Client Implementation Manager

Press Ganey Associates • Chicago, IL

4d

About The Position

The Implementation Manager serves as the primary client contact and coordinates activities throughout onboarding. After the post-sales handoff, this role owns implementation through go-live and the handoff to Delivery Teams. The manager partners with key stakeholders to align on product needs, timelines, expectations, and implementation strategy, while building client confidence through clear communication and accountability for deadlines.

Implementations are customized and involve large data sets, requiring coordination among internal and external teams. The role calls for analytical and strategic thinking, sound judgment, and the ability to explain how solutions address varied client business needs. It also requires understanding how hospitals and health systems operate and how to navigate their stakeholders and organizational complexity to support alignment and client satisfaction.

The position may provide client support virtually or onsite, through webinars, group meetings, or individual consultation, and may require travel up to 5%.

Requirements

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

Responsibilities

• Oversee day-to-day client implementation, understand client goals and use cases, recommend and guide product configuration, set expectations, and establish priorities.
• Build strong client relationships as the primary implementation contact 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 ensure a seamless handoff to other departments and post-implementation support.
• Identify and escalate implementation and 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