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Job Summary The Implementation and Training Consultant is responsible for delivering high-quality technical services and support to customers and sales teams across Australia and New Zealand. This includes pre- and post-sales implementation of products, including Ovid, Ovid Discovery, and Lippincott platforms. The role supports customer sales, retention, and satisfaction through expert configuration, integration, and technical account management. Responsibilities Deliver technical implementation services during pre- and post-sales phases, ensuring customer satisfaction and identifying service opportunities. Collaborate with sales managers to support customer retention through proactive implementation audits and services. Configure and optimize Ovid solutions tailored to customer environments. Technical account management for key clients in academic, medical, and corporate sectors. Maintain accurate records of all activities and communications in the CRM system. Contribute to tender documentation and support technical exhibitions and demonstrations. Liaise with global teams to escalate and resolve software issues, and contribute to FAQs and knowledge bases. Maintain a deep technical understanding of WK and non-WK products and technologies. Design and deliver training sessions—both internally and externally—to enhance understanding and adoption of our products; formats may include in-person workshops, live virtual sessions, and recorded tutorials. Contribute to the development of engaging demonstration materials that showcase software capabilities and client-focused services. Promote Wolters Kluwer's presence through engagement with professional societies and user groups. Participate in industry exhibitions and events to provide expert technical support and represent Wolters Kluwer’s solutions. Support customers outside the ANZ region as needed, including occasional international travel. Perform other duties as assigned by the manager. About You: Minimum 3 years’ experience in SaaS implementation or customer success roles. Strong understanding of internet/network technologies and protocols. Proficiency with Windows OS, MS Office, and major web browsers. Excellent written and verbal communication skills in English. Bachelor’s degree or equivalent. Desirable: Experience with SaaS solutions in healthcare or medical research. Background in library sciences or clinical information systems. Familiarity with SSO and IP-based authentication. Technical skills in HTML, CSS, JavaScript, jQuery, PHP, or MySQL. Key Relationships Internal: APAC and Global Customer Success teams, Product Support, Product Management, Regional Sales. External: Key customers, distribution partners, professional societies, and user groups. Personal Attributes Strong presentation and communication skills, with the ability to explain technical concepts to diverse audiences. Proven ability to manage and complete technical projects independently. Highly organized, self-motivated, and data-driven. Collaborative team player with a proactive, problem-solving mindset. Willingness to travel regularly across ANZ and occasionally internationally. Excellent customer-facing skills and a strong service orientation. Initiative and creativity in finding innovative solutions to challenges. Our Values Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance. We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. Culture and Benefits We care for our people and as a part of that we offer: Flexible Working Arrangement –Work from Anywhere and Hybrid Working (promoting work life balance) Learning and Development opportunities Access to health and wellness programs Parental leave benefits that exceed legislative requirements The opportunity to work within a global organization with experienced leaders You can learn more about what we do by visiting our: Website : Wolters Kluwer Australia | Wolters Kluwer Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.