Implementation Manager

About the role

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 and works internally to manage resource allocation, oversee configuration and testing. They are overall accountable for the performance of the project and work closely with the Client Service Manager and Business Systems Manager to manage day-to-day services during the implementation phases.

Responsibilities

• Manage client satisfaction and satisfaction tracking, reference status, and relationship during implementation.
• Responsible for project management for aligned clients; track project milestones through internal project management tools.
• Manage internal cross-functional teams in support of project needs, including core integration, custom services, and third-party integration throughout 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; review deliverables prepared by the team before passing to the client.
• Ensure all requirements are documented accurately and defined to meet ongoing system obligations according to Empyrean standards.
• Lead successful client requirements discussions while consulting the client toward Empyrean best practices.
• Communicate effectively with clients to identify needs and evaluate alternative business solutions.
• Lead processes of business requirements gathering and documentation.
• Provide best practices consulting and manage client statement of work.
• Demonstrate in-depth knowledge and understanding of current and new system functionality; effectively convey changes and decisions to clients and escalate gaps in functionality as appropriate.
• Stay aware of planned base platform releases, assess client-specific impact, and ensure testing is completed across clients.
• Responsible for timely communication and upselling of release contents to clients, where applicable.
• Ensure 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.

Requirements

• Able to effectively align and manage resources, including people and budgets.
• Collaborate well with team members by being open to questions, providing effective coaching, and maintaining a positive team environment.
• Able to influence others, individually and in group settings, to obtain client commitment and grow business opportunities.
• Excellent customer focus and service orientation.
• Strong analytical skills and ability to translate customer business requirements 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 and ability to be flexible while working under pressure to meet strict deadlines in a team environment.
• Must be a self-starter with 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.

Qualifications

• Bachelor’s degree preferred but not required; equivalent years of experience in benefits administration outsourcing, system implementation, managing client relationships, sales, or a related field may substitute.
• 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, capabilities, 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.
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered.