Customer Success Manager

EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

The Customer Success Manager plays an invaluable role within the Customer Success team responsible for a variety of tasks associated with implementing and supporting EBSCO’s Clinical Decisions products and customers. The CS Manager will work closely with sales, marketing, product management, editorial and other internal teams to develop effective, creative, and data driven approaches to fulfil identified customer objectives, engage clinical users and increase usage of our tools and solutions across the clinical workflow and care teams.

Primary Responsibilities

Implementation and Project Planning
Develop and maintain effective project plans with identified scope, deliverables, milestones, and goals aligning with customer requirements and priorities.
Co-ordinate execution of project plan tasks, activities, and resources to ensure product awareness and adoption, including:
access planning,
configuration and EMR/LMS systems integration,
customer training and onboarding,
communication plans and
reporting on progress and effectiveness to customer and internal stakeholders.
Communicate customer feedback to product management teams, monitor and escalate product issues when necessary.
Identify cross-sell/up-sell opportunities for sales teams.
Demonstrate Clinical Decision products at pre-sales presentations, conferences, internal and industry events.

Customer Success
Collaborate across internal teams to maintain the health of assigned accounts, effectively managing customer expectations, supporting success and renewal.
Monitor and analyze customer utilization against key performance metrics to identify areas of risk, opportunity and need.
Develop custom success and training strategies for key accounts to follow their onboarding and implementation process; maintain transparency across internal sales, success, and support teams to ensure the customer has a seamless journey with EBSCO.
Develop, and strengthen, relationships with multiple key contacts and influencers who can support, promote, and coordinate awareness campaigns within each site.
Be the regional “voice of the customer” and partner internally to create and provide proactive and targeted customer communications including lifecycle marketing and thought leadership campaigns.

**Experience**:
Direct healthcare experience, preferably in a project manager, customer success or IT role
Demonstrated analytical, technical, and creative problem-solving skills with good attention to detail.
Excellent oral and written communication, project management, PowerPoint, remote training, and presentation skills essential.
Understanding of clinical environment and workflows.
Customer focused with well-developed ability to influence and establish rapport at all levels.

**Cultural Competencies**:
Drive
Positive Attitude
Good Judgement
Open Communication
Collaboration
Desire to Make an Impact
Eager to Understand
Accountable
Decisive
Team Player

Required Qualifications Bachelor’s Degree (BA or BS), preferably in Healthcare or IT related field. 5+ years of experience in a customer facing role. 5+ years of project management experience, including presentation experience. Excellent command of written and spoken English, Word, Excel and PPT Ability to travel minimum of 50% of the time, local and international. Native or fluent in Portuguese, Spanish and English

Preferred Qualifications Experience working with large, complex medical software implementations.
3+ years of experience working with medical customers or in a clinical environment. Experience troubleshooting system integration points such as IP Addresses, Firewalls, and other security constraints.