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.

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