Customer Success Implementation Analyst

RXinsider LTD.; Northern (KY); Hybrid; USD 59,000 - 99,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Headspace subscription

Employee Assistance Programs

Parental leave

Commuter benefits

Job summary

Elsevier is seeking an Implementation Analyst to lead the implementation of Clinical Solutions products across healthcare organizations. You will manage multi-stakeholder projects, coordinate EHR integrations, and align product capabilities with organizational goals to optimize workflows and adoption.

You will engage clinical, IT, and administrative stakeholders, deliver training, and drive successful deployments.

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%)

Responsibilities

• Lead end-to-end implementation lifecycle for Elsevier Clinical Solutions products from initiation to go-live and handoff.
• Develop and manage comprehensive project plans with timelines, milestones, risks, and communications.
• Serve as primary customer contact, coordinating multiple high-complexity projects.
• Engage stakeholders across clinical leadership, IT, and administration to ensure alignment.
• Provide SME on product functionality, workflows and best practices to support adoption.
• Facilitate requirements gathering, workflow analysis, and solution design.
• Coordinate EHR integration efforts, HL7 interfaces, data workflows, and interoperability needs.
• Deliver tailored training and education to diverse user groups.
• Identify, manage, and escalate risks and change requests to ensure success.
• Collaborate with Product, Technology, Content, Sales, and Customer Success teams to improve processes.
• Create and maintain customer-specific documentation and best practices resources.
• Contribute to continuous improvement of implementation methodologies and tools.

Skills

Project management

Stakeholder engagement

Communication

Healthcare IT

Problem-solving

Team collaboration

Travel readiness

Education

Bachelor's in Healthcare Administration

Bachelor's in Information Technology

Tools

HL7 interfaces

EHR systems

Job description

About Our Team

The Customer Enablement and Implementation Team are part of Elsevier’s Clinical Solutions Customer Success organization, dedicated to delivering exceptional customer experiences across the full product lifecycle. We partner closely with healthcare organizations to ensure successful onboarding, implementation, and long-term adoption of Elsevier’s Clinical Solutions portfolio.

Our team is highly collaborative, solutions-oriented, and committed to continuous improvement. We focus on driving measurable value for our customers through effective project execution, strong stakeholder engagement, and optimized product utilization, ultimately supporting improved clinical and operational outcomes.

About The Role

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
• Provide 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.

Requirements

• 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%)

Work in a Way That Works for You

We promote a healthy work-life balance and offer flexible working options. Our benefits include wellbeing initiatives, shared parental leave, study assistance, and sabbaticals—supporting both your immediate responsibilities and long-term goals.

We Offer a Comprehensive Benefits Package, Including

• 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

About The Business

As a global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes. By combining trusted content with advanced analytics, we support research, education, and clinical practice. At Elsevier, your work contributes to solving global challenges and building a more sustainable fut

ure.

U.S. National Base Pay Range: $59,200 - $98,600. Geographic differentials may apply in some locations to better reflect local market rates.