Implementation Analyst (REMOTE - EST)

ClinicalPath 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 utilize our software at their organization. They provide guidance on objective 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 for multiple high-complexity projects simultaneously: create and organize project plans, facilitate weekly project calls, and be the customer's primary point of contact.
• Serve as a subject matter expert for clients and provide product education and address product-related questions for multiple audiences throughout projects.
• 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), and foster 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 related area.
• Be experienced in 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
• Highly organized and capable of managing multiple customer relationships, ensuring the highest levels of customer satisfaction
• Excellent presentation and communication skills, both oral and written, suitable for a variety of target audiences
• Able to work as a team player and to effectively collaborate within a large organization
• Be a highly motivated and creative problem solver
• Travel as needed, up to 25%

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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