Client Implementation Manager
About The Position
The Client Implementation Manager owns and manages the full lifecycle of large and complex accounts, including multiple ongoing implementations, daily client interaction and communication, timeline and critical-task management, and coordination across groups and resources. The role is also accountable for resolving client-related issues and ensuring organizational transparency about them. This is a hybrid role with two days per week onsite. Candidates must live within a commutable distance of Rhode Island, Massachusetts, or Connecticut. The position supports client implementation, service delivery, and client satisfaction, including tracking project cycle time and customer satisfaction results.
Requirements
- Bachelor’s degree in business or a related field, or an equivalent combination of education and experience.
- Three to five years of previous client interaction experience.
- Ability to lead and collaborate at the senior level, with excellent client relationship skills.
- Ability to persuade, negotiate, or influence internal and external stakeholders.
- Ability to manage multiple priorities and resources in a dynamic environment across departments and sites, and to organize complex information.
- Proven ability to communicate, translate, and execute effectively across multiple groups.
- Detail-oriented, with excellent follow-through skills.
- Positive, energetic attitude and ability to handle sensitive and pressured situations.
- Comfort working hands-on in a multitasking, deadline-driven environment.
- Strong listening, verbal (especially telephone), and written communication skills.
- Comfort working in a fast-paced, dynamic environment.
- Ability to communicate effectively with internal and external customers and to deliver presentations and facilitate meetings.
- Must reside within commuting distance of Rhode Island, Massachusetts, or Connecticut.
Nice To Haves
- Previous client onboarding experience.
Responsibilities
- Schedule, facilitate, and document regular onsite and offsite client status and implementation meetings.
- Build relationships with key contacts within accounts and participate regularly in client site visits.
- Execute account implementations effectively, completing projects on time, identifying and resolving issues, and meeting customer expectations.
- Use implementation tracking tools to support planning, resource management, estimate tracking, risk and issue management, and document storage for audit tracking.
- Ensure clients understand implementation status throughout all phases, including completed tasks, pending deliverables, and outstanding items or decisions that may affect implementation goals.
- Communicate effectively with internal stakeholders and third-party vendors, hold status meetings as outlined in implementation plans, and remove execution roadblocks.
- Assess the health of assigned clients and collaborate with internal departments on proactive administrative recommendations to improve the customer experience.
- When needed, apply internal portfolio and operational knowledge during pre-sales to help clients identify solutions for their business objectives; this may include feasibility assessments and presenting technical solution options.
- Help develop and carry out the vision for service delivery and client satisfaction, measuring and reporting project cycle time and customer satisfaction results.
Benefits
- Flexible work arrangements, including remote and hybrid opportunities, depending on role.
- Paid time off.
- Tuition reimbursement and student-loan repayment assistance.
- Health, dental, and vision insurance.
- Programs supporting mental health and well-being.
- Competitive pay, bonuses, and investment plans.
- Additional paid time to volunteer.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
