Fast Facts

We are looking for an experienced Implementation Analyst to join our Customer Engagement Team, responsible for maximizing customer satisfaction with our Clinical Solutions suite of products through effective implementation, training, and ongoing support.

Responsibilities: Manage the entire implementation life cycle, provide product education, develop engagement plans, and handle complex customer requests to ensure satisfaction and successful product adoption.

Skills: Proven experience in customer account management, project management, and training with software solutions is essential, along with a collaborative and problem-solving mindset.

Qualifications: Bachelor's Degree in a related field and 3-5 years of experience in customer success or healthcare required.

Location: Home based in Georgia, USA, with up to 25% travel.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $70,000 - $95,000.

Implementation Analyst

Are you an experienced Customer Success Consultant with a proven track record of maximizing customer satisfaction?

About our Team

The Customer Engagement Team is part of the Clinical Solutions Customer Success organization, which is focused on delighting the customer. Our team implements and trains customers who purchase our Clinical Solutions suite of products, ensuring a positive customer experience while driving successful product adoption and higher retention rates.

About the Role

The Implementation Analyst is responsible for helping customers implement and engage with their licensed products. You will help customers identify objectives and measure success, share best practice suggestions for further workflow engagement of their products, and support resolution of complex product workflows. You will coordinate multiple projects, manage internal and external communication and consult with clients, while maintaining a high level of engagement and satisfaction.

Responsibilities

• Manage the implementation life cycle process for products purchased by customers
• Provide product education for multiple products and be viewed by the customer as a “subject matter expert” on those products
• Develop and manage engagement plans to further engage customers with licensed products and drive product adoption
• Successfully manage client expectations and responses to product-related questions
• Manage complex customer requests such as data extracts, mass assignments, lesson archives, etc. and ensure timely resolution.
• Work in collaboration with Product, Technology, and additional Subject Matter Experts to ensure relevant product and functionality assistance
• Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication
• Detect potential issues and implement solutions when challenges threaten to impact customer satisfaction
• Communicate authentically and build solid relationships with customer contacts

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 minimum of 3 to 5 years of experience in training and/or education, customer success or healthcare.
• Able to work as a team player and to effectively collaborate within a large organization
• Be a highly motivated change agent and problem solver
• Travel as needed, up to 25%

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 Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• 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.

-----------------------------------------------------------------------

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. Learn more about spotting and avoiding scams here.

Please read our Candidate Privacy Policy.

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.

USA Job Seekers:

EEO Know Your Rights.