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Job Location: Pittsburgh, PA
Job Detail:
About our Team
As part of the Customer Success Team, our focus is on delighting ClinicalPath customers throughout the customer journey. The ClinicalPath Customer Success Team provides technical services, coaching and support for live customers, and a dedicated implementation team to onboard new customers. We are collaborative, fun and supportive, with a focus on helping each other and continually innovating to better help our customers.
Position Description
This position is responsible for ensuring the successful implementation of Elsevier’s ClinicalPath, a software tool used by oncologists at cancer centers across the U.S. This is a customer-facing position, including significant interaction with physician leadership, administrative leadership, project managers, and technical/IT resources as well as internal stakeholders.
Key areas of focus include being a subject matter expert on the ClinicalPath functionality, the associated clinical content (Medical and Radiation Oncology) along with the associated technical infrastructure and integration built for each customer. The Intermediate Customer Success Implementation Analyst is responsible for coordinating and completing their assigned implementations within the defined customer timelines.
Job responsibilities:
- Provide support for UX and Product teams during product research and development by providing customer feedback, connections, and workflow expertise
- Develop technical and clinical expertise necessary to supporting customers, including learning about technical architecture, product functionality, integration capabilities, as well as healthcare, oncology and clinical content built into the software
- Ability to become a Subject Matter Expert for ClinicalPath when communicating with internal stakeholders including knowledge of technical architecture, data analytics, product functionality, integration capabilities
- Provide operational support throughout customer implementations to ensure customers are set up to gain their maximum potential value
- Manage implementations to ensure timely Go Lives to meet projected revenue targets
- Function as the project manager and the customer’s primary point of contact for multiple high-complexity projects simultaneously, with a high degree of organization and attention to detail
- Run weekly customer project calls by preparing agendas, organizing project plans/task lists, facilitating meetings, sending meeting minutes and completing action items
- Present information about the software and the implementation process to various audiences throughout the project, including executives, physicians, nursing and clinical staff, project managers, and technical stakeholders
- Coordinate all training and GoLive activities to ensure a successful GoLive, including leading training sessions with oncologists, nurses, pharmacists, and other cancer center staff, and providing GoLive support (this is typically virtual, but could occasionally involve going onsite)
- Maintain a high level of focus on customer satisfaction throughout the project by resolving customer issues in a timely manner, responding to customer emails/ requests with detailed and thorough information, creating customer-specific collateral/materials, and providing thoughtful recommendations to customers throughout the process
- Facilitate strong, lasting customer relationships that yield a high degree of customer satisfaction among customer executives
- Engage appropriate ClinicalPath resources during the implementation, including close coordination with ClinicalPath technical resources to build, test and deploy customer infrastructure, configurations, and integrations
- Provide input on implementation process improvements that will help the team better support customers and achieve timely GoLives
- Collaborate with others on the Customer Success and Implementation Teams to improve and maintain internal documentation, process materials, customer documentation and best practice recommendations
- Learn and utilize an ever-changing portfolio of work management tools and other software used internally
- Aid in the creation of a participative and collaborative work environment
- Manage additional team projects as assigned
- Serve as a role model for the Elsevier core values and mission
Accountabilities and Performance Measures:
- Builds and sustains strong customer working relationships and continually seeks ways to enhance customer satisfaction and deepen customer relationships.
- Collaborates and coordinates with Content, UX, Commercial, Product, TIO and Sales
- Grows long-term relationships with customers to identify and expand partnership opportunities.
Qualifications:
- Bachelor’s degree required
- Minimum of 1-3 years professional experience preferred
- Minimum of 1-3 years’ experience providing operational customer support, implementing and/or supporting software is preferred.
- Prior experience in building and maintaining strong relationships both internally and externally through collaboration and conflict resolution
- Able to develop a basic understanding of IT domains of security, systems engineering, databases, HL7 interfaces and EHR integration
- Develops a basic understanding of oncology care options in radiation and medical oncology
- Ability to learn new skills and assimilate new knowledge quickly.
- Experience participating in projects, preferably in a software or healthcare setting.
- Excellent presentation and communication skills, both oral and written, suitable for variety of target audiences.
- Ability to independently perform problem solving and critical thinking required.
- Organized, detail-oriented, effectively meets deadlines, set priorities.
- Strong skills with Microsoft Excel, PowerPoint, Word, MS Project, Tableau.
- Professional and trust-worthy presence.
- Able to travel Ability to travel (20% or less) to national oncology conferences or customer sites as needed.
- Ability to work flexible hours in accordance with the demands of the position. This may include evenings and weekends.
- Demonstrates a strong work ethic and dedication to the overall success of Elsevier.
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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 accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.
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