alt-lib Suggests: Customer Engagement Consultant - Elsevier

If you have prior experience in a hospital library or other healthcare setting, pay attention to this one.
Key points in this job req:

• Responsible for developing the strategy for Client Services training and ensuring that all initiatives are successfully executed
•  Able to express complex technical expertise in a simple, understandable manner to those outside own function   
• Proven ability to analyze clients' business purposes, goals and needs, and to satisfy customer needs and concerns while representing the company's business interests
• Use knowledge and experience to suggest improvement in client service workflows.

-alt-lib

Customer Engagement Consultant (Click link to get to 'apply online' button)
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Customer Engagement Consultant-HEA000JM

Elsevier : NA-United States 

Description

 

... 

The Customer Engagement Consultant will be responsible for shaping the vision for Client Services' implementation and customer engagement programs to ensure high satisfaction and utilization of licensed products. This individual will be responsible for developing the strategy for Client Services training and ensuring that all initiatives are successfully executed.  In addition, the individual will provide implementation consultative services for strategic accounts, and will engage customers with best practice application of licensed products.  The ability to build and nurture relationships and keep open lines of communication both internally and with our most demanding clients will be crucial to success.   Clinical healthcare experience along with solid project and client management experience are critical to success. 

 

 Client Training & Education

Recommend training and education strategy for Client Service support of Nursing Suite products and other integrated MCS products

Develop context for training and education materials.

Conduct on-site product promotion and training for key accounts. 

 

Client Implementation

Define implementation guidelines for Nursing Suite products and integrated MCS products.

Document best practice implementation checklists for internal and external guidance during implementation.

Monitor and report implementation service levels

Mentor Client Service personnel on best practice communication and consultation during implementation

 

Client Consultation

Analyze clients' business purposes, goals and needs, and recommend best implementation approach for strategic and key accounts.

Translate system functionalities in business terms for customer understanding.

Provide industry trend and usage guidelines to internal services teams and clients.

 

Client Engagement

Define lifecycle engagement strategy for Nursing Suite products.

Monitor user adoption and system usage, and recommend strategies to increase usage/adoption.

Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption.

Gather and maintain other key client metrics and leading indicators.

 

Client Demonstrations

Thoughtfully setup and maintain product demonstration sites used by Sales and Client Services.

Develop demonstration scripts and resources for Client Services.

Assist Sales with product demonstrations for key accounts, representing clinical and industry best practice application and use of products.

 

Project Management

Prioritize and plan work activities, use time efficiently, and develop realistic action plans.  

Strong ability to prioritize, multi-task, and work-independently in a fast paced, environment with minimal supervision. 

Produce client deliverables such as Communications Plans, SOP's, Strategic Account Plans, etc.

 

Process Improvement

Use knowledge and experience to suggest improvement in client service workflows.

Recommend improved utilization and reporting with Sales Force.

Qualifications

 

Drive for Results

Promotes a strong sense of urgency for reaching goals

 

Takes Initiative

Proactively addresses business demands

Fosters a team attitude of going above and beyond minimum requirements

 

Leading Change

Develop Strategic Perspectives

 

Displays High Integrity and Honesty

Remembers commitments and promises.

Is honest and ethical in decision making

 

Communicates Powerfully and Prolifically

Is highly skilled at tailoring messages  to the  needs of the audience

Coaches others on effective communication strategies and techniques

 

Collaboration and Teamwork

Promotes a high level of cooperation between all members of the work group

Looks for ways  for team to work with other teams and divisions

 

Technical/Professional Expertise

Able to express complex technical expertise in a simple, understandable manner to those outside own function

Stays at the cutting-edge of own discipline, is well connected externally, understands and implements best practice

 

Solves Problems & Analyzes Issues

 Brings a strategic perspective to problem solving

Skilled in breaking down large/complex issues into simpler elements that can be effectively addressed

 

Proven ability to analyze clients' business purposes, goals and needs, and to satisfy customer needs and concerns while representing the company's business interests. Experienced professional with solid technical skills, including proficiency with EMR, Decision Support Systems in healthcare, Microsoft Office and web-hosted products. Possess the ability to establish and build strong business relationships with clients and coworkers.

The individual displays willingness and ability to make accurate and timely decisions; inspires and motivates others to perform well, and accepts feedback from others.  Identifies and resolves problems in a timely manner; is a self-starter, innovative, with strong organizational, interpersonal, and written communication skills; takes a flexible and creative approach to solving problems.  Able to foresee and avert risks; to take ownership of projects throughout the implementation and delivery process; to negotiate relationships across multiple teams to achieve results; work independently and collaboratively; and to communicate with all levels of management and company personnel.

 

·         MSN  or other post-graduate degree in healthcare related field. 

·         Ten years or more prior client service or consultant activity in healthcare automated systems or informatics.

·         Minimum 3-5 years clinical practice experience.

·         Experience with web technology products preferred.

·         Excellent customer service principles and practices.

·         Excellent verbal and written communication skills and ability to interact with all levels of management and staff.

·         Excel at developing client relationships

·         Ability to work independently and manage multiple projects simultaneously

·         Proficiency with Microsoft Word, Excel, PowerPoint and Outlook

·         Prior use of products such as Salesforce.com and WebEx a plus

·         Ability to travel 30%-50%

Note:  A combination of training, education, and experience that is equivalent and that provides the required knowledge and abilities will be considered.

 

Unposting Date

 Ongoing