Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancetand Cell, more than 35,000 e-book titles and many iconic reference works, including Gray?s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries. Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization.
Implementation Project Manager
As a member of the Elsevier Customer Success Implementation Team the primary focus of the role is on executing successful single- and multi-product implementations for our Patient Engagement customers and managing re-engagement programs for large, at-risk accounts.
The Clinical Implementation Specialist coordinates project tasks, manages internal and external timelines, established project milestones, and communicates project status to key stakeholders. Individuals in this role must be prepared to lead projects across the Clinical Solutions portfolio, including Elsevier Performance Management, Clinical Reference, and Patient Engagement products.
The Clinical Implementation Specialist ensures that a high level of service satisfaction is experienced among our clients and that their unique goals and initiatives regarding the products they purchased are successfully achieved. The ability to build and nurture value-based relationships and keep open lines of communication both internally and with our most demanding and high-profile clients will be crucial to success.
A proven clinical background along with strong project, client, and people management experience are required. This person should have significant customer service or consulting/implementation support experience in hospital settings.
The role reports to the Director, Customer Success and is located in Philadelphia, PA.
Main Activities and Responsibilities
Management of Product Implementation and Re-engagement Projects § Ensure delivery according to project timelines§ Establish project milestones and coordinate project tasks § Hold key internal and external stakeholders accountable for completion of mission critical items § Update, organize, and maintain accurate project plans § Lead clients virtually and on-site § Foster team collaboration§ Asses and evaluate client requirements against scope of project§ Work in collaboration with Product, Technology, and Subject Matter Experts to schedule their delivery of relevant product and functionality assistance
Client Satisfaction§ Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication§ Successfully manage client expectations § Detect potential issues and implement solutions when challenges threaten to impact customer satisfaction § Communicate authentically and build strong relationships with customer contacts
Tracking and Metrics§ Track and measure all implementation statistics § Report progress to both internal and external teams§ Provide recommendations for process improvements and support action plans to execute on approved program enhancements
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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.
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