The Sr. Implementation Manager will report to the Sr. Manager, Client Management in the CDB Client Services Department. This role is responsible for coaching, training and mentoring team members, assisting with the development, reviewing, and updating of policies and desktop procedures, and discussing, testing, and implementing new product offerings and new software applications. Through verbal and written communications, the ideal incumbent will develop, strengthen, and maintain a positive relationship with our clients and firm associates. This role is also responsible for providing focused service from pre-sale consultation through initial post-sale client administration fostering strong, long-term partnerships with customers and consulting community. This role will direct all aspects of customer benefit plan installation for new and existing high profile, large, complex customers of PayFlex's products and services. The incumbent will develop and execute an implementation strategy consistent with customer expectations. Ultimately creating, managing and tracking detailed project plans and issue logs outlining required actions, responsible parties and assigned target dates associated with the delivery of the services and projects.
• Act as the single point-of-contact for benefit plan implementation; mediates and coordinates resolution of all project deliverables and implementation related issues
• Ensure implementation strategy is administered in accordance with all performance guarantee arrangements
• Partner with all key stakeholders (i.e., sales/service staff, consultants, plan sponsors, and other internal business units) to proactively identify and address critical implementation issues ensuring customer expectations are consistently satisfied or exceeded
• Evaluate impact of client-requested exceptions and develops reasonable alternatives to satisfy client’s needs while minimizing impact on systems and operations; Identifies, communicates and tracks cost sensitive items not included as part of the standard process
• Collaborate on review, analysis and development of recommendations for the design of complex account and benefit structures based on client’s objectives and PayFlex’s systems, administration and reporting requirements
• Participate in high profile client finalist meetings representing the capabilities of the organization’s implementation services process; identifies opportunities for cross sales and account rounding of additional PayFlex products and services throughout the implementation process
• Effectively manage implementation team dynamics and provides direction/coaching to fellow team members ensuring success of the overall implementation process; engages team members to follow-through on their responsibilities and tasks
• Assist the Manager in monitoring activities such as:
o Meeting established service levels
o Designing and testing of new product offerings and new software applications
o Providing backup support for team members and supervisors
o Maintain a positive work atmosphere with the team and internal departments
• Assist in developing, updating, and reviewing internal Institutional Client Success, Client Onboarding policies and desktop procedures
• Utilize sound judgment to escalate issues that may require intervention of the Manager
• Prepare team statistics and reports
• Manage special projects
• Suggest and implement improvements to internal processes
• Other duties as assigned.