Strategic Implementation Manager
About The Position
Connexure is a software company dedicated to serving the self-funded medical benefits ecosystem. Our software assists stop-loss carriers, brokers, and third-party administrators in quoting, underwriting, and administering stop-loss policies. Our mission is to unify the self-funded medical ecosystem through integrated technologies, artificial intelligence, processes, and data insights. We are seeking motivated individuals who align with our vision and will support our next phase of growth. The Implementation Manager is responsible for the end-to-end delivery of new and existing client implementations and manages the Company's statements of work and change order process. This role translates client requirements and internal ticket details into accurate and timely implementation plans, scope language, and change orders. It acts as a liaison between sales, engineering, and customer success, and is also responsible for gathering and documenting business requirements to support product discovery and continuous improvement.
Requirements
- Proven experience (5+ years) in an implementation, project management, business analysis, or technical consulting role, preferably in the employee benefits industry.
- Strong technical knowledge and hands-on experience with implementing software products.
- Excellent communication and presentation skills, with the ability to explain complex concepts to non-technical audiences.
- Strong problem-solving and analytical skills, with the demonstrated ability to execute implementation plans and guide customers effectively.
- Experience drafting statements of work, change orders, or similar scope and contract documentation.
- Experience working with project and requirements management tools such as Jira, Confluence, HubSpot, and Monday.com.
- Familiarity with system integration, implementation processes, and software development.
- Willingness to travel as needed to support sales, new client engagements, and industry events.
Responsibilities
- Spearhead implementation projects for clients, coordinating resources, setting timelines and expectations, and ensuring on-time delivery of the Company’s solutions that meet client needs.
- Collaborate closely with sales to understand pipeline of new customers, customer needs, internal requirements, and technical challenges.
- Collaborate closely with cross functional teams, including engineering, the rater team, and the document markup team, to execute implementation plans that set clients up for success.
- Conduct comprehensive training and knowledge transfer sessions, enabling clients' technical teams and end-users to effectively utilize and administer our cutting-edge solutions.
- Complete new customer implementations thoroughly and timely, driving a smooth handoff to the customer success team.
- Own the drafting of statements of work, translating Jira ticket detail, client requirements, and internal discussions into clear and accurate scope language.
- Manage the formal change order pipeline for scope discrepancies, coordinating with engineering and account management to quantify effort and cost.
- Track and cross reference client facing tickets against internal engineering tickets to keep scope, timeline, and billing aligned.
- Partner with account management on scope classification decisions, including warranty versus billable work determinations.
- Gather and document business requirements from stakeholders, internally and externally, translating them into clear scope and delivery plans.
- Map new concepts and existing workflows, identifying disconnects and potential workarounds.
- Prepare standard and ad hoc reporting on implementation status, SOW pipeline, and delivery metrics.
- Facilitate communication between business stakeholders and technical teams throughout the implementation and change order lifecycle.
- Foster strong relationships with new clients to build credibility and trust, serving as a trusted advisor throughout the implementation process and beyond, addressing questions/concerns, and providing ongoing support.
- Provide hands-on technical support and guidance to new customers during the implementation process, ensuring successful adoption of the Company’s solutions and a smooth transition to customer success.
- Gather feedback from clients, identifying foundational pain points, and collaborating with product teams to drive continuous improvement and shape the future of our industry-leading solutions.
- Attend a small number of industry events and onsite client meetings.
- Develop and maintain an in-depth understanding of the company's suite of software products, features, functionalities, and technical specifications.
- Develop and maintain an ability to confidently deliver comprehensive product demos and training for the company’s software products.
- Stay up to date with product roadmaps, updates, and new releases to ensure accurate and current knowledge.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
