Remote Customer Success Executive for Healthcare IT & AI

EBSCO Information Services, Inc.; Carson City (NV); Remote; USD 82,000 - 117,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life and Dis.

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services, Inc. is seeking a Customer Success Executive to partner with Clinical Decisions customers across North Midwest and West Coast regions.

The role focuses on onboarding, adoption, and ongoing value realization, requiring travel and proximity to major airports. Responsibilities include coordinating with Sales, Marketing, Product, and Editorial, driving onboarding with Clinical Implementation, and guiding customers through end-to-end product deployment, including EHR

Qualifications

• Bachelor’s degree in health administration, information technology, or related field.
• Minimum of 5 years of experience in project management, customer engagement, success, marketing, or support roles.
• Strong understanding of clinical workflows, EHR systems, and SSO authentication protocols.
• Proven track record of successfully managing complex implementation projects.
• Excellent written and oral communication, interpersonal, and problem-solving skills.
• Fully remote role with travel up to 40% of the time to support implementation projects.

Responsibilities

• Review each customer’s Value Hypothesis and align product capabilities to stated needs and success metrics.
• Establish timelines and KPIs to guide value realization.
• Serve as a trusted advisor to proactively deliver recommendations that enhance outcomes and demonstrate product impact.
• Define onboarding goals, deliver change management support, and coordinate with Clinical Implementation team.
• Provide product training to ensure users understand key features and use cases.
• Lead end-to-end onboarding for EBSCO Clinical Decisions products and coordinate with IT for integration (EHR, SSO via SAML, SMART on FHIR, HL7 Infobutton).
• Manage implementation timelines, resources, budgets, risks, and reporting.
• Train superusers and admins via Train the Trainer model to maximize product utilization.
• Deliver proactive, data-driven engagement strategies to sustain usage and retention.

Education

Bachelor’s degree in health administration, information technology, or related field

Job description

EBSCO Information Services, Inc. is seeking a Customer Success Executive to partner with Clinical Decisions customers across North Midwest and West Coast regions.

The role focuses on onboarding, adoption, and ongoing value realization, requiring travel and proximity to major airports. Responsibilities include coordinating with Sales, Marketing, Product, and Editorial, driving onboarding with Clinical Implementation, and guiding customers through end-to-end product deployment, including EHR