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

alt-lib Suggests: Sr. Consultant, Client Education Job - McLean VA, 22101- Thomson Reuters

I recommend this for anyone who has Academic Library experience (that would give you the training requirement.). Additionally, if you have experience in a law school library, that would be a great fit. -alt-lib

McLean Sr. Consultant, Client Education Job - VA, 22101
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Sr. Consultant, Client Education

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Date: Jan 17, 2012

Location: McLean, VA, US

Title: Sr. Consultant, Client Education
ID: PRO00006597

Description

Sr. Consultant, Client Education

The role of the Senior Consultant Client Education is to provide excellent training and support, enhance product usage, and enable clients to derive maximum benefit from the CLEAR product line. This position partners with the Sales teams to ensure that programs are in line with the client's strategic needs and ensures client satisfaction. Provide proactive support to the client and have a deep understanding of their business. This position will have access to highly sensitive public record information and as a result all new hires and current employees in positions of this level will be subject to periodic background checks.

Responsibilities:

- Deliver all aspects of training on Thomson Reuters Legal's CLEAR product to match user requirements and workflow through various training venues (on-site, one-on-one, webex platforms, classroom settings or seminars).
- Assist in the creation and development of the curriculum for the training programs to include: support material, training content and format
- Build strong relationships with our end user client base to ensure client retention and increased use of the CLEAR product within those assigned accounts.
- Manage assigned client training events by identifying and coordinating all required resources needed to make sure a successful event occurs.
- Work with Sales Teams to manage training in the context of revenue-generating training opportunities.
- Serves as an expert to the business by thoroughly understanding and articulating business drivers, products and processes
- Provide customer feedback back to sales management in support of product expansion and customer satisfaction.
- Maintain up to date knowledge on product enhancements and changes.
- Work closely with team members on promoting and marketing customer training programs and campaigns
- Manage all of the logistics for designated trainings (calendar, registration, attendance tracking and coordination of facility setup). Coordinates with the Sales Administrators on the execution of the logistics
...

QualificationsKnowledge, Skills and Abilities:

- Communicates effectively by expressing thoughts and ideas in a clear, concise and compelling manner. Develop and deploy targeted communication strategies that inform and build support with customers
- Effectively incorporates adult learning principles into all components of curriculum
- Effectively analyzes needs and proposes solutions by gathering formation about client needs and diagnosing the learning issues.
- Ability to apply business acumen to build and document the business case for investing in learning and development programs
- Work strategically by recognizing opportunities that add value to the business and develop performance strategies based on capturing those opportunities
- Builds trust by operating with integrity, maintaining confidentiality and leading by example. Ensure compliance with legal, ethical, and regulatory requirements.
- Strong business acumen and leadership experience
- Superb facilitation and presentation skills: listens well; asks value adding questions; solicits ideas and involves; helps formulate plans; energizes and instills sense of urgency and commitment.
- Ability to prioritize and deliver quality results in a time sensitive environment
- Excellent organizational and time management skills
- Tech Savvy, experienced with software technology and the Internet
- Knowledge of and previous experience with the workflow of the law enforcement industry

Qualifications

- Four-year college degree in education, business or related field (or graduate degree in law, Education, or business preferred)
- Knowledge in the Law Enforcement and Corporate Security markets.
- Functional experience in training, sales, research or account management
- 4-5 years in training or presentation experience a plus, including content delivery
- Advanced proficiency with Microsoft Office, WebEx and Live Meeting (online training tools).
- Proven ability to build relationships with clients, users and colleagues
- 60% travel required.
...

Job: Product/Process Training
Primary Location: US-VA-McLean
Organization: Prof CGIE Risk,Fraud&Invstgtns
Schedule: Full-time
Job Type: Standard
Shift: Day Job
Travel: Yes, 75% of the time