CXT - Client Experience Team - IMPLEMENTATION MANAGER
Empyrean Services, Houston, TX, United States
Implementation Manager
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. They also work internally to manage resource allocation, oversee configuration and testing, and are overall accountable for the performance of the project. They work closely with the Client Service Manager and Business Systems Manager to manage day-to-day services during the implementation phases. Implementation Managers are responsible for client satisfaction during the implementation and require strong process-oriented skills, client requirement knowledge and in-depth Health and Welfare domain knowledge.
Essential Duties and Responsibilities
Manage client satisfaction and satisfaction tracking, reference status, and relationship during implementation
Responsible for project management for aligned clients; Tracks project milestones through internal project management tools
Manage internal cross-functional teams in support of project needs, which include core integration, custom services and third-party integration in support of new clients and/or services, through 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, and reviews deliverables prepared by team as appropriate before passing to client
Own accountability for the success of assigned implementations
Ensure all requirements are documented accurately and defined to meet ongoing system obligations according to Empyrean standards; leads successful client requirements discussions while consulting the client toward Empyrean best practices; communicates effectively with clients to identify needs and evaluate alternative business solutions.
Lead processes of business requirements gathering and documentation
Provide best practices consulting and manages to client statement of work
Demonstrate in-depth knowledge and understanding of current and new system functionality; is able to effectively convey to and consult with clients regarding changes and decisions that may impact them; escalates gaps in functionality, as appropriate.
Is aware of planned base platform releases and is accountable for ensuring the team understands the content, assesses the client-specific impact, and that testing is completed across clients, as applicable. Is responsible for timely communicating/upselling release contents to clients, where applicable.
Ensure that 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
Knowledge, Skills and Abilities
Able to effectively align and manage resources, including people and budgets
Collaborate well with team members by being open to questions, provide effective coaching, and maintain a positive team environment
Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
Excellent customer focus/service orientation
Excellent written and verbal communication skills
Strong analytical skills
Ability to translate customer business requirements and/or protocol 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
Ability to be flexible and work under pressure to meet strict deadlines in a team environment
Must be a self-starter
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
Experience and/or Education
Bachelor's degree preferred but not required
In lieu of Bachelor's degree, equivalent years of experience in benefits administration outsourcing, system implementation, managing client relationships, sales or a related field
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 and capabilities and 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
Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
Empyrean is an Equal Opportunity Employer: including disability and protected veteran status
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. They also work internally to manage resource allocation, oversee configuration and testing, and are overall accountable for the performance of the project. They work closely with the Client Service Manager and Business Systems Manager to manage day-to-day services during the implementation phases. Implementation Managers are responsible for client satisfaction during the implementation and require strong process-oriented skills, client requirement knowledge and in-depth Health and Welfare domain knowledge.
Essential Duties and Responsibilities
Manage client satisfaction and satisfaction tracking, reference status, and relationship during implementation
Responsible for project management for aligned clients; Tracks project milestones through internal project management tools
Manage internal cross-functional teams in support of project needs, which include core integration, custom services and third-party integration in support of new clients and/or services, through 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, and reviews deliverables prepared by team as appropriate before passing to client
Own accountability for the success of assigned implementations
Ensure all requirements are documented accurately and defined to meet ongoing system obligations according to Empyrean standards; leads successful client requirements discussions while consulting the client toward Empyrean best practices; communicates effectively with clients to identify needs and evaluate alternative business solutions.
Lead processes of business requirements gathering and documentation
Provide best practices consulting and manages to client statement of work
Demonstrate in-depth knowledge and understanding of current and new system functionality; is able to effectively convey to and consult with clients regarding changes and decisions that may impact them; escalates gaps in functionality, as appropriate.
Is aware of planned base platform releases and is accountable for ensuring the team understands the content, assesses the client-specific impact, and that testing is completed across clients, as applicable. Is responsible for timely communicating/upselling release contents to clients, where applicable.
Ensure that 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
Knowledge, Skills and Abilities
Able to effectively align and manage resources, including people and budgets
Collaborate well with team members by being open to questions, provide effective coaching, and maintain a positive team environment
Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
Excellent customer focus/service orientation
Excellent written and verbal communication skills
Strong analytical skills
Ability to translate customer business requirements and/or protocol 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
Ability to be flexible and work under pressure to meet strict deadlines in a team environment
Must be a self-starter
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
Experience and/or Education
Bachelor's degree preferred but not required
In lieu of Bachelor's degree, equivalent years of experience in benefits administration outsourcing, system implementation, managing client relationships, sales or a related field
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 and capabilities and 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
Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
Empyrean is an Equal Opportunity Employer: including disability and protected veteran status