Implementation Specialist

Elsevier • Philadelphia, GA

10d

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 manages 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, track milestones, and communicate status, risks, and next steps. The role provides consultative support to help customers address workflow challenges, optimize product configuration and use, and realize value from Elsevier solutions. It also builds value-based relationships and maintains communication with demanding, high-profile clients.

The position works with Product, Technology, Subject Matter Experts, Customer Success leadership, and customer stakeholders to scope requirements, resolve workflow challenges, manage escalations, and improve implementation methods, tools, and training. Travel to customer sites may be required up to 20% of the time.

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.
• Problem-solving ability and capacity 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 experience.
• 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, integration requirements, and troubleshooting complex product and implementation challenges.
• Provide virtual and on-site training and consultative support to help clients maximize adoption and value.
• Promote 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.
• Partner with Product, Technology, and Subject Matter Experts to scope requirements and resolve workflow challenges.
• Collaborate with Customer Success leadership and relevant stakeholders to identify recurring risks and process gaps and recommend and drive improvements to implementation 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
• Study assistance
• Sabbaticals
• Annual incentive bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level