The Implementation Manager will be responsible for ensuring a positive client experience throughout the new client implementation process of their Wellness Platform as well as other projects of both business and system, as assigned by manager. This position will be located in Downtown Chicago, IL.
Essential Functions:
- Manage new client implementation process from Sales hand-off to program launch; remaining on the account 30 days post launch to ensure smooth transition to Wellness Strategy Manager
- Work with Sales Consultants and Operations to establish implementation timelines and metrics for all new accounts
- Ensure a timely and accurate implementation
- Responsible for coordinating and running client implementation kick off calls and ongoing project meetings with clients’ stakeholders. Implementation Manager may be expected to travel to be onsite for new client implementation kick off meetings or other onsite meetings
- Responsible for Facilitating meetings effectively; preparing agendas, minutes, deliverables and other project documentation to communicate progress internally and externally
- Responsible for preparing and coordinating formal presentations to new clients, regarding product, plan design, member education, service results, and renewals
- Establish working relationship with client point-of-contact; develop and work with the Wellness Strategy Manager to set the account service strategy
- Take ownership for new systems enhancements that may arise out of new client implementations
- Recognize and act on issues needing escalation as necessary when project milestones are at risk and find ways to solve project issues if they arise
- Responsible for representing the client’s best interests within Vitality, ensure that all processes and procedures are completed, quality standards are maintained, and issues are resolved in a timely manner
- Quickly identify common ground with internal and external stakeholders. Know when to persist and when to compromise. Effectively negotiate to deliver a win-win outcome
- Resolve conflicts and ensure that deliverables meet client requirements
- Share your outcomes, results, and best practices with peers as well as management
- Build and reinforce interdepartmental relationships by driving excellence in communication and working together as a team
- Effectively manage expectations regarding outcomes, goals and deliverables
- Demonstrate excellent verbal and written communication skills. Effectively summarize meeting outcomes, keeping detailed action plans
- Be willing and able to handle multiple client accounts, projects and tasks; ensuring all milestones are tracked and recorded effectively. Know if, when and how to leverage available tools, support and resources to complete tasks on time and within scope. Be comfortable with frequent changes in a fast-past, growing business
Education/Experience/Skills:
- BA or BS degree preferred
- PMP certification preferred
- 2-3 years Project Management experience
- Health or Wellness related background preferred
- Excellent written and oral communication including presentation skills
- Strong organization, communication and problem-solving skills
- Strong analytical, data management and PC skills including working knowledge of PowerPoint, Word and Excel
- Ability to work both independently and in a collaborative manner in a rapidly changing environment
- Ability to handle multiple priorities and projects in a fast-paced work environment
- Customer focused and responsive
- Flexible regarding daily work assignments
- Self-starter with the ability to achieve results independently as well as in a team environment
- Highly motivated and energetic professional who enjoys working in an entrepreneurial, fast-growing environment