Sr Customer Success Mgr-Clinical Decisions

The Customer Success Manager (CSM) partners with EBSCO’s Clinical Decisions customers to drive meaningful usage, engagement, and high satisfaction with EBSCO products within the Southeast region. The ideal location is FL or GA. As the primary post-sales contact, CSM works closely with internal teams, including sales, marketing, product management, and editorial, to develop creative, data-driven strategies that enhance user engagement and increase the adoption of our tools and solutions across clinical workflows and care teams. The CSM is responsible for ensuring both customer expectations are met, and internal teams are aligned to deliver maximum value for the customer.

Primary contact and project manager for key clients post sales adoption.

Monitor product usage against key performance metrics to gauge engagement and product uptake; identify risks and provide interventions as needed  

Develop and maintain customer facing collateral, including user guides, integration guides, tutorials, and other engagement materials.   

Develop custom success and engagement plans for key accounts to follow their onboarding and implementation process; maintain transparency across sales and support teams to ensure the customer has a seamless journey with EBSCO.   

Provide proactive touchpoints and relationship management to key accounts; develop large scale communication and engagement plans to reach all Clinical Decisions customers throughout their EBSCO product life cycle.   

Work alongside the Clinical Implementation team to help oversee implementation as a part of the overall post-sales support. 

Understanding of clinical workflows and clinician challenges  

5+ years of experience in customer engagement, marketing, support, or related field  

5+ years of experience in presenting technology, internet, or software application products to internal and external audiences and various levels of management  

Ability to travel for specific larger post sales adoptions 

What sets you apart: 

Experience working in a team/POD environment, with a strong understanding of collaboration, project management, and overseeing key handoffs and the overall development of a customer.

Experience working in medical software implementations or in a clinical environment  

Excellent communication and client interaction skills  

Technology acumen to triage and discuss customer integration questions   

Experience writing and proofing copy, adhering to style guidelines, and using email distribution tools