At a Glance
- Tasks: Lead exciting product implementations and ensure customer success with innovative tech solutions.
- Company: Join a global leader in information and analytics, making a real impact in healthcare.
- Benefits: Enjoy flexible hours, health plans, educational assistance, and generous leave programs.
- Other info: Work-life balance is a priority, with numerous wellbeing initiatives to support you.
- Why this job: Be a change agent, solving complex challenges while collaborating with diverse teams.
- Qualifications: 5+ years in implementation or customer service, strong project management skills required.
The predicted salary is between 68220 - 83380 £ per year.
Implementation Specialist
Do you like collaborating across teams to deliver successful product implementation services for customers?
Do you enjoy working with cutting-edge technology solutions?
About our Team
As an Implementation Specialist, you are a part of the Customer Success team which is focused on delighting the customer.
As a team we do this by providing critical product implementation, robust training and adoption programs, and commercial readiness / go-to-market support.
Overview
As part of Elsevier’s Customer Success team, the Implementation Specialist plays a critical role in delivering successful product implementations for our customers, including integration and access support, training, and adoption activities.
This role drives high-visibility, high-complexity projects across Elsevier Clinical Reference and Decision Support, Patient Engagement, and Clinical Workflow products, ensuring a high level of service satisfaction and successful achievement of each customer’s unique goals.
The Implementation Specialist leverages expertise in Saa S solutions and product workflows to drive successful implementations.
They coordinate project activities, manage internal and customer timelines, establish and track key milestones, and communicate project status, risks, and next steps to key stakeholders.
They also provide best-practice, consultative support to help customers address workflow challenges, optimize product configuration and use, and realize greater value from Elsevier solutions.
Building and nurturing value-based relationships and keeping the lines of communication open with our most demanding and high-profile clients will be crucial to success.
Responsibilities
- Implementation Delivery
- Lead end-to-end implementation of Elsevier's products for customer accounts, from kickoff through go-live and adoption.
- Establish and manage project plans, milestones, and timelines across multiple concurrent, high-visibility implementations.
- Serve as a subject matter expert, understanding product functionality, access methods and workflows, integration requirements, and the ability to troubleshoot and resolve complex product and implementation related challenges.
- Provide virtual and on-site training and consultative support to help clients maximize adoption and value.
- Champion customer satisfaction through responsive, transparent, and authentic communication.
- undefined.
- Stakeholder Management & Escalations
- Proactively manage client expectations and communicate project status, risks, and resolutions to internal and external stakeholders.
- Serve as the primary point of contact and escalation path for key implementation project stakeholders, including leadership, IT counterparts, and executive sponsors.
- Be a highly motivated change agent and problem solver.
- undefined.
- Cross-Functional Collaboration
- Partner with Product, Technology, and Subject Matter Experts to scope requirements and resolve workflow challenges, ensuring successful delivery of relevant products and functionality.
- Collaborate with Customer Success leadership and relevant stakeholders to identify recurring risks and process gaps across implementations and recommend and drive improvements to methodology, tools, and training.
Requirements
- Have 5+ years of experience in implementation, customer engagement/service, and/ou consulting support, ideally within healthcare and/ou Saa S environments.
- Have proven experience leading complex, multi-stakeholder implementation projects from initiation through go-live.
- Strong project management skills across cross-functional initiatives.
- Be an effective problem solver able to navigate ambiguity within a matrix organization.
- Have excellent verbal and written communication skills, including experience presenting to senior stakeholders.
- Able to travel to customer sites as required (up to 20% of time).
- Have a bachelor's degree or equivalent experience.
- Valued Attributes
- Project Management Professional (PMP) certification.
- Clinical background and experience providing direct patient care or hospital/health system experience (Registered Nurse or similar)
- AI (Artificial Intelligence) fluency, knowledge and experience.
- 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 flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
- 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 plan benefits
- Employee Assistance Program
- Retirement Benefits
- Various Leave Programs
- Educational Assistance
- Disability, Life and Accidental Death Insurance
- Paid Vacation
- 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.
U. S. National Base Pay Range: $71,600 - $119,400. Geographic differentials may apply in some locations to better reflect local market rates.
This job is eligible for an annual incentive bonus.
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 or please contact
We are delighted to offer country specific benefits.
Please read our Candidate Privacy Policy.
We are 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.
USA Job Seekers: EEO Know Your Rights.
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Implementation Specialist in London employer: Elsevier
At Elsevier, we pride ourselves on being an excellent employer, particularly for our Java Software Engineer role in Oxford. Our vibrant work culture fosters collaboration and innovation, while our commitment to employee growth is evident through continuous learning opportunities and flexible working arrangements that promote a healthy work-life balance. Join us to be part of a team that values your contributions and supports your professional journey in the exciting field of scientific knowledge sharing.
StudySmarter Expert Advice🤫
We think this is how you could land Implementation Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elsevier. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elsevier before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Implementation Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elsevier:Your cover letter is your chance to shine! Tell us why you want to work at Elsevier specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elsevier!
How to prepare for a job interview at Elsevier
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
