EBSCO Information Services (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, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. 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 Senior Product Manager (PM), Implementation and Support Engineering is an essential leadership position in driving vision and strategies that allow EBSCO to provide exceptional information service offerings that support our mission to improve healthcare provider satisfaction and patient outcomes.

The PM will partner with the Customer Success and Sales teams as a technical lead throughout the customer journey. Presales, the PM will work with the various teams to create the required marketing documentation and provide assistance to distill complex technical concepts. Post-sale, the PM will facilitate a smooth transition for new customers, ensuring a successful onboarding and software implementation within a target period. This will also include working with the different teams to troubleshoot unique customer issues quickly and efficiently. Post-onboarding, the PM continues to be a resource to the Customer Success and Sales teams, and the customers, along with leading the creation of any needed implementation tooling.

The PM will be technically savvy, customer-centric, and results-oriented. In this role, the PM will set up our high-value customers for immediate success through an implementation process and strategy that the PM will help refine. The PM must establish high-performance standards for themselves and demonstrate a market-results orientation, pushing toward best-in-class clinical decision services. Given the focus on Clinical Decisions products, the PM will interact with third parties, including Electronic Health Records software vendors like Epic and Cerner.

Customer Focus

The performance of this role is closely tied to the satisfaction of our customers. Therefore, the PM will prioritize the needs of our clients and work to provide a seamless experience throughout the customer journey.

Creative ideation

The PM should have a well-developed creative process that helps them generate, develop, and curate new ideas. They determine the positions to be worked on based on customer feedback about product impact. User feedback also helps to improve product strategy, so the product manager needs to consider it when advocating pragmatic ideations.

Identifying important capabilities

The PM determines which capabilities to include in their product by considering their relative ranking. The capability features are ranked by their level of priority/importance, and the essential ones are represented on the final list.

Product strategy

The PM must also work on the product strategy by bringing the vision to life. This involves developing and maintaining a practical roadmap that considers all strategic goals for customer success.

Development releases

A critical part of being a PM is keeping up with timelines for implementation and revenue potential during the customer journey phase. Provide business context and input to prioritize work and perform in effectual release coordination.

Job Responsibilities

• Partner with the Customer Success and Sales teams as a technical lead throughout the customer journey.
• Participate in customer implementation calls and processes.
• Participate in service issue resolution and improve service issues by refining customer and internal processes and tooling.
• Engage with customers via interviews, win/loss calls, surveys, presentations, webinars, conferences, advisory boards, etc.
• Identify opportunities to improve customer workflows and create efficiencies. Pitch ideas to leadership and, if approved, drive implementation.
• Work with the various teams to create and maintain necessary documentation.
• Provide Sales and Marketing support (e.g., product information, RFP support, responses to customer/Sales inquiries).
• Work with leadership and cross-functional teams to continually identify capabilities in Clinical Decisions’ product offerings that maximize customer success.
• Draft and own Features and Capabilities (work items) for Agile development teams and manage these items throughout the Agile development process.

Required Qualifications

• Direct product management experience.
• Experienced in software onboarding and adoption.
• Experienced in IT service onboarding and adoption with the Customer.
• Experienced in Agile product development methodologies.
• Strong interpersonal and communication skills, including presentation skills.
• Excellent analytical skills and can generate data insights yourself.

Preferred Qualifications

• Working experience within the Health IT environment.
• Experience configuring Electronic Health Records software. Ideally, Epic or Cerner.
• An entrepreneurial track record of successfully delivering business results in rapidly evolving markets, preferably through growth of the customer base and service acquisitions.
• Pragmatic Institute or similar training.
• Experience with HIPAA and Accessibility compliance.

Skills

• Identifiable design and user experience knowledge, especially in medical information services.
• Capacity and resilience to develop, build, and grow strong working relationships at all levels of leadership, management, across teams, across departments and with partner organizations.
• Ability to lead change management efforts and increase operational excellence.
• Proven record of meeting commitments, proactive problem solving, critical thinking, and project execution skills.
• Recognized as an effective communicator with excellent written and speaking skills. They will have to interact seamlessly with customers, engineering teams, and executives in-person and remotely.
• Established ability to create a long-term roadmap for the organization.

Target Annual Salary Range: $99,220. - 141,740. The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location. EBSCO provides a generous benefits program including medical, dental, vision, life and disability insurance, flexible spending accounts, a retirement savings plan, paid parental leave, holidays and paid time off (PTO), as well as tuition reimbursement. View more about EBSCO’s benefits here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.