Implementation Specialist

About Us:

Elsevier is a global information analytics business that helps institutions and professionals' advance healthcare, open science and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education, including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group. With a wide range of technology jobs, commercial and business jobs, and graduate jobs, there is a part for everyone to play. We need talented people to help us inspire ground-breaking research. 

About Our Team:

The Clinical Solutions Customer Success Implementation team is focused on delighting our customers throughout their journey with Elsevier’s products. We are collaborative and supportive, with a focus on helping each other and continually innovating to better assist our customers. We are dedicated to ensuring a positive customer experience while driving successful product adoption and higher retention rates during the implementation of new customers.

About the Role:

The Implementation Analyst role involves providing top-tier implementation support to customers utilizing our products and manages implementation projects and helps clients implement our software at their organization. They provide guidance on goal-setting, best practices, and resolving complex product workflows while ensuring high levels of engagement and satisfaction. This customer-facing position requires interaction with various stakeholders, including clinical and administrative leadership, project managers, technical resources, and support staff. 

Job Responsibilities:

• Develop a deep understanding of product functionality, technical infrastructure, and integration capabilities

• Manage the entire implementation life cycle, create and organize project plans, facilitate weekly project calls, and be the customer’s primary point of contact for multiple projects simultaneously

• Serve as a subject matter expert, provide product education and address product-related questions for multiple audiences throughout the project

• Ensure customer satisfaction through effective communication, follow-up, and timely support

• Address and escalate complex customer requests and potential issues

• Act as a liaison between customers and internal teams (ex. Content, Commercial, Sales, Account Management, Technology, Product, UI/UX, Informatics, Customer Service, etc.), fostering strong working relationships

• Create customer-specific materials and suggest process improvements

• Collaborate internally to enhance documentation, update materials, and develop best practices

Requirements:

• Have Bachelor's Degree in Business, Computer Technologies, Health Administration, Education, or other related area.

• Be experienced in working in a customer focused environment

• Have demonstrated customer account management, project management, training and/or implementation experience with software solutions. 

• Have a minimum of 3 to 5 years of experience in training and/or education, customer success, healthcare or other related field.

• Have a basic understanding of IT systems engineering, databases, HL7 interfaces and EHR integration (ex. Epic, Cerner ), and Learning Management Systems (LMS)

• Highly organized and capable of managing multiple customer relationships, ensuring the highest levels of customer satisfaction

• Excellent presentation and communication skills, both oral and written, suitable for a variety of target audiences

• Able to work as a team player and be able to effectively collaborate within a large organization

• Be a highly motivated change agent and problem solver

• Travel as needed, up to 25%

Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working remotely from home and our office in a flexible, hybrid arrangement

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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