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Customer Success Manager-EBSCO Clinical Decisions

Date:  Nov 6, 2021
Location: 

London, ENG, GB, 100

Company Name:  EBSCO HealthDecision

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are too, we encourage you to explore our unique opportunities.

Clinical Solutions Implementation and Success Specialist

Exempt

Full-time

Remote- Located in UK, covering UK, Ireland & Nordics

 

The Implementation and Success Specialist plays an invaluable role within the Clinical Solutions team responsible for a variety of tasks associated with implementing and supporting EBSCO’s Clinical Decisions products and customers. The Implementation and Success Specialist will work closely with sales, marketing, product management, editorial and other internal teams to develop effective, creative, and data driven approaches to fulfil identified customer objectives, engage clinical users and increase usage of our tools and solutions across the clinical workflow and care teams.   

 

Primary Responsibilities

 

Implementation and Project Planning

  • Develop and maintain effective project plans with identified scope, deliverables, milestones, and goals aligning with customer requirements and priorities.
  • Co-ordinate execution of project plan tasks, activities and resources to ensure product awareness and adoption, including;
    • access planning,
    • configuration and EMR/LMS systems integration,
    • customer training and onboarding,
    • communication plans and
    • reporting on progress and effectiveness to customer and internal stakeholders.
  • Communicate customer feedback to product management teams, monitor and escalate product issues when necessary.
  • Identify cross-sell/up-sell opportunities for sales teams.
  • Demonstrate Clinical Decision products at pre-sales presentations, conferences, internal and industry events.

 

Customer Success

  • Collaborate across internal teams to maintain the health of assigned accounts, effectively managing customer expectations, supporting success and renewal.
  • Monitor and analyse customer utilisation against key performance metrics to identify areas of risk, opportunity and need.
  • Develop custom success and training strategies for key accounts to follow their onboarding and implementation process; maintain transparency across internal sales, success, and support teams to ensure the customer has a seamless journey with EBSCO. 
  • Grow and manage the customer solutions success portal for the region’s customers; develop and maintain customer facing collateral, including user guides, integration guides, email templates, tutorials, and other engagement materials.  
  • Develop, and strengthen, relationships with multiple key contacts and influencers who can support, promote, and coordinate awareness campaigns within each site.
  • Be the regional “voice of the customer” and partner internally to create and provide proactive and targeted customer communications including lifecycle marketing and thought leadership campaigns.

 

Experience:

  • Direct healthcare experience, preferably in a project manager, customer success or IT role
  • Demonstrated analytical, technical and creative problem-solving skills with good attention to detail.
  • Excellent oral and written communication, project management, PowerPoint, remote training and presentation skills essential.
  • Understanding of clinical environment and workflows.
  • Customer focused with well-developed ability to influence and establish rapport at all levels.

 

Cultural Competencies:

  • Drive
  • Positive Attitude
  • Good Judgement
  • Open Communication
  • Collaboration
  • Desire to Make an Impact
  • Eager to Understand
  • Accountable
  • Decisive
  • Team Player 

 

Required Qualifications

  • Bachelor’s Degree (BA or BS), preferably in Healthcare or IT related field.
  • 5+ years of experience in a customer facing role.
  • 5+ years of project management experience, including presentation experience.
  • Excellent command of written and spoken English, Word, Excel and PPT
  • Ability to travel minimum of 50% of the time, local and international.

 

Preferred Qualifications

  • Experience working with large, complex medical software implementations.
  • 3+ years of experience working with medical customers or in a clinical environment.
  • Experience troubleshooting system integration points such as IP Addresses, Firewalls, and other security constraints.

 

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


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