Edtech.com's Summary

Elsevier is hiring an Implementation Specialist to deliver customer implementations of its clinical reference, patient engagement, and clinical workflow software for healthcare organizations. The role belongs to Elsevier's Customer Success team and leads each project from kickoff through go-live, including integration and access support, training, and adoption. It also acts as the main contact for customer leadership, IT teams, and executive sponsors on high-visibility accounts.

Highlights

Lead end-to-end implementations of Elsevier Clinical Reference and Decision Support, Patient Engagement, and Clinical Workflow products, from kickoff through go-live and adoption.
Build and manage project plans, milestones, and timelines across several concurrent, high-complexity implementations.
Troubleshoot complex product and integration issues as the subject matter expert on product functionality, access methods, and workflows.
Deliver virtual and on-site training and consultative support so customers can optimize product configuration and get more value from the software.
Serve as the escalation path and primary contact for stakeholders including customer leadership, IT counterparts, and executive sponsors, communicating status, risks, and resolutions.
Partner with Product, Technology, and subject matter experts to scope requirements, and recommend improvements to implementation methodology, tools, and training.
Five or more years of implementation, customer engagement, or consulting experience, ideally in healthcare or SaaS, including leading complex multi-stakeholder projects through go-live.
Bachelor's degree or equivalent experience, strong project management and presentation skills, and travel to customer sites up to 20% of the time; PMP certification, clinical or health system background, and AI fluency are valued.
Base pay of $71,600 to $119,400 with eligibility for an annual incentive bonus.

Implementation Specialist Full Description

Do you like collaborating across teams to deliver successful product implementation services for customers?

Do you enjoy working with cutting-edge technology solutions?

About our Team

As an Implementation Specialist, you are a part of the Customer Success team which is focused on delighting the customer. As a team we do this by providing critical product implementation, robust training and adoption programs, and commercial readiness / go-to-market support.

Overview

As part of Elsevier’s Customer Success team, the Implementation Specialist plays a critical role in delivering successful product implementations for our customers, including integration and access support, training, and adoption activities. This role drives high-visibility, high-complexity projects across Elsevier Clinical Reference and Decision Support, Patient Engagement, and Clinical Workflow products, ensuring a high level of service satisfaction and successful achievement of each customer’s unique goals.

The Implementation Specialist leverages expertise in SaaS solutions and product workflows to drive successful implementations. They coordinate project activities, manage internal and customer timelines, establish and track key milestones, and communicate project status, risks, and next steps to key stakeholders. They also provide best-practice, consultative support to help customers address workflow challenges, optimize product configuration and use, and realize greater value from Elsevier solutions. Building and nurturing value-based relationships and keeping the lines of communication open with our most demanding and high-profile clients will be crucial to success.

Responsibilities

Implementation Delivery

Lead end-to-end implementation of Elsevier's products for customer accounts, from kickoff through go-live and adoption.
Establish and manage project plans, milestones, and timelines across multiple concurrent, high-visibility implementations.
Serve as a subject matter expert, understanding product functionality, access methods and workflows, integration requirements, and the ability to troubleshoot and resolve complex product and implementation related challenges.
Provide virtual and on-site training and consultative support to help clients maximize adoption and value.
Champion customer satisfaction through responsive, transparent, and authentic communication.

Stakeholder Management & Escalations

Proactively manage client expectations and communicate project status, risks, and resolutions to internal and external stakeholders.
Serve as the primary point of contact and escalation path for key implementation project stakeholders, including leadership, IT counterparts, and executive sponsors.
Be a highly motivated change agent and problem solver.

Cross-Functional Collaboration

Partner with Product, Technology, and Subject Matter Experts to scope requirements and resolve workflow challenges, ensuring successful delivery of relevant products and functionality.
Collaborate with Customer Success leadership and relevant stakeholders to identify recurring risks and process gaps across implementations and recommend and drive improvements to methodology, tools, and training.

Requirements

Have 5+ years of experience in implementation, customer engagement/service, and/or consulting support, ideally within healthcare and/or SaaS environments.
Have proven experience leading complex, multi-stakeholder implementation projects from initiation through go-live.
Strong project management skills across cross-functional initiatives.
Be an effective problem solver able to navigate ambiguity within a matrix organization.
Have excellent verbal and written communication skills, including experience presenting to senior stakeholders.
Able to travel to customer sites as required (up to 20% of time).
Have a bachelor's degree or equivalent experience.

Valued Attributes

Project Management Professional (PMP) certification.
Clinical background and experience providing direct patient care or hospital/health system experience (Registered Nurse or similar)
AI (Artificial Intelligence) fluency, knowledge and experience.

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 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

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Health plan benefits
Employee Assistance Program
Retirement Benefits
Various Leave Programs
Educational Assistance
Disability, Life and Accidental Death Insurance
Paid Vacation
Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

U.S. National Base Pay Range: $71,600 - $119,400. Geographic differentials may apply in some locations to better reflect local market rates.

This job is eligible for an annual incentive bonus.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

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 or please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants.

We are 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.

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Implementation Specialist

Edtech.com's Summary

Implementation Specialist Full Description

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