Implementation Manager Job Description

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Implementation Manager Job Description

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Sales

Job summary 1

The Implementation Manager is responsible for managing new business implementations. They serve as the business owner and leaders of these implementations and are accountable for delivering business results. This role supports the ongoing needs of the business while ensuring best practices are implemented throughout the organization. Provide technical oversight of the products’ installation environment, and maintenance of the system to ensure reliable performance. Advocate continuous improvement methodologies and tools across the business and are responsible for facilitating project identification and implementation in coordination with facility operations.

Duties & Responsibilities 1

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Requirements & Skills 1

Job summary 2

The Implementation Manager will be responsible for assisting self-serve prospects from evaluation through thirty-day onboarding and supporting the Enterprise sales process as a solutions architect. This position is ideal for someone with a knack for consultative sales, familiarity with the software development life cycle, and a passion for delivering an exceptional customer experience.

Duties & Responsibilities 2

Quickly become a product expert and trusted advisor on QA best practices
Provide product expertise and strategic consultation during the Enterprise sales process
Own the onboarding of our self-serve customers in their first 30 days
Ascertain customer goals and translate them into implementation plans, QA strategy recommendations, and workflow integration best practices
Conduct product demos and discovery calls for qualified self-serve prospects evaluating our tool
- Collaborate and iterate on “one-to-many” tech-touch customer journey onboarding content
- Amplify the voice of the customer; assimilate patterns and share insight with leadership, Product, Support, and Engineering to improve the self-serve customer experience
- Partner with Customer Success post-onboarding to ensure exceptional long-term retention

Requirements & Skills 2

Job summary 3

The Implementation Manager has overall responsibility for the end-to-end management of the implementation process and key deliverables for clients. They develop and negotiate the implementation plan for sold accounts and monitor progress against timeline due dates. Will interact directly with clients, insurance producers, sales, client management, and other internal business units as needed to design and develop communication/enrollment strategies.

Duties & Responsibilities 3

Owns the initiation of client and internal meetings and facilitates discussions. Engages in clear, effective communication to establish responsibilities and internal due dates for all business partners on each implementation.
Manages the gathering of critical information with the client and producer and negotiates and resolves all issues relative to the overall implementation process and timing of deliverables.
Accountable for client education and management of expectations. Will identify and communicate issues that surface during the implementation process and solve or coordinate the resolution.
Will utilize strong underwriting and product knowledge to support the review for content accuracy and intent. Will be responsible for capturing and coordinating corrections/changes as appropriate.
If necessary collaborates with appropriate internal business partners to coordinate, produce and review communication and marketing materials that support the enrollment process. Coordinates delivery of required communication materials and ensures timely delivery.
- Responsible for case set-up information and accountable for integrity and timeliness of all data elements provided to the internal client set-up units including, but not limited to case structure and billing set up, eligibility collection, database loading and delivery and approval of plan policies and certificates. Collaborates with the Contracts area to produce policies, certificates, and agreements that meet all legal requirements.
- Educates the various internal functional areas on implementation guidelines and workflow that are critical to the success of the implementation process.
- Works closely with internal partners to ensure all changes are made to the client’s satisfaction.

Requirements & Skills 3

Job summary 4

The Implementation Manager provides world-class customer service to our Business Partners, Employers, Agents, Brokers, Insurance Carriers, TPAs, employer relationships, and channel partners. Provides support to external sales and growth team as needed throughout the implementation. Using a consultative approach, you will onboard our largest employers, develop an optimal plan design to meet their business needs, create and maintain a formal implementation plan, and deliver on quality execution and employer satisfaction.

