Bachelor's degree in business or related field, or equivalent experience
3-5 years of client interaction experience
Strong leadership and collaboration skills at senior levels
Proven ability to persuade and negotiate with stakeholders
Experience managing multiple priorities in a dynamic environment
Detail-oriented with excellent follow-through skills
Strong verbal and written communication skills, especially over the phone
Responsibilities
Schedule and document regular client status and implementation meetings
Execute account implementations with timely project completion and issue resolution
Utilize implementation tracking tools for planning and resource management
Ensure clients understand implementation status and outstanding items
Communicate effectively with internal stakeholders and third-party vendors
Proactively assess client health and recommend enhancements
Support pre-sales phase with feasibility assessments and technical solutions
Benefits
Hybrid work model with flexibility for onsite and remote work
Support for associate well-being and work/life balance
Convenient downtown location near public transport
Opportunities for professional development and growth
Collaborative and dynamic work environment
Full Job Description
Pay Range: $73,600.00 - $110,400.00 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
About Blue Cross Blue Shield of Rhode Island
Blue Cross Blue Shield of Rhode Island is a non-profit health insurance company that provides medical, dental, and vision coverage to individuals and businesses in Rhode Island. The company also offers Medicare Advantage plans and prescription drug coverage. Blue Cross Blue Shield of Rhode Island was founded in 1939 and is headquartered in Providence, Rhode Island.
