Client Implementation Manager

Pay Range:

Please email  if you are a candidate seeking a reasonable accommodation for the application and/or interview process.

This is a hybrid role with two days per week onsite. Candidates must reside within a commutable distance (RI,MA,CT).

Why this job matters:

The client implementation manager is responsible for owning and managing the full lifecycle of large and complex accounts.  This includes but is not limited to the activities of multiple on-going implementations, daily client interaction and communication, timeline and critical task management with coordination across multiple groups and resources. Accountabilities also include resolution of client related issues and transparency of such issues within the organization. 

What you will do:

• Responsible for scheduling, facilitation and documentation of regular on and off site client status and/or implementation meetings.  Foster relationships with key personal within accounts and participate in client site visits on a regular basis.  
• Responsible for effective execution of account implementations with timely project completion, issue identification/resolution, and delivery of customer expectations.
• Utilized implementation tracking tools to support business process associated with planning, resource management, estimate tracking, risk and issue management and document storage for audit tracking purposes.
• Ensure clients clearly understand status of implementations throughout all phases including completed tasks, pending deliverables, and outstanding items or decisions impacting implementation goals and objectives.
• Responsible for effectively communicating with all internal stakeholders, and third party vendors including but not limited to regular implementation status meetings as outlined in the plan and ensure that roadblocks to execution are removed.
• Proactively assesses the health of identified clients and collaborate with internal departments to make proactive administrative recommendations to enhance the customer experience. 
• May be required to leverage internal portfolio and operational knowledge in the pre-sales phase to support clients in determining the best solution to meet their internal business objectives.  This may include internal and external feasibility assessments and presentation of technical solution options to meet customer expectations.
• Help create and execute on the overall vision for service delivery and client satisfaction with the ability to measure and report on project cycle time and customer satisfaction results.

What you need to succeed:

• Bachelor’s degree in business or related field, or equivalent combination of education and experience
• Three to five years previous client interaction experience
• Ability to lead and collaborate at the senior level with excellent client relationship skills
• Ability to persuade, negotiate or influence internal and external stakeholders
• Ability to manage multiple priorities and resources in a dynamic environment across various departments, sites, and organize complex information
• Proven ability to communicate, translate and execute effectively across multiple groups
• Detail oriented with excellent follow through skills
• Positive, energetic attitude, with the ability to handle sensitive and pressured situations
• Able to work comfortably in a hands-on, multi-task, deadline-driven environment
• Strong listening, verbal (especially telephone) and written communication skills are a must
• Must be comfortable working in a fast-paced dynamic environment
• Ability to effectively communicate with internal and external customers with a comfort level delivering presentations and meeting facilitation.

The extras:

• Previous client on-boarding experience

Location:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia