Client Implementation Manager

About the role

The Client Implementation Manager serves as the primary point of contact for clients during their onboarding experience. After a post-sales handoff, the Implementation Manager oversees the entire implementation process until go-live, coordinating with the Delivery Teams to ensure smooth transitions and client satisfaction.

Responsibilities

• Provides day-to-day oversight of the client implementation, understanding client goals and use cases, recommending and guiding product configuration, setting expectations, and establishing priorities.
• Forms strong relationships with clients by serving as the primary point of contact for implementation, understanding and communicating client feedback internally.
• Pairs with the Delivery Team to ensure completion of product configuration, manage timelines for deliverables, and set clients up for success.
• Collaborates between multiple departments and teams to reconcile competing priorities to maximize overall client satisfaction and project success.
• Bridges the gap between internal and external teams by bringing in appropriate PGForsta experts and creating seamless handoffs to other departments and post-implementation support.
• Identifies and escalates challenges and risks associated with implementation and client satisfaction to supervisors and senior team members before issues become critical.
• Provides product overviews and connects clients with training and education opportunities.

Requirements

• Minimum 5 years of relevant experience in a client-facing project management, consulting, or operations role, preferably in a healthcare-related field.
• Excellent interpersonal, communication, listening, and presentation skills.
• Solid working knowledge of improvement methodologies, best practices, and data analytics.
• Proven track record of successfully delivering complex projects and achieving high client satisfaction.
• Ability to work in a fast-paced environment while prioritizing competing client needs.
• A strong focus on customer experience, including follow-up and problem resolution.

Qualifications

• Minimum of a bachelor’s degree and 5 years of relevant experience in a client-facing project management, consulting, or operations role, preferably in a healthcare-related field.

Skills

• Strong analytical and strategic thinking skills.
• Excellent communication and interpersonal skills.
• Expertise in healthcare operations and stakeholder dynamics.
• Ability to work effectively in a fast-paced, dynamic environment.

Benefits

Press Ganey offers a comprehensive benefits package, including a competitive base salary ranging from $70,000 to $85,000, a discretionary bonus or commission tied to performance, and a robust benefits program that includes health insurance, retirement plans, and paid time off.

Pay

The expected base salary for this position ranges from $70,000 to $85,000. Offers are based on a range of factors including relevant skills, training, experience, education, and market and organizational considerations.

Schedule

This is a hybrid role available in Chicago, South Bend, or Provo, UT.