Implementation Specialist
About The Position
As part of Elsevier’s Customer Success team, the Implementation Specialist delivers product implementations for customers, including integration and access support, training, and adoption activities. The role drives high-visibility, high-complexity projects across Elsevier Clinical Reference and Decision Support, Patient Engagement, and Clinical Workflow products, with the goal of providing a high level of service satisfaction and helping customers achieve their goals. The Implementation Specialist applies expertise in SaaS solutions and product workflows to coordinate project activities, manage internal and customer timelines, establish and track milestones, and communicate project status, risks, and next steps. The role also provides consultative support to address workflow challenges, optimize product configuration and use, and help customers realize value from Elsevier solutions. Building value-based relationships and maintaining communication with demanding, high-profile clients are important to success.
Requirements
- At least 5 years of experience in implementation, customer engagement/service, and/or consulting support; healthcare and/or SaaS experience is ideal.
- Proven experience leading complex, multi-stakeholder implementation projects from initiation through go-live.
- Strong project management skills across cross-functional initiatives.
- Effective problem-solving skills and ability to navigate ambiguity within a matrix organization.
- Excellent verbal and written communication skills, including experience presenting to senior stakeholders.
- Ability to travel to customer sites as required, up to 20% of the time.
- Bachelor's degree or equivalent experience.
Nice To Haves
- Project Management Professional (PMP) certification.
- Clinical background and experience providing direct patient care or hospital/health system experience, such as Registered Nurse or similar.
- Artificial intelligence fluency, knowledge, and experience.
Responsibilities
- Lead end-to-end implementation of Elsevier 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 on product functionality, access methods and workflows, and integration requirements; troubleshoot and resolve complex product and implementation 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.
- 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 stakeholders, including leadership, IT counterparts, and executive sponsors.
- Act as a motivated change agent and problem solver.
- 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 stakeholders to identify recurring implementation risks and process gaps and recommend and drive improvements to methodology, tools, and training.
Benefits
- 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 a charity of choice
- Shared parental leave
- Sabbaticals
- Study assistance
- Wellbeing initiatives
- Annual incentive bonus
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
