Remote Customer Success Executive – Healthcare IT

EBSCO Information Services, Inc.; Boston (MA); Remote; USD 82,000 - 117,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Retirement plan

Parental leave

Holidays and PTO

Job summary

EBSCO Information Services is seeking a remote Customer Success Executive to partner with Clinical Decisions customers across the US. You will lead onboarding, drive product adoption, and ensure long-term value while coordinating with Sales, Product, Editorial, and IT teams.

The role requires deep understanding of clinical workflows, EHR systems, and authentication protocols, with travel up to 40% and located near a major metropolitan airport. A PMP or similar cert is a plus.

Qualifications

• Bachelor’s degree in health administration, information technology, or a 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.
• Medical experience to provide a clear understanding of clinical workflow
• Proven track record of successfully managing complex implementation projects.
• Excellent written and oral communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a POD-style team.
• Fully remote role with travel up to 40% of the time or as needed to support implementation projects at various locations
• PMP or similar project management certification is a plus

Responsibilities

• Review Value Hypothesis and align product capabilities to stated needs and success metrics.
• Establish clear 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 the Clinical Implementation team.
• Support awareness campaigns and provide product training to ensure users understand key features and use cases.
• Empower internal product champions and share self-service resources to promote internal adoption.
• Lead the end-to-end onboarding process for EBSCO Clinical Decisions products.
• Provide expert guidance and support to customers during the implementation process, coordinating with IT teams to ensure proper configuration and integration (EHR, IdP SSO, SAML, SMART on FHIR).
• Manage Implementation timelines, resources, and budgets to ensure milestones are met.
• Monitor and report on Implementation progress, identifying and mitigating risks.
• Track and report on KPIs to evaluate implementation success.
• Train the Trainer model to support superusers, admins, and end-users to maximize product utilization.
• Deliver proactive, data-driven engagement strategies to sustain usage and satisfaction.
• Monitor usage against KPIs and intervene to prevent churn and promote growth.
• Conduct regular business reviews to track performance and identify upsell opportunities.
• Manage renewal processes and ensure alignment for retention and expansion.

Skills

Communication skills

Problem solving

Interpersonal skills

Team collaboration

Project management

Education

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

Tools

EHR integration

SSO/SAML

SMART on FHIR

HL7 Infobutton

MDM

Job description

EBSCO Information Services is seeking a remote Customer Success Executive to partner with Clinical Decisions customers across the US. You will lead onboarding, drive product adoption, and ensure long-term value while coordinating with Sales, Product, Editorial, and IT teams.

The role requires deep understanding of clinical workflows, EHR systems, and authentication protocols, with travel up to 40% and located near a major metropolitan airport. A PMP or similar cert is a plus.