Implementation Manager

About the Role

The Implementation Manager will serve as the single point of contact for benefit plan implementations, driving end-to-end client onboarding strategy from pre-sale consultation through initial post-sale administration. Reporting to the Sr. Manager of Client Management, this role is critical in creating long-term client partnerships, managing complex project timelines, and ensuring seamless service delivery.

Responsibilities

• Serve as the single point of contact for client benefit plan installations, coordinating all project deliverables and resolving implementation issues
• Create, manage, and track comprehensive project plans and issue logs with clear action items and target dates
• Partner closely with key stakeholders—including sales teams, consultants, plan sponsors, and internal operations—to address critical implementation needs
• Ensure implementation strategies adhere strictly to performance guarantee arrangements
• Evaluate client-requested exceptions to develop creative solutions while minimizing operational impact
• Collaborate on the design and review of complex account and benefit structures tailored to client objectives
• Participate in client finalist meetings to present the organization's implementation process and capabilities
• Identify cross-selling opportunities for additional products and services throughout the onboarding lifecycle

Qualifications & Requirements

• Experience: 2-4 years of dedicated project management or customer/client success experience, ideally within benefit administration or financial/client services
• Education: Bachelor's degree in Business, Communications, Finance, or a related field preferred
• Technical Skills: Proficiency in Microsoft Office Suite (Excel, Word, Outlook); experience with Salesforce CRM is preferred
• Project Management: Exceptional organizational skills with a proven track record of managing multi-faceted timelines, prioritizing tasks, and meeting strict deadlines
• Communication & Collaboration: Excellent written and verbal communication skills with the ability to represent the organization in high-level client discussions
• Analytical Mindset: High attention to detail, accuracy, and strong problem-solving capabilities