Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of business clients and oversee the implementation process for core clients.

• Take ownership of the client experience throughout the comprehensive onboarding journey for both new and renewing clients.

• Collaborate with Sales Executives during the RFP process to comprehend client intentions, benefit plans, and administrative capabilities.

• Communicate feasibility and the effects of benefit design to clients.

• Develop and present implementation timelines during finalist meetings.

• Present implementation strategies to clients, brokers, and Sales partners.

• Gather essential information for account setup from Sales, field sales support, and clients.

• Facilitate implementation meetings with clients, creating implementation calendars and partner deliverables.

• Coordinate and provide implementation documents while securing client approvals.

• Introduce technical specialists to clients and collaborate with internal teams for timely and accurate implementations.

• Lead implementation meetings to assess progress, identify risks, and coordinate issue resolution.

• Evaluate the feasibility of requested plan designs with the benefits team.

• Interpret and implement client plan requirements alongside Cigna service administration capabilities.

• Coordinate subject-matter experts and downstream teams for benefit creation, structure development, work order processing, eligibility, ID cards, billing, banking, and scheduling.

• Update clients and internal/external partners regarding implementation status.

• Identify, negotiate, and resolve issues related to implementation, processes, plan design, and deliverable timelines.

• Communicate outcomes and next steps with Sales and matrix partners.

• Attend client meetings, possibly in person.

⛳️ Requirements

• A bachelor's degree is preferred in business administration, business communication, marketing, or a related professional field, or equivalent work experience.

• 3-5+ years of experience in project management, account management, account services, sales, or other roles requiring substantial client interaction and problem-solving skills.

• Capability to establish relationships with matrix partners and ensure expectations are met.

• Strong negotiation skills and the ability to handle ambiguity and manage conflicts.

• A solid understanding of customer expectations and a strong sense of urgency.

• Excellent analytical skills with the ability to design, track, and work towards measurable performance objectives.

• Proficient in managing multiple priorities and deadlines, working independently and proactively, negotiating expectations, and creatively solving problems.

• Familiarity with database and spreadsheet applications, including Word, Excel, PowerPoint, and tracking systems.

• Strong verbal and written communication skills, along with organizational abilities.

• Exceptional presentation skills.

• Three to five years of experience in delivering communications to customers/producers.

• Proven success in negotiations and the capability to influence internal and external stakeholders.

• Demonstrated leadership and motivational skills in a fast-paced setting.

• Strong interpersonal skills.

• Willingness and ability to travel domestically 10% to 20%.

• Fully vaccinated to meet travel and position requirements.

• A cable broadband or fiber optic internet connection with a minimum speed of 10Mbps download and 5Mbps upload when working from home.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical, vision, and dental benefits starting from day one.

• Access to well-being and behavioral health programs.

• 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• A minimum of 18 days of paid time off per year.

• Paid holidays.

• Leaves of absence.

• Remote work options available.

• A cable broadband or fiber optic internet service with minimum speeds of 10Mbps download and 5Mbps upload for remote work.