Customer Implementation Manager Jobs in Lockport, IL

The Sr. Implementation Manager will report to the Sr. Manager, Client Management in the CDB Client Services Department.

This role is responsible for coaching, training and mentoring team members, assisting with the development, reviewing, and updating of policies and desktop procedures, and discussing, testing, and implementing new product offerings and new software applications. Through verbal and written communications, the ideal incumbent will develop, strengthen, and maintain a positive relationship with our clients and firm associates. This role is also responsible for providing focused service from pre-sale consultation through initial post-sale client administration fostering strong, long-term partnerships with customers and consulting community.

This role will direct all aspects of customer benefit plan installation for new and existing high profile, large, complex customers of PayFlex