Duties & Responsibilities 4

Lead the onboarding process for employers, which includes presenting the options and working with your assigned employers to select the best plan design and product setup to meet their needs, articulate the implications and customer experience of their go-forward design, and conduct training on the use of the product.
Anticipate, address, and develop solutions for concerns or challenges that an employer may face, leverage internal SMEs where needed to drive and deliver on quality execution
- Be accountable for overall employer onboarding success, ensure your employers have a positive experience, are engaged and satisfied with our product and services, and are poised to expand their engagement with Bank
- Create and maintains documentation, policies, and procedures for assigned tasks as needed
- Performs assigned off-peak tasks and projects in a quality and timely manner

Requirements & Skills 4

Excellent interpersonal, negotiation, and relationship-building skills. You will serve as the face of the Bank to our newest and largest employers so you will be nurturing relationships with our stakeholders.
Exceptional verbal and written communication skills. Our employers are diverse, and you can communicate and translate information to audiences at all levels.
Experience in project management (preferred). You will work with multiple employers and will need to exercise strong organizational skills and attention to detail.
Strong problem-solving skills. You will help our employers overcome challenges, and you will start by listening and asking questions to develop a deep understanding of their needs to drive optional plan design/configuration.
Comfortable with advocating for employers internally. You will own the onboarding health for your assigned employers, so we will rely on you to escalate concerns and share feedback.
- Self-starter with a strong sense of ownership
- No task is too small" attitude, with a passion for service excellence and an eagerness to learn
- Desire to work in a fast-paced environment

Job summary 5

We are looking for an Implementation Manager to drive fast, efficient, and delightful onboarding for new customers. Working in partnership with customer success, integrations, and sales teams, you’ll own the strategic onboarding process including managing timelines, projects, stakeholder alignment, and expectation setting across internal and external teams. Ideal candidates can understand technical complexity, have a leave of sense of managing people, and have a grave ability to get stuff done. Deep curiosity and the ability to go above and beyond to tackle big problems are key!

Duties & Responsibilities 5

Manage customer onboarding projects
Identify and tackle blockers to getting customers live quickly
Communicate and align with internal and external stakeholders
Create and own project plans
Design methods for repeatable projects
Automate as much as possible
- Deliver speed and quality for all onboarding projects
- Help build internal integration and services ability
- Document process changes for customers' accounting and customer service teams

Requirements & Skills 5

3+ year of technical project management at a B2B SaaS company
Empathetic attitude with engineers and customers
- Great communication skills
- Process oriented mindset
- Ideal candidates have either strong academic credentials or experience at a top employer. Consulting experience is a plus.

Job summary 6

The Implementation Manager is responsible for supporting and/or leading the onboarding and installation of life, disability, and supplemental health products within company and Individual operations. The Implementation Manager will support a team of Senior Implementation Managers helping to facilitate each installation by initiating the implementation process, preparing the installation materials for the employer, reviewing and validating documents, and leading small-scale end-to-end group implementations for small business groups, expatriates, and key accounts. In addition, the Implementation Manager will be required to provide ongoing service support to our customers, brokers, sales, and internal partners post-installation.

Duties & Responsibilities 6

Initiate the implementation process for Financial Protection Products
Review and validate documents received during implementation
Prepare onboarding employer implementation materials for the senior implementation team
Monitor, track, and report the status of case preparation and implementation
Facilitate the assignment of new sold case submissions
Lead and manage the implementation of new products for in-force customers and small business/global expatriates
- Provide critical support to our customers, brokers, sales partners, and senior implementation team through the management and resolution of ongoing service issues and inquiries
- Facilitate the transition of newly onboarded groups to the account management team
- While this role has a serious impact, it's not easy. Deadlines can be intense and having keen attention to detail is critical to maintaining workflow and project timelines.

Requirements & Skills 6

High school diploma / GED (or higher) OR equivalent work experience
2+ years of customer service experience
Experience with Microsoft Word (create and edit documents), Microsoft Excel (including the ability to work with formulas and edit/create spreadsheets)
4+ years of experience in the Healthcare / Insurance Industry
Experience with implementation and/or managing benefits
- Experience with Life and/or Disability Insurance
- Customer centric mindset
- Excellent verbal and written communication, presentation and negotiation skills

Job summary 7

We are seeking an Implementation Manager to join our growing team. The Implementation Manager is responsible for overseeing Company’s Project Management team. You will support the rapid scaling of our department. You will need to master handling multiple tasks across various channels. You will ensure that clients enjoy a successful onboarding experience and are set up to start using the product successfully. You will have exceptional communication skills, resourcefulness, the ability to work well with a diverse range of personalities and perspectives, and the desire for continuous improvement.

Duties & Responsibilities 7

Requirements & Skills 7

4-year college degree
2-3 years working as a project manager in a customer-facing role
1+ year of managing a team
- Use of Milestones preferred, Project Management tool required
- Strong knowledge of Excel and Microsoft Suite
- Strong written and verbal communication skills

Job summary 8

The Implementation Manager serves as the Project Manager for implementing new clients, additional products to current clients, and data processor conversion. They must serve as the liaison between Clients, Staff, and Operations to ensure the accurate and timely implementation of new clients, products, and services.

Duties & Responsibilities 8

Lead project management for new account implementations using project management methodology to onboard new accounts, products, and services within the established service level expectations, which ultimately leads to client satisfaction and cost benefits to Company
Proactively own and manage multiple high-visibility and high-profile client and field relationships during implementations with the utmost professionalism to establish and meet client expectations by protecting the brand and for increased client satisfaction
- Understand, prioritize, and drive resolution of issues that may arise in implementation through hands-on involvement and highly effective communication between responsible parties to hold self and others accountable, and drive timely project implementation
- Prepares, distributes, provides regular status updates to clients and appropriate departments in written and verbal form, and maintains all project documentation using project management methodology to ensure all relevant items are communicated and documented for historical reporting measures
- Recognize and resolve systemic issues to prevent them from repeating

Requirements & Skills 8

Job summary 9

The Implementation Manager will be responsible for partnering with project management, technical delivery, and training to ensure delivery of the commitments we make to our clients.

Duties & Responsibilities 9

Requirements & Skills 9

3+ years experience with online learning software, or equivalent experience
3+ years experience implementing SaaS solutions
Proven team management experience
Professional communication and presentation skills
- Excellent organizational skills
- Ability to "roll up your sleeves" and engage in projects when needed; knowing when to engage and when to delegate to the team.
- Competency in employee engagement, development, and coaching

Job summary 10

The Implementation Manager (IM) position has the primary goal of ensuring successful and high-quality implementations of new accounts according to client needs, objectives, and contract specifications. The IM is responsible for managing personnel allocated to the implementation, ensuring the accomplishment of major milestones, partnering with the client to optimize scribe utilization and workflow, and maintaining on-the-ground operations that serve the overall best interest of the implementation. Through quality assurance measures, productive communication, necessary site visits, and interdepartmental coordination, the IM will ensure that each account is implemented successfully.

Duties & Responsibilities 10

Follow timelines and monitor progress and adherence to timeline and/or budget
Manage and monitor several implementations simultaneously
Optimize scribe utilization and workflow at an implementation
Meet with local facility staff to learn the departmental flow and determine provider preferences
Troubleshoot any operational matters before or during the implementation phase
- Operate as the main point of contact for all matters during the implementation
- Prepare for implementations by hiring and onboarding scribes before the implementation start date
- May be required to lead implementations at the site level

Requirements & Skills 10

Frequently asked questions

What Is The Description Of the implementation manager?

An implementation manager is responsible for overseeing the planning, execution, and delivery of complex projects or programs within an organization. This typically involves managing a team of project managers and other stakeholders to ensure that project goals are met on time, within budget, and to the satisfaction of all stakeholders.

Some of the key responsibilities of an implementation manager may include:

Defining project goals and objectives, scope, and deliverables

Developing project plans, timelines, and budgets

Leading and managing project teams to ensure that project tasks are completed on time and within budget

Communicating project status and progress to senior leadership and other stakeholders

Identifying and managing project risks and issues

Developing and maintaining strong relationships with stakeholders and project sponsors

Ensuring that project outcomes meet or exceed stakeholder expectations

Developing and implementing project management methodologies and best practices to improve project delivery.

Overall, an implementation manager plays a critical role in ensuring that complex projects are successfully executed and delivered within an organization. This requires a strong understanding of project management principles, excellent communication skills, and the ability to lead and motivate teams to achieve project goals.

Olivia Powell
Recruiting expert

Last updated Sep 30

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Implementation Manager Job Description

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Frequently asked questions

What Is The Description Of the implementation manager?

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