Client Implementation Manager Sr.

Job Responsibilities and Requirements

The Sr. Client Implementation Manager will be responsible for developing and overseeing new client installations for the most complex cases in the RSL’s portfolio. This includes overall accountability for the successful new case installation of employee accounts that have core Life, Disability, Absence and/or Voluntary benefits. He/she will drive the process through a combination of direct involvement, partnership with account management, and influence and coordination with internal partners.  With additional responsibility to support the Manager - Implementation in areas of team training, development, mentoring and administrative support requirements. He/she will assist in the drive the process through a combination of direct involvement, partnership with the National Account Manager team, and influence over internal partners (field support/service resources, Matrix Absence Management resources, etc.)

Client Management

• Provide leadership and subject matter expertise to new client to ensure successful implementation, enrollment and ongoing support for assigned clients / territories.

• Lead new client installation calls for assigned clients/sales offices.

• Proactively communicate to the client to ensure appropriate setup and understanding of systems, tools and processes, including (but not limited to) billing, contracts and web tools.

• Identify, research and coordinate the resolution of client-level issues for new clients.

• Interface with IT and service teams to develop solutions to broker and client’s specific needs, and to proactively communicate/document potential issues.

• Coordinates training and communication strategy

• Liaison between client/broker/HR platform and internal resources.

• Develop and maintain cooperative partnerships with Administrative Office Departments and work closely to ensure effective communication with Regional Sales Staff, implementation and home (administrative) office counterparts. 

Administrative

• Create and deliver new client administrative kits in an accurate and timely manner.

• Coordinate fulfillment, tracking, billing, and inventory process for all enrollment communication materials.

• Perform enrollment resource/logistical coordination for extra-territorial and multi-site clients (within and outside assigned territory when required).

• Data transfer setup and test plan with internal and external resources   

• Work with marketing to ensure appropriate delivery of client materials.

• Support corporate model to drive improvements to the overall process of on-boarding new customers.

• Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines

Leadership:

• Engages team members in talent management and development opportunities, and builds a positive and respectful work environment.

• Supports the Manager in the oversite of the implementation and measurement of “best practices” to continually enhance the team's efficiency and effectiveness.

• Models and drives company values in the departments.

• Acts as a Subject Matter Expert (SME) and support the team’s development through mentorship and employee development.

• Lead discussions at routine team meetings with manager approval of agenda

• Collaborates with team members and management in recommending and implementing improvement opportunities.

• Provides leadership and subject matter expertise within the team and provides mentor and training support for newer team members.

Expertise

• Understands the company and its key business drivers; uses this knowledge to guide own work

• Expands conceptual knowledge in own discipline and broadens capabilities and displays a wellness to share with others

• Has developed breadth and/or depth of expertise in more than one activity or process, or acts as a “go to” person in an area

• Supports a range of decisions related to own work and the work of others in the team; may confer with supervisor on the development or needs within the team.

• Supports decision-making process – guided by the department business plan – that impact the department’s results

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor’s Degree in Business, Marketing, and /or Communications is required. An MBA or advanced degree in a related field is preferred.

• Minimum of 3-5 years of directly related experience is required.

• Superior organizational, multi-tasking, influencing and presentation skills are required.

• Strong written and superior oral communication skills required

• Ability to demonstrate internal diplomacy/influencing skills with sales, service and internal cross-functional areas including underwriting, claims and administration.

• Professional business demeanor and the ability to work in a fast-paced, entrepreneurial capacity with minimal supervision are required.

• Ability to thrive in a fast-paced environment, multi-tasking skills and the ability to work in an autonomous manner.

• Proficient in Microsoft Office products and ability to master applicable systems and processes

Ability to Travel: Up to 25%

 

The expected hiring range for this position is $64,720.00 - $86,390.00 annually for work performed in the primary location (Pittsburgh, PA). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.  As you grow with us, your PTO may increase based on your level within the company and years of service. 
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

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