[Hiring] Customer Success Implementation Analyst @Elsevier

Role Description

The Implementation Analyst is responsible for leading and executing the implementation of Elsevier’s Clinical Solutions products across healthcare organizations. This role requires a strong combination of project management expertise, technical acumen, and customer engagement skills to ensure successful deployments and sustained product adoption.

As a key customer-facing partner, the Implementation Analyst manages complex, multi-stakeholder implementation projects, including coordination of EHR integrations and technical workflows. The role involves working closely with clinical, operational, and IT stakeholders to align product capabilities with organizational goals, optimize workflows, and ensure seamless system integration.

Responsibilities

• Leading the end-to-end implementation lifecycle for Elsevier Clinical Solutions products, from project initiation through go-live and transition to Customer Success Management and Account Management.
• Developing and managing comprehensive project plans, including timelines, milestones, risk mitigation strategies, and stakeholder communication plans.
• Serving as the primary point of contact for customers during implementation, managing multiple concurrent, high-complexity projects.
• Driving effective stakeholder engagement across clinical leadership, IT teams, project managers, and administrative staff.
• Providing subject matter expertise on product functionality, workflows, and best practices to support successful adoption.
• Facilitating requirements gathering, workflow analysis, and solution design, ensuring alignment with customer objectives.
• Coordinating and supporting EHR integration efforts, including understanding of HL7 interfaces, data workflows, and interoperability requirements.
• Delivering training and education tailored to diverse user groups to promote strong product adoption and utilization.
• Identifying, managing, and escalating risks, issues, and change requests to ensure project success, proactively.
• Collaborating cross-functionally with Product, Technology, Content, Sales, Account Management, and Customer Success teams to address customer needs and improve implementation processes.
• Developing and maintaining customer-specific documentation, implementation artifacts, and best practice resources.
• Contributing to the continuous improvement of implementation methodologies, tools, and internal knowledge sharing.

Qualifications

• Background in Business, Healthcare Administration, Information Technology, or a related field.
• Experience in software implementation, project management, customer success, or related roles, preferably in healthcare or health IT.
• Demonstrated experience managing complex, multi-stakeholder implementation projects.
• Experience supporting or coordinating EHR integrations, including familiarity with HL7, interoperability concepts, and healthcare IT environments.
• Strong project management skills, including planning, execution, risk management, and stakeholder communication.
• Proven ability to drive customer engagement, adoption, and satisfaction throughout the implementation lifecycle.
• Excellent communication and presentation skills, with the ability to engage both technical and non-technical audiences.
• Highly organized with the ability to manage multiple priorities and projects simultaneously.
• Strong problem-solving skills with a proactive, solutions-oriented mindset.
• Ability to work collaboratively across cross-functional teams in a matrixed organization.
• Willingness to travel as needed (up to 25%).

Benefits

• Health benefits: medical, dental, and vision coverage.
• Retirement benefits: 401(k) with match and Employee Share Purchase Plan.
• Wellbeing: wellness platform, Headspace subscription, and Employee Assistance Programs.
• Insurance: short- and long-term disability, life, accidental death, critical illness, and hospital indemnity.
• Family benefits: parental leave, adoption, and surrogacy support.
• Savings accounts: HSA, FSA, dependent care, and commuter benefits.
• Paid time off, plus volunteer and Employee Resource Group participation days.