Implementation and Training Consultant

Overview

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.

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