Implementation Specialist

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.

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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.

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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.

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

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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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