Sr. Implementation Manager (Remote)

About the role

This role reports to the Sr. Manager, Client Management in the CDB Client Services Department. The Sr. Implementation Manager is responsible for coaching, training, and mentoring team members, assisting with the development, reviewing, and updating of policies and desktop procedures, and discussing, testing, and implementing new product offerings and software applications.

Through verbal and written communications, the incumbent will develop, strengthen, and maintain positive relationships with clients and firm associates. This role provides focused service from pre-sale consultation through initial post-sale client administration, fostering strong, long-term partnerships with customers and the consulting community.

Responsibilities

• Direct all aspects of customer benefit plan installation for new and existing high-profile, large, complex customers of PayFlex's products and services.
• Develop and execute an implementation strategy consistent with customer expectations, creating, managing, and tracking detailed project plans and issue logs outlining required actions, responsible parties, and assigned target dates.
• Act as the single point-of-contact for benefit plan implementation; mediate and coordinate resolution of all project deliverables and implementation-related issues.
• Ensure the implementation strategy is administered in accordance with all performance guarantee arrangements.
• Partner with key stakeholders (e.g., sales/service staff, consultants, plan sponsors, and other internal business units) to proactively identify and address critical implementation issues, ensuring customer expectations are consistently satisfied or exceeded.
• Evaluate the impact of client-requested exceptions and develop reasonable alternatives to satisfy client needs while minimizing impact on systems and operations; identify, communicate, and track cost-sensitive items not included as part of the standard process.
• Collaborate on the review, analysis, and development of recommendations for the design of complex account and benefit structures based on client objectives and PayFlex’s systems, administration, and reporting requirements.
• Participate in high-profile client finalist meetings, representing the organization’s implementation services process; identify opportunities for cross-sales and account rounding of additional PayFlex products and services throughout the implementation process.
• Effectively manage implementation team dynamics and provide direction/coaching to fellow team members to ensure the success of the overall implementation process; engage team members to follow through on their responsibilities and tasks.
• Assist the Manager in monitoring activities such as meeting established service levels, designing and testing new product offerings and software applications, and providing backup support for team members and supervisors.
• Maintain a positive work atmosphere with the team and internal departments.
• Assist in developing, updating, and reviewing internal Institutional Client Success and Client Onboarding policies and desktop procedures.
• Utilize sound judgment to escalate issues that may require intervention by the Manager.
• Prepare team statistics and reports.
• Manage special projects and suggest and implement improvements to internal processes.
• Perform other duties as assigned.