Job Description

The Implementation Manager is responsible for Project management of New Client implementations, New Product Launches/Client Departures, Primary SME and contact for all new product launches/builds for all clients, Management of, and SME, on Channel New Client Implementation Resources and Tools, New Client Implementation communication – externally and internally – on expectations, timelines, and task completion. Beyond expedient product launches and special projects assigned, successful execution includes frequent communication, accuracy, efficiency, productivity and problem solving while maintaining a high performing cross-functional collaboration to meet client expectations. This position will provide reporting to the VP, Client Success to help drive efficiencies or create greater awareness on areas of interest. The Implementation Manager may also cover for CSM’s as a result of PTO or an open position. From time to time, it may be necessary to work into the evening to monitor key product launches.

CRITICAL RESPONSIBILITIES:

• Deliver successful client product launches resulting in a streamlined processes and faster revenue recognition (for the client and EVERSANA).
• Set up products in applicable business systems
• Champion cross-enterprise collaboration and communication resulting in more efficient and effective delivery.
• Maintain a high-level adherence to department and company processes resulting in high quality client experience and satisfaction.
• Lead interactions at all levels within EVERSANA and clients’ company in order to maintain and demonstrate the expected high level of client satisfaction.
• Excellent project management skills
• Manage new client implementations and departures as requested
• Cover for CSMs as a result of PTO or an open position.
• Provide reporting to management (SFDC, PowerBI) on internal operations and insights to increase efficiencies and expedite problem solving

ESSENTIAL FUNCTIONS:

• Operational Tasks - The incumbent provides key support services for Company personnel including oversight of key launch processes and special projects assigned. The position will have direct contact with EVERSANA clients as a result of the business function, therefore effective communications skills, written and oral are critical.
• Continuous Improvement - The incumbent is expected to work with all team members across EVERSANA in continually evaluating the efficiency, productivity and accuracy levels and recommending process improvements.
• Client Delight – Our culture is all about support and solutions. We thrive on working together for the success of our clients. This means a give-and-take environment in terms of feedback.
• Winning Together – Our culture values cross-functional team work and this role must demonstrate that winning requires strong collaboration.

RESPONSIBILITIES:

Project Management:

• Manages multiple types of client product launches at a time
• Provides superior customer services internally and externally and manages client expectations
• Resolves problems, project questions and issues in a timely manner to ensure launches stay on target.
• Meets with internal and external customers as needed to resolve issues or questions in a timely manner.
• Lead new client implementations, departures and new service offerings (as needed)
• Develop new insights and reporting for common operational and business activities that would benefit our clients and our internal teams

Operations and Service Management:

• Work effectively in all applicable systems and standardized systems/processes.
• Manages client product launches, New client Implementations and departures.
• Completes all necessary project management documentation, work plans and communications.
• Communicates clearly with all team members regarding changes in workload or schedules.
• Demonstrates a passion and desire for excellence within the position, department and company.
• Completes requests/tasks as assigned by department team members.
• Prepare client KPI reports.
• Resolve client inquiries/requests/issues in a timely fashion that are part of launches and/or departures.

Leadership:

• Manage with a sense of urgency and availability as the client advocate
• Represents the company with clients, customers, vendors, business partners and the public.
• Lead cross-functional teams as required and facilitates team meetings
• Creates a positive environment that encourages open and honest communication that is core to collaborative work relationships

Travel:

• Expected to travel 10% of the time (EVERSANA facilities and/or client sites).

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

MINIMUM QUALIFICATIONS:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Excellent mathematical skills.
• Proficiency using the following software/hardware: Microsoft Excel, Microsoft Word, Microsoft Outlook. The ability to learn and become proficient in company software packages.
• Strong written, verbal and interpersonal communication skills are critical to this position.
• Must be a good listener and able to respond to clients in a professional manner.
• The ability to work independently as well as working with management on key client issues.
• Excellent interpersonal skills with the ability to productively interact and negotiate with all levels of customers and company personnel.
• Excellent organizational skills with the ability to: perform detail-oriented work accurately, handle several assignments simultaneously, maintain confidential information, and produce reports in a timely manner.
• A college/tech school degree in Business Administration or a related field is preferred. Two + years of customer service, account or project management experience.
• Previous Project Management experience strongly preferred.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to calculate figures and amounts such as discounts, interest, commissions proportions, and percentages.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Great people skills; fair, kind-hearted, energetic, client focused and be able to have fun.
• Excellent communication skills (written and verbal) and embodies a collaborative work style

PREFERRED QUALIFICATIONS:

• A 4-year college degree in Business Administration or a related field is preferred. Two + years of customer service, account or project management experience is preferred.
• Experience working with clients and internal team members to resolve business issues/requests.
• Experience working with Microsoft (including MS Project and PowerPoint).
• Excellent interpersonal skills with the ability to productively interact and negotiate with all levels of customers and company personnel.
• Previous Project Management experience strongly preferred.
• Great people skills; fair, kind-hearted, energetic, client focused and be able to have fun.
• Excellent communication skills (written and verbal) and embodies a collaborative work style

PHYSICAL AND MENTAL DEMANDS:

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public (70%).
• Ability to calculate figures and amounts such as discounts, interest, commissions proportions, and percentages (10%)
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables (20%)
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
• The position deals extensively with unplanned events and problems requiring effective reasoning and problem-solving skills.
• The position requires a high level of analytical proficiency.
• The position requires a computer at least 90% of the time; primarily using basic software such as Microsoft Office and various internal business applications and reporting systems.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

The position spends at least 90% of the time in an office and some time will be required in the warehouse (on the floor); no negative factors.

#INP

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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