Customer Success Analyst

Customer Success Analyst
 

Have experience with operational customer support and implementing or supporting software?
 

Would you like to be part of a collaborative team that's customer focused?
 

About our Team
 

Elsevier’s ClinicalPath Customer Success Team focuses on delighting customers throughout their journey with our pathways application. The Customer Success Team includes Implementation Analysts who are dedicated to project management and the onboarding of new customers, Operations IT Analysts who support implementation as well as live customers from a technical perspective, and the Customer Success Analysts. We collaborate with the Account Management Team by providing ongoing support for live customers who have transitioned out of the implementation phase. As a collective team, we are collaborative and supportive, and we’re focused on helping each other and continually innovating to better assist our customers.
 

About the Role
 

The Customer success Analyst is responsible for helping customers fully engage. We do this by advising them on the best use of their licensed products. We help customers identify objectives and measure success, share best practice suggestions for further workflow engagement of their products and support resolution of complex product workflows.
 

Responsibilities
 

• Developing a deep understanding of ClinicalPath’s functionality, including a high-level understanding of the associated technical infrastructure and integration capabilities with customer networks and systems.
• Acquiring knowledge of how clinical content for medical and radiation oncology is developed and maintained in the ClinicalPath tool.
• Serving as a primary point of contact for customers and providing timely support by building trust and delighting the customer in every interaction.
• Collaborating with the Account Management Team to coordinate and co-lead recurring check-in meetings with customers. This includes synthesizing information from multiple sources to prepare agendas, facilitating discussion and addressing questions during meetings, ensuring notes are provided to the customer, and managing action items.
• Delivering exceptional customer service by submitting various internal requests on behalf of the customer, (such as user access/account updates, clinical content feedback, product enhancement ideas, data requests.) providing detailed and thorough responses to customer questions over email, during meetings, and through the ClinicalPath ticketing system, following up with customers when an action item cannot be completed immediately, providing demos, presentations, and training sessions to customer stakeholders, and escalating challenges and issues when necessary.
• Monitoring metrics for each customer to assess engagement with our tool, collaborating internally and with customers, and developing mitigation plans when areas for improvement are identified.
• Creating customer-specific collateral and materials as needed, such as PowerPoint presentations, PDFs, and content for network-wide newsletters/communications.
• Maintaining focus on customer satisfaction and providing thoughtful/strategic recommendations to customers to maximize the value they receive from our tool.
• Acting as a liaison between customers and internal ClinicalPath teams (Content, Commercial, Sales/Account Management, OpsIT, Systems Engineering, Product, UI/UX, Reporting and Analytics).
• Offering insights into internal process improvements to enhance customer support.
• Collaborating with others internally to improve and maintain internal and external documentation, process materials, and best practice recommendations.
• Acting as a technical expert on implementations and support our project and program managers as they lead large enterprise implementations.
• Learning and utilizing a range of work management tools and internal software.
• Promoting a participative and collaborative work environment, managing additional team projects as assigned, and exemplify Elsevier’s core values and mission.

Requirements
 

• Have an accredited higher education coupled with professional experience.
• Have experience providing operational customer support, implementing and/or supporting software.
• Experience in building and maintaining deep relationships both internally and externally through collaboration and conflict resolution.
• Have exceptional attention to detail and ability to independently perform critical thinking and problem solving.
• Have excellent presentation and communication skills, both oral and written, suitable for a variety of target audiences.
• Able to be proficient in learning new skills, assimilate new knowledge quickly, and develop a basic understanding of IT systems engi