What You’ll Do:

• Manage the client implementation process – including SOP creation and updating, project managing other departments, serving as the main point for contact for new clients and brokers
• Responsible for the success of each implementation and renewals – setting expectations and effectively communicating internally and externally
• Develop customer journey mapping to ensure clients receive a consistent experience
• Develop and provide status reports via email and weekly touch base calls
• Educate new and renewing clients on key facets of the Apostrophe model, introduce them to available tools/reporting, and help set expectations for post-go-live (renewal)
• Ensure all necessary documentation is completed timely for an on-time experience
• Execute and track all onboarding metrics and communicate onboarding performance internally to key stakeholders
• Ensure all client folders are well organized and documents are easy to locate – a client library is in place for each client
• Build out a hand-off process with Client Success, confirming a smooth transition before go-live
• Leverage and maintain Taskray system to ensure the organization is achieving the defined milestones
• Focus on maintaining superior customer service levels, operational excellence and strategic insight
• Present complex technical information in an easily understood manner
• Manage the client survey process – NPS, Client Success Satisfaction

Preferred Experience:

• 7+ years experience in Project/Program Management, Implementation, and/or Account Management
• Health Care experience a plus
• Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
• Bachelor’s Degree or equivalent work experience
• Strong working knowledge of Salesforce
• Willing/able to travel up to 50%

Skills & Qualifications:

• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
• Confident communicator (written and oral)
• Demonstrated ability to work collaboratively with all levels of internal and external organizations
• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
• Demonstrated ability to work independently and remain motivated
• Strong analytical skills
• Strong desire to “win”, have a competitive edge
• Ability to gain trust and instill confidence in clients and broker/advisors and internal stakeholders through communication, expectation management, and delivering results