsse, Gutscheine oder buche dein Urban Sports Club Abo - ganz flexibel per App. - Mobilität & Nachhaltigkeit: Über FINN JobAuto kannst du dein eigenes E-Fahrzeug zu attraktiven Konditionen leasen. Zusätzlich profitierst du von Bikeleasing. - Teamgeist: Unsere Teams treffen sich einmal im Tertial persönlich zu Brainstorming, Workshops und natürlich zu unseren beliebten Sommer- und Winterfeiern. - Gesund im Job: Wir unterstützen dich mit Urban Sports Club, Life Coaching Programmen und weiteren Angeboten, damit du fit und stressfrei durch den Arbeitsalltag kommst. - Dog-Friendly Headquarters: Dein vierbeiniger Freund ist im Büro herzlich willkommen -- bring deinen Hund einfach mit zur Arbeit! - Und noch mehr: 20 % Zuschuss zur betrieblichen Altersvorsorge, Zugang zu unserem attraktiven Rabattportal und viel Spaß(!) - "Spark joy together" ist nicht umsonst eine unserer Firmenwerte. Art der Beschäftigung Vollzeit, 40 Stunden, unbefristet Lust Teil des Teams zu werden? Du begegnest spannenden, abwechslungsreichen Aufgaben und Herausforderungen, denen du dich in einem kreativen Team stellst. Dabei hast du viel Spielraum, dich persönlich zu entfalten. Wir freuen uns auf deine Bewerbung! Alle Menschen sind bei uns willkommen, unabhängig von Geschlecht / geschlechtlicher Identität, Behinderung / Beeinträchtigung, Nationalität, ethnischer Herkunft, Religion / Weltanschauung, Alter, sexueller Orientierung. Hauptsache, du passt zu uns.