Implementation Manager

EVERSANA•Memphis, TN

About The Position

The Implementation Manager leads new product launches and supports new client implementations, serving as a primary point of contact and subject-matter expert throughout the launch and 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 milestones or issue resolution. Travel is expected approximately 10% of the time to EVERSANA facilities and/or client sites. The role works across applicable business systems and standardized processes to set up products, maintain project records, manage client expectations, and coordinate corrective action through launch day. It champions collaboration, serves as a client advocate, and contributes to client account management for a limited number of current clients. The position requires computer use at least 90% of the time and is spent at least 90% in an office, with some time on the distribution center floor. The role requires strong communication, organization, project management, reasoning, and problem-solving capabilities, including handling unplanned events and multiple concurrent assignments.

Requirements

Proficiency with Microsoft Excel, Word, PowerPoint, Outlook, Teams, and project-tracking tools, with the ability to learn company software packages.
Strong written, verbal, and interpersonal communication skills.
Ability to listen well and respond to clients professionally.
Ability to work independently and with management on key client issues.
Strong organizational and project management skills, including accuracy with detail-oriented work, managing several assignments simultaneously, maintaining confidential information, and producing reports in a timely manner.
Strong interpersonal skills; must be fair, approachable, energetic, client-focused, and able to foster a positive work environment.
Ability to write reports and business correspondence, present information effectively, and respond to questions from managers, clients, customers, and the public.
Ability to define problems, collect data, establish facts, draw valid conclusions, and interpret technical instructions in mathematical or diagram form.
Effective reasoning and problem-solving skills for unplanned events and problems.
Ability to perform the essential duties and responsibilities, with reasonable accommodations where applicable.

Nice To Haves

An 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 manage 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 launches with competing priorities and deadlines.
Set up products in applicable business systems and follow standardized systems and processes.
Support clients and internal teams, manage expectations, and coordinate product setup and launches.
Identify, document, escalate, and resolve project risks, issues, and scope changes.
Meet with internal and external customers to resolve questions and issues in a timely manner and keep launches on track.
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 project management, reporting, and document-management systems.
Resolve client inquiries, requests, and issues related to launches, implementations, and departures.
Champion cross-enterprise collaboration and communication to improve delivery.
Advocate for clients on new product launches and maintain adherence to department and company processes.
Assist in account management for a limited number of current clients.
Lead cross-functional teams and facilitate team meetings as required.
Travel to EVERSANA facilities and/or client sites approximately 10% of the time.