Job Overview
This remote role involves onboarding clients and key vendor partners to ensure zero-defect go-lives and successful handoffs to operations. The position focuses on building positive long-term relationships with customers to promote confidence, retention, and loyalty. Travel may be required for certain client implementations.
Responsibilities
- Administer the implementation lifecycle for client onboarding, coordinating with clients to ensure completion within required timeframes.
- Conduct all aspects of client onboarding, including product presentations, documentation and sign-off of IT and process requirements, operations transition, and project management for timely deployment.
- Influence implementations to follow best practices for products.
- Escalate non-standard client requests to Operations leadership for discussion on impacts and solutions.
- Provide clients with co-branded training materials and marketing collateral as reference guides.
- Serve as the lead point of contact for all onboarding matters with clients and partners.
- Develop trusted advisor relationships with key stakeholders in accounts, customers, and account management.
- Ensure invoicing processes are discussed and approved through accounting prior to operations transition.
- Collaborate with Operations and IT for successful transitions from implementation to operations.
- Maintain high process quality, consistency, and excellent customer relationships.
- Lead or attend calls with TPAs and vendor partners to establish, document, and modify operational processes.
- Assist Operations and IT in setting up, testing, and diagnosing issues with EDI feeds.
- Collaborate with Sr. Director of Client Experience to improve and document processes, create client-facing documents, and complete special projects.
Qualifications
- Ability to work effectively with customers.
- Strong multitasking, prioritization, time management, and deadline adherence skills.
- Experience delivering client-focused solutions based on customer needs.
- Highly organized, collaborative, with sharp attention to detail.
- Excellent time and project management skills, with a focus on improving inefficient processes.
- Exceptional verbal and written communication skills.
- Strong listening, negotiation, and presentation abilities, with follow-through on commitments and corrective actions.
- Experience working with cross-functional teams (e.g., Sales, Operations, IT).
- Self-motivated and self-directed, with a bias for action.
- Experience building and maintaining relationships to mitigate churn and drive engagement and renewals.
- Empathetic, positive attitude with a desire to help customers reach their goals.
- Bachelor’s degree preferred.
- Implementation experience with software IT integration preferred, specifically EDI.
- 2+ years of experience in Client-Focused Solutions and/or Project Management roles.
- Healthcare industry experience preferred.
