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Customer Success Manager (remote)

Date:  Nov 17, 2021
Location: 

Remote, MA, US, Remote

Company Name:  EBSCO Information Services

EBSCO Health is part of EBSCO Information Services (EIS), a division of EBSCO Industries Inc. 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. EBSCO is a company that will motivate you, inspire you, and allow you to grow.

The Customer Success Manager works with EBSCO’s Clinical Decisions customers to ensure meaningful usage, engagement, and high satisfaction with our products. The CSM collaborates with internal teams including sales, marketing, product management, editorial and others to develop effective, creative, and data driven approaches to engaging clinical users and increasing usage of our tools and solutions across the clinical workflow and care teams.     

 

Primary Responsibilities 

  • Monitor product usage against key performance metrics to gauge engagement and product uptake; identify risks and provide interventions as needed  

  • Grow and manage the customer solutions success portal; develop and maintain customer facing collateral, including user guides, integration guides, tutorials, and other engagement materials.   

  • Develop custom success and engagement plans 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.   

  • Provide proactive touchpoints and relationship management to key accounts; develop large scale communication and engagement plans to reach all Clinical Decisions customers throughout their EBSCO product life cycle.   

  • Work alongside Clinical Implementation team to support major implementation/onboarding projects, as needed. 

 

Requirements: 

  • Bachelor’s Degree (BA or BS)  

  • Understanding of clinical workflows and clinician challenges  

  • 2+ years of experience in customer engagement, marketing, support or related field  

  • 2+ years of experience in presenting technology, internet, or software application products to internal and external audiences and various levels of management  

  • Ability to travel occasionally. 

 

Preferred Qualifications: 

  • Experience writing and proofing copy, adhering to style guidelines, and using email distribution tools 

  • Experience working in medical software implementations or in a clinical environment  

  • Excellent communication and client interaction skills  

  • Technology acumen in order to triage and discuss customer integration questions   

 

Role-Based Competencies:  

  • Excellent communication, presentation, and writing skills  

  • Data analysis skills for reviewing customer usage and customer feedback  

  • Positive attitude & team player; Strong analytical abilities 

 

Cultural Competencies: 

  • Drive  

  • Positive Attitude  

  • Good Judgement  

  • Open Communication  

  • Collaboration  

  • Desire to Make an Impact  

  • Eager to Understand  

  • Accountable  

  • Decisive  

  • Team Player  

 

EBSCO Industries, Inc.is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), 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.

EBSCO complies 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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