Customer Implementation Analyst Jobs in Suwanee, GA

Strategic Implementation Manager opportunity with Connexure in Atlanta, Georgia.

Connexure is a software company fully dedicated to serving the self-funded medical benefits ecosystem. Our software helps stop-loss carriers, brokers, and third-party administrators quote, underwrite, and administer stop-loss policies. Our mission is to unify the self-funded medical ecosystem through integrated technologies, artificial intelligence, processes, and data insights. Our leadership team believes in a customer-centric approach to driving value and creating a network effect where the software becomes value-additive through stakeholder interoperability. We are looking for talented and motivated individuals who align with our vision and will support the next phase of growth.

The Implementation Manager owns end-to-end delivery for new and existing client implementations and holds primary responsibility for the Company's statements of work and change order process. You will translate client requirements and internal ticket detail into implementation plans, scope language, and change orders that are accurate, timely, and effectively executed. This role is the connective tissue between sales, engineering, and customer success, and is also responsible for gathering and documenting business requirements to support product discovery and continuous improvement.

PRIMARY RESPONSIBILITIES
Implementation Plan Execution

• Spearhead implementation projects for clients, coordinating resources, setting timelines and expectations, and ensuring on-time delivery of the Company’s solutions that meet client needs.


• Collaborate closely with sales to understand pipeline of new customers, customer needs, internal requirements, and technical challenges.


• Collaborate closely with cross functional teams, including engineering, the rater team, and the document markup team, to execute implementation plans that set clients up for success.


• Conduct comprehensive training and knowledge transfer sessions, enabling clients' technical teams and end-users to effectively utilize and administer our cutting-edge solutions.


• Complete new customer implementations thoroughly and timely, driving a smooth handoff to the customer success team.

SOW and Change Order Management

• Own the drafting of statements of work, translating Jira ticket detail, client requirements, and internal discussions into clear and accurate scope language.


• Manage the formal change order pipeline for scope discrepancies, coordinating with engineering and account management to quantify effort and cost.


• Track and cross reference client facing tickets against internal engineering tickets to keep scope, timeline, and billing aligned.


• Partner with account management on scope classification decisions, including warranty versus billable work determinations.

Business Analysis and Requirements

• Gather and document business requirements from stakeholders, internally and externally, translating them into clear scope and delivery plans.


• Map new concepts and existing workflows, identifying disconnects and potential workarounds.


• Prepare standard and ad hoc reporting on implementation status, SOW pipeline, and delivery metrics.


• Facilitate communication between business stakeholders and technical teams throughout the implementation and change order lifecycle.

Customer Engagement and Support

• Foster strong relationships with new clients to build credibility and trust, serving as a trusted advisor throughout the implementation process and beyond, addressing questions/concerns, and providing ongoing support.


• Provide hands -on technical support and guidance to new customers during the implementation process, ensuring successful adoption of the Company’s solutions and a smooth transition to customer success.


• Gather feedback from clients, identifying foundational pain points, and collaborating with product teams to drive continuous improvement and shape the future of our industry -leading solutions.


• Attend a small number of industry events and onsite client meetings.

Product Expertise

• Develop and maintain an in-depth understanding of the company’s suite of software products, features, functionalities, and technical specifications.


• Develop and maintain an ability to confidently deliver comprehensive product demos and training for the company’s software products.


• Stay up to date with product roadmaps, updates, and new releases to ensure accurate and current knowledge.

QUALIFICATIONS

• Proven experience (5+ years) in an implementation, project management, business analysis, or technical consulting role, preferably in the employee benefits industry.


• Strong technical knowledge and hands -on experience with implementing software products.


• Excellent communication and presentation skills, with the ability to explain complex concepts to non-technical audiences.


• Strong problem-solving and analytical skills, with the demonstrated ability to execute implementation plans and guide customers effectively.


• Experience drafting statements of work, change orders, or similar scope and contract documentation.


• Experience working with project and requirements management tools such as Jira, Confluence, HubSpot, and Monday.com.


• Familiarity with system integration, implementation processes, and software development.


• Willingness to travel as needed to support sales, new client engagements, and industry events.

WORK ENVIRONMENT

Requesting 3-5 days in the Atlanta office alongside the Professional Services, Sales, and Customer Success teams. Remote work permitted on an as-needed basis throughout the year. Flexibility with schedule around general business hours. Must have reliable internet and familiarity with digital platforms.

Hueman is proud to partner with Connexure the exclusive recruitment partner for this role. If you are interested in learning more about a career with Connexure as a Strategic Implementation Manager.