Implementation Analyst

About Our Team

The ClinicalPath Implementation Team is part of the Clinical Solutions Customer Success organization, a team focused on delighting our customers throughout their journey with Elsevier’s products. We are collaborative and supportive, with a focus on helping each other and continually innovating to better assist our customers. We are dedicated to ensuring a positive customer experience while driving successful product adoption and higher retention rates during the implementation of new customers to our oncology clinical pathways solution.

About the Role

The Implementation Analyst role involves providing top-tier implementation support to customers utilizing ClinicalPath, an oncology software tool widely adopted by cancer centers in the U.S. The Implementation Analyst manages implementation projects and helps clients implement our software at their organization. They provide guidance on goal-setting, best practices, and resolving complex product workflows while ensuring high levels of engagement and satisfaction. This customer-facing position requires interaction with various stakeholders, including physician and administrative leadership, project managers, technical resources, and oncology support staff.

Job Responsibilities

• Develop a deep understanding of ClinicalPath’s functionality, technical infrastructure, and integration capabilities

• Manage the entire implementation life cycle, create and organize project plans, facilitate weekly project calls, and be the customer’s primary point of contact for multiple high-complexity projects simultaneously

• Serve as a subject matter expert, provide product education and address product-related questions for multiple audiences throughout the project

• Ensure customer satisfaction through effective communication, follow-up, and timely support

• Address and escalate complex customer requests and potential issues

• Act as a liaison between customers and internal teams (Content, Commercial, Sales/Account Management, OpsIT, Systems Engineering, Product, UI/UX, Reporting and Analytics), fostering strong working relationships

• Create customer-specific materials and suggest process improvements

• Collaborate internally to enhance documentation, update materials, and develop best practices

Requirements:

• Have Bachelor's Degree in Business, Computer Technologies, Health Administration, Education, or other equivalent experience.

• Be experienced working in a customer focused environment

• Have demonstrated customer account management, project management, training and/or implementation experience with software solutions.

• Have a minimum of 3 to 5 years of experience in training and/or education, customer success, healthcare or other related field.

• Have a basic understanding of IT systems engineering, databases, HL7 interfaces and EHR integration

• Be highly organized and capable of managing multiple customer relationships, ensuring highest levels of customer satisfaction

• Possess excellent presentation and communication skills, both oral and written, suitable for a variety of target audiences

• Be able to work as a team player and to effectively collaborate within a large organization

• Be a highly motivated change agent and problem solver

• Be able to travel as needed, up to 25%

Work in a way that works for you:

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the business:

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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