Implementation Coordinator

Gallagher•Austin, TX

About The Position

The Boon Group, now a part of Gallagher, specializes in designing wholesale employee benefit solutions to meet the unique needs of employers. Our long-standing carrier partner relationships and creative approach to benefit programs, allow us to create products that are compliant, cost-effective, and, above all, competitive. As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive. The Boon Group is seeking a highly organized and customer-focused Implementation Coordinator to lead the successful onboarding of new clients and benefit programs. This role serves as the primary point of contact for clients, brokers, vendors, and internal stakeholders throughout the implementation process. The Implementation Coordinator is responsible for managing project timelines, understanding client business needs, documenting operational processes, and ensuring a seamless transition from sale to ongoing administration. Success in this role requires strong project management skills, exceptional communication, problem-solving abilities, and a passion for delivering outstanding client experiences.

Requirements

2+ years of customer service or project management experience where you have had to advise clients, implement and onboard complex customers, and run multiple projects at once.
Excellent customer service skills with both external customers and internal partners.
Must be self-motivated and able to work independently.
Excellent verbal and written communication skills at all levels within an organization.
Likes to be the first to know something and to understand why and how things happen.
Good at explaining ideas and finding ways to keep people’s attention.
Bachelor's degree in related field or equivalent work experience.

Responsibilities

Act as the liaison between new customers and internal departments to ensure a smooth, successful, and expedient onboarding process for all new customers from beginning to end.
Prepare onboarding client documentation, including client administrative summaries, client folders, and scheduling and running client kickoff calls and client trainings.
Ensure a smooth and efficient onboarding experience for new customers by providing continuous communication with the account contact(s), resolving and responding to questions or concerns timely and professionally.
Keep the customer informed of the onboarding progress via email, calls, video calls, and outline potential or unavoidable delays.
Partner with internal departments to troubleshoot and resolve any onboarding obstacles or issues in a timely and effective manner, escalating when necessary.
Track status of all new accounts to ensure timelines are met and onboarding is completed in the agreed upon timeframe.
Other duties as assigned.