Associate Client Implementation Manager

About the role

The Associate Client Implementation Manager serves as the primary point of contact for clients and coordinates all activities throughout their onboarding experience. This role involves overseeing the implementation process, setting expectations, and ensuring client satisfaction.

Responsibilities

• Provides day-to-day oversight of the client implementation, understanding clients' goals and use cases, recommending and guiding product configuration, helping set expectations, and establishing priorities.
• Serves as the primary point of contact for implementation, understanding and communicating client feedback internally.
• Partners with the Delivery Team to ensure completion of product configuration, manage timeline for deliverables, and set clients up for success.
• Collaborates between multiple departments and teams to reconcile competing priorities and maximize overall client satisfaction and project success.
• Bridges the gap between PGForsta experts and other departments, creating seamless handoffs and post-implementation support.
• Identifies and escalates challenges and risks associated with implementation and client satisfaction to supervisor and other senior team members before problems become critical.
• Provides product overview and connects clients with training and education opportunities.

Requirements

• Minimum 2 years’ of relevant experience in a client-facing project management, consulting, or operations role; ideally in a healthcare related field.
• Excellent interpersonal, communications, listening, and presentation skills.
• Solid working knowledge of improvement methodology, best practices, and data analytics.
• Proven track record of successfully delivering complex projects and attaining high client satisfaction.
• Ability to work in a fast-paced environment while prioritizing competing client needs.
• Obsession with customer experience including follow-up and problem resolution.
• Ability to travel up to 5% to provide client support both virtually and onsite, via webinar/group meeting or individual consultation.

Qualifications

• Bachelor’s degree and 2 years minimum of prior relevant experience in a client-facing project management, consulting, or operations role; ideally in a healthcare related field.