Client Implementation Manager

1 week ago(12/5/2017 9:22 AM)
Job ID
2017-3257
# of Openings
1
Category
Strategy
Type
Full Time Regular

Overview

Client Implementation Manager

 

The Client Implementation Manager will be responsible for partnering with Account Directors during the implementation process to ensure a successful client launch. The Client Implementation Manager will interact with clients on a regular basis throughout the implementation period to ensure Matrix has encapsulated all of the needs and requirements of the client and ensure those needs are translated into actions for the PMO team to follow through to execution. The Client Implementation Manager will keep the Account Director and Client apprised of the timeline throughout the implementation period and will advise when there is a delay in any step of the process needs to be escalated, whether on the part of Matrix or when Matrix is awaiting for a client deliverable. The person filling this role will also be responsible for the roll-out of a business rules engine that will enable visibility throughout the organization into all the critical steps of the implementation process. In order to launch the rules engine successfully, the Client Implementation Manager will need to work closely with leaders in 14 departments in the organization to deliver education and training to all of the parties that play a role in client implementations. The Client Implementation Manager will work closely with the Account Director post implementation to ensure that production is monitored appropriately and that the reporting delivered back to the client is in line with the client's expectations. This position requires a blend of account management, process knowledge and strong analytical, communication and leadership skills.

 

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Responsibilities

  • Anticipate customer implementation needs and operational expectations, and proactively and collaboratively develop solutions to overcome the obstacles and exceed the customer's expectations
  • Keep the Operations Manager and the PMO Client Implementation Program Manager apprised of all client requirements and any changes that are necessary to support the client's goals through the implementation process
  • Partner with Business Development's legal liaison to capture and advertise contractual details to the various stakeholders across the organization
  • Manage modifications that may be required to the business rules engine and deliver performance report cards to all departments against internal SLAs for all client implementation activities
  • Prepare for, participate in, and lead regular external and telephonic client meetings, and contribute to internal Business Development meetings and reports
  • Collaborate with the Client Ops Reporting team on delivery of a client's potentially unique reporting needs and assist in report QA if necessary.
  • Post-Implementation, lead the delivery of client implementation surveys and status Business Development and Operations leadership with findings
  • Other duties as assigned

Qualifications

Educational Requirements:

 

Bachelor's degree in Business, Marketing, Technology or other related field preferred

 

Required Skills and Abilities:

  • 3+ years of work experience in a client focused role with increasing responsibility
  • Demonstrated ability to work against a plan, meet deadlines and produce deliverables relative to target dates
  • Exceptional consulting skills and customer savviness; experience managing, defining, leading and successfully delivering on-time initiatives
  • Ability to establish trust and credibility at all levels of an organization
  • Exceptional interpersonal skills and the demonstrated ability to influence, negotiate and lead across internal constituencies regardless of title or authority
  • Proven ability to apply process acumen to process improvement projects, with measurable business performance improvement outcomes, independently and successfully
  • Moderate proficiency in MS Word, Excel, and PowerPoint
  • Strong written and verbal business communication skills

Supervisory Responsibility: No supervisory responsibilities.

 

Travel Requirements: 25% Travel locations and frequency will vary depending on clients and Account Director needs.

 

Work Conditions: General office environment.

 

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

 

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