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Customer Success Implementation Specialist

Date:  Jan 24, 2023
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.

 

EBSCO Clinical Decisions Implementation Specialist

The EBSCO Clinical Decisions Implementation Specialist serves as a liaison to the Sales Team in transitioning customers from pre-sale to post-sale, planning and managing the implementation of EBSCO Clinical Decisions products. The Specialist will be responsible for managing the initial setup and integration of EBSCO Clinical Decisions products into the customer’s clinical workflow. This role is vital to the quality implementation of EBSCO Clinical Decisions products to ensure access, usage, and ultimately contract renewal revenue.

 

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:
    • Working with technical departments for EHR integration, toolbar links, single sign on, SMART on FHIR, HL7 Infobutton, and Learning Management Systems.
    • 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.
    • Seeing project to the defined end point and ensuring all deliverables have been met and documented.  
    • Provide customized training as requested on Clinical Decisions products
    • Develop and maintain quality, branded training materials, educational videos, guided learning paths, and interactive learning guides for Clinical Decisions Products. This will include recording and editing video and audio content.
    • Advocate on behalf of customers, providing suggestions and feedback regarding product enhancements and improvements to improve product quality 
  • Provide input from the market for product development and marketing purposes
  • Monitor usage, customer feedback, and escalate concerns as needed. 
  • Maintain in-depth product knowledge, including understanding of future enhancements 

 

Skills

Requirements:

  • Bachelor’s Degree (BA or BS)
  • 3+ years of progressive experience in Support, Product Management, Sales or related field
  • 2+ years of experience troubleshooting system integration points such as IP Addresses, Firewalls, and other security constraints
  • 2+ years of experience in presenting technology, internet, or software application products to internal and external audiences and various levels of management
  • Excellent communication, presentation, interpersonal, and writing skills
  • Ability to travel 30%, additional travel as required

Preferred Qualifications:

  • Experience working in medical software implementations or in a clinical environment
  • Experience working with one or more Electronic Medical record systems
  • Technology acumen in order to discuss and outline integration technology requirements
  • Experience troubleshooting system integration points such as IP Addresses, Firewalls, and other security constraints
  • Experience developing eLearning video content using Camtasia or other similar programs 
  • Project management experience 

 

Target Annual Salary Range: $52,880. - $75,540 . The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location. EBSCO provides a generous benefits program including medical, dental, vision, life and disability insurance, flexible spending accounts, a retirement savings plan, paid parental leave, holidays and paid time off (PTO), as well as tuition reimbursement. View more about EBSCO’s benefits here: https://www.ebsco.com/about/benefits

 

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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