Implementation Manager

Direct Supply•Milwaukee, WI

8d•Onsite

About The Position

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. As an Implementation Manager, you’ll take a pivotal role in onboarding our provider and supplier clients. You’ll serve as a trusted advisor, helping them optimize our platforms for maximum benefits. Collaborating with internal teams on site builds and technical integrations will be essential to ensure a seamless experience. By leveraging your technology, consulting, and project management skills, you’ll drive the Implementation Team to deliver exceptional service. Additionally, you’ll champion process automation to enhance efficiency and customer satisfaction.

Requirements

Bachelor’s degree in IT or business related field
4-6+ years experience in similar or progressive roles
Proven experience driving successful projects, driving software adoption and leveraging customer success best practice
Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.
Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.
Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals. Ability to provide consultative support to customers and articulate value of their decision making. Guide and influence internal and external customers through implementation and process improvements.

Responsibilities

Deliver a positive onboarding experience, ensuring customers (providers) grasp our technology’s full potential and drive successful outcomes through system integration.
Oversee implementation projects, engage directly with suppliers and customers (providers), and mentor Implementation Managers.
Enhance customer experience and increase IPM productivity by implementing process improvements through documentation, automation, and AI capabilities.
Gather project requirements and business needs to set clear project scope.
Negotiate as needed to ensure a successful outcome.
Create complex program and project plans; analyze and document existing information on project objectives, deliverables, schedules, assumptions, constraints and dependencies.
Set clear expectations with team members and stakeholders and communicate overall project status.
Assess project risks, identify solutions and work with business sponsors to resolve issues and mitigate risks.
Manage changes and communicate the impact of changes to a project’s scope and schedule.
Complete projects in accordance with established service level agreements and quality standards.
Troubleshoot and provide support on newly released implementations.
Prepare process documentation related to new configurations and team rollout processes.
Influence changes to the implementation process through customer engagement and feedback.
Work closely with sales, engineering, suppliers and customer success teams to seamlessly execute on our savings commitments to customers.
Address escalated client issues with speed and urgency, orchestrating resources across the company as needed.