CXT - Client Experience Team - IMPLEMENTATION MANAGER

Job Summary

The Implementation Manager is accountable for the successful execution of all tasks relating to benefits delivery implementation. The Implementation Manager works directly with clients during implementations to define requirements. They also work internally to manage resource allocation, oversee configuration and testing, and are overall accountable for the performance of the project. They work closely with the Client Service Manager and Business Systems Manager to manage day-to-day services during the implementation phases. Implementation Managers are responsible for client satisfaction during the implementation and require strong process-oriented skills, client requirement knowledge and in-depth Health and Welfare domain knowledge.

Essential Duties And Responsibilities

• Manage client satisfaction and satisfaction tracking, reference status, and relationship during implementation
• Responsible for project management for aligned clients; Tracks project milestones through internal project management tools
• Manage internal cross-functional teams in support of project needs, which include core integration, custom services and third-party integration in support of new clients and/or services, through the implementation life cycle.
• Partner with Client Service Manager and Business Systems Manager to ensure successful transition to ongoing administration
• Demonstrate accountability for client profitability by meeting and/or exceeding set targets
• Own tracking and resolution of client implementation and testing issues, and reviews deliverables prepared by team as appropriate before passing to client
• Own accountability for the success of assigned implementations
• Ensure all requirements are documented accurately and defined to meet ongoing system obligations according to Empyrean standards; leads successful client requirements discussions while consulting the client toward Empyrean best practices; communicates effectively with clients to identify needs and evaluate alternative business solutions.
• Lead processes of business requirements gathering and documentation
• Provide best practices consulting and manages to client statement of work
• Demonstrate in-depth knowledge and understanding of current and new system functionality; is able to effectively convey to and consult with clients regarding changes and decisions that may impact them; escalates gaps in functionality, as appropriate.
• Is aware of planned base platform releases and is accountable for ensuring the team understands the content, assesses the client-specific impact, and that testing is completed across clients, as applicable. Is responsible for timely communicating/upselling release contents to clients, where applicable.
• Ensure that compliance regulations are met across aligned clients, including SOC1, and follow and enforce Empyrean’s data security policies
• Record and submit time accurately and timely against assigned project codes
• Perform other job-related duties as assigned
  
  

Knowledge, Skills And Abilities

• Able to effectively align and manage resources, including people and budgets
• Collaborate well with team members by being open to questions, provide effective coaching, and maintain a positive team environment
• Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
• Excellent customer focus/service orientation
• Excellent written and verbal communication skills
• Strong analytical skills
• Ability to translate customer business requirements and/or protocol into system requirements
• Continuous improvement and teamwork mindset
• Strong attention to detail and accuracy
• Experienced time management skills, including the ability to run many projects simultaneously
• Good organizational skills
• Ability to be flexible and work under pressure to meet strict deadlines in a team environment
• Must be a self-starter
• Strong interpersonal skills to maintain effective working relationships with co-workers, customers, prospective customers and vendors
• Ability to carry out assigned projects to their completion
  
  

Experience And/Or Education

• Bachelor’s degree preferred but not required
• In lieu of Bachelor’s degree, equivalent years of experience in benefits administration outsourcing, system implementation, managing client relationships, sales or a related field
• 5 years of project management experience managing multifaceted projects and teams, including on-site and/or virtual management
• Knowledge of the Health & Welfare industry, benefit outsourcing systems, business processes and capabilities and services, operations, and delivery
• Understanding of project management tools and techniques, following best practices to initiate, take responsibility for, and achieve defined project outcomes
• Previous benefits administration and direct external client consulting experience preferred
• Experience using conferencing technology such as Zoom or WebEx
• Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
  

Empyrean is an Equal Opportunity Employer: including disability and protected veteran status