The Implementation Manager works closely with clients, brokers, external vendors, and most departments at the company and is responsible for managing project timeline, gaining granular understanding of a new client’s business needs, establishing and documenting processes to support those needs, and ultimately the successful onboarding of newly sold cases.

The Day-to-Day: (Essential functions that are 5% or more of the job)

• Serves as primary point of contact and advocate for new clients during the implementation phase
• Ensures project timeline is adhered to and deliverables are met on schedule
• Sets and resets expectations with internal and external stakeholders
• Facilitates and hosts internal and external conference calls with clients, brokers, and vendors
• Establishes and documents client’s business rules in support of client’s business objectives
• Facilitates set-up of new clients with various vendors and internally in the company’s proprietary systems
• Tracks tasks, identifies opportunities, anticipates potential obstacles, and finds solutions
• Formulates and communicates plan of action and resolution for all escalated deliverables
• Supports and collaborates with Sales and Client Relations Departments, including occasional travel
• Follow the company policies and procedures required to comply with applicable data privacy and confidentiality requirements, including but not limited to SOC controls, and HIPAA Privacy and Security regulations
• Performs other duties as assigned

The Right Person for the job has: (Knowledge, skills and abilities required to perform the job)

• Service-oriented individual with strong communication skills (written, verbal, and listening)
• Attention to detail with excellent organizational and time management skills
• Ability to adapt to changes in project scope and varying deliverables
• Ability to explain and understand complex business concepts
• Ability to work under pressure and meet deadlines
• Resourceful can-do attitude with creative problem-solving ability
• Consultative approach with a solutions-oriented mindset
• Strong knowledge of Microsoft Office Suite and intermediate experience in the use of Microsoft Excel; CRM Software such as Salesforce is a plus
• General knowledge of employee benefit plans

Required Education & Experience: (Minimum level of education and experience required to perform job)

• Bachelor’s degree, preferred
• College degree can be substituted with 2 years of experience in benefits administration or employee benefits experience
• Previous experience in project management, preferred

Licenses/Certifications:

• Group 1 insurance license preferred; must be eligible for licensing within first 90 days of employment

Physical Demands:

• Ability to sit for extended periods
• Repetitive motions
• Little physical effort required