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Clinical Customer Success Onboarding Manager (remote)

Date:  Aug 2, 2022
Location: 

Remote, MA, US, Remote

Onsite or Remote:  Remote
Company Name:  EBSCO Information Services

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 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

The Clinical Customer Success Manager--Onboarding (CSM) supports EBSCO’s Clinical Decisions customers which include, but are not limited to, hospitals, health systems, and medical schools.  The CSM works with customers and end users to implement our products in the clinical workflow and help customers realize the maximum value. This includes integration with Electronic Health Record systems, single sign on, clinical portals, Infobutton, and more.  The CSM will serve as the "voice of the customer" providing input on medical products, interfaces, and tools and facilitate handover to the Success team following the completion of a project. 

 

Primary Responsibilities

  • Work with EBSCO’s Clinical Decisions customers to develop and execute implementation projects for products including DynaMed, Dynamic Health, DynaMed Decisions and more.  
  • Drive product usage by integrating products into the clinical workflow, assist with custom set-ups, facilitate training, and develop promotional materials. This includes:
    • Connecting and fostering relationships with key decision makers at customer site
    • Working with technical departments for EHR integration, including toolbar links, single sign on, SMART on FHIR and HL7 Infobutton. 
    • Setting up product access via intranets & enterprise applications, i.e. SharePoint and mobile device managers (MDM).  
    • Communicating with IT teams & technical personnel for ongoing questions/troubleshooting and escalating issues internally to provide additional assistance as needed.
    • Engaging with users onsite through onsite and virtual training and education sessions
    • Seeing project to the defined end point and ensuring all deliverables have been met and documented.  
  • Maintain strong relationships with EBSCO, customer, and industry contacts to identify appropriate offerings and support for customers.
  • Provide input from the market for product development and marketing purposes
  • Monitor usage, customer feedback, and escalate concerns as needed. 

 

 

Required Qualifications

  • Bachelor’s degree or equivalent 
  • 5+ years interacting with EHR systems
  • 5+ years managing projects
  • Ability to travel 50% of time.

 

Preferred Qualifications

  • 3+ years working with clinical leadership including providing executive summaries and project updates
  • 3+ years working with clinical IT teams  
  • Experience with and understanding of the workflow of healthcare in clinic and hospital environments
  • Experience at working both independently and in a team-oriented, collaborative environment

 

 

COVID VACCINATION REQUIREMENT: As directed by Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, all current and newly-hired EIS employees in the United States are required to be fully vaccinated by January 18, 2022 or by their date of hire.
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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