Client Implementation Manager

Press Ganey • South Bend, IN

6d

About The Position

The Implementation Manager is the primary client contact throughout onboarding, owning the implementation process from the post-sales handoff through go-live and transition to the Delivery Teams. The role aligns stakeholders on product needs, timelines, and implementation strategy, communicates clearly, and keeps internal and external parties accountable to deadlines so clients begin with confidence and trust.

Implementations are customized and involve large data sets, so the manager serves as a liaison among client and internal teams. The role calls for entrepreneurial thinking, analytical and strategic judgment, and the ability to explain how Press Ganey’s solutions address varied client needs. It also requires an expert understanding of how hospitals and health systems function and how to navigate their organizational roles and motivations to build alignment and client satisfaction.

Requirements

• At least 5 years of relevant experience in a client-facing project management, consulting, or operations role; ideally in a healthcare-related field.
• Excellent interpersonal, communication, listening, and presentation skills.
• Solid working knowledge of improvement methodology, best practices, and data analytics.
• Proven track record of delivering complex projects successfully and achieving high client satisfaction.
• Ability to work in a fast-paced environment while prioritizing competing client needs.
• Strong commitment to customer experience, including follow-up and problem resolution.
• Ability to travel up to 5% to support clients virtually and onsite, through webinars or group meetings, or through individual consultations.
• Bachelor’s degree.

Responsibilities

• Oversee day-to-day client implementation, understand client goals and use cases, recommend and guide product configuration, set expectations, and establish priorities.
• Serve as the primary implementation contact, build strong client relationships, and communicate client feedback internally.
• Partner with the Delivery Team to complete product configuration, manage deliverable timelines, and prepare clients for success.
• Coordinate across departments and teams to reconcile competing priorities and maximize client satisfaction and project success.
• Engage appropriate PGForsta experts and facilitate seamless handoffs to other departments and post-implementation support.
• Identify and escalate implementation or client-satisfaction challenges and risks to the supervisor and senior team members before they become critical.
• Provide product overviews and connect clients with training and education opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level