Implementation Manager

EVERSANA•Memphis, TN

About The Position

The Implementation Manager leads new product launches and supports new client implementations, serving as the primary point of contact and subject-matter expert throughout the implementation lifecycle. The role coordinates cross-functional teams, manages timelines and risks, maintains required documentation, and communicates progress to internal and external stakeholders. It also supports client departures and new service offerings as needed, and may provide temporary client coverage during planned absences or vacancies. Occasional work outside standard business hours may be required for critical launch or implementation milestones and issue resolution. Travel is expected 10% of the time to EVERSANA facilities and/or client sites. The position requires extensive use of a computer, primarily with Microsoft Office and internal business applications and reporting systems. Work takes place in an office at least 90% of the time, with some time in the distribution center on the floor. The role is eligible for hire in select U.S. locations. EVERSANA describes itself as a global company with more than 7,000 employees and more than 650 clients.

Requirements

Proficiency with Microsoft Excel, Word, PowerPoint, Outlook, Teams, and project-tracking tools.
Ability to learn and become proficient in company software packages.
Strong written, verbal, and interpersonal communication skills; ability to listen and respond to clients professionally.
Ability to work independently and with management on key client issues.
Excellent organizational and project-management skills, including attention to detail, accuracy, handling several assignments simultaneously, maintaining confidential information, and producing reports in a timely manner.
Strong interpersonal skills; ability to be fair, approachable, energetic, client-focused, and foster a positive work environment.
Ability to write reports and business correspondence and present information effectively to groups of managers, clients, customers, and the general public.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret technical instructions in mathematical or diagram form and work with abstract and concrete variables.
Effective reasoning and problem-solving skills to address unplanned events and problems.
Ability to use a computer for at least 90% of the work time.

Nice To Haves

Undergraduate degree in business administration, project management, supply chain, healthcare administration, education, or a related field.
Two or more years of customer service, account management, implementation, or project coordination experience.
Previous project-management experience.
Experience in pharmaceutical commercialization, healthcare distribution, third-party logistics, or another regulated environment.

Responsibilities

Lead new product launches and support new client implementations, departures, and new service offerings as needed.
Develop and maintain launch timelines, milestones, dependencies, and status reports in support of the Client Success Team.
Manage multiple concurrent product launches with competing priorities and deadlines.
Set up products in applicable business systems and standardized processes.
Support internal and external customers and manage client expectations related to product setup and launch coordination.
Identify, document, escalate, and resolve project risks, issues, and scope changes.
Meet with internal and external customers to resolve issues or questions and keep launches on target.
Monitor launch performance and coordinate corrective actions through product launch day.
Provide temporary, defined client coverage during planned absences or vacancies, maintaining coordination and continuity of critical communications.
Complete project-management documentation, work plans, communications, and assigned requests or tasks; maintain accurate records in approved systems.
Resolve client inquiries, requests, and issues related to launches, implementations, or departures in a timely manner.
Promote cross-enterprise collaboration and communication and advocate for clients with urgency and availability.
Maintain adherence to department and company processes to support a high-quality client experience and satisfaction.
Assist with account management for a limited number of current clients.
Lead cross-functional teams as required and facilitate team meetings.
Occasionally work outside standard business hours to support critical milestones or issue resolution.
Travel to EVERSANA facilities and/or client sites, expected 10% of the time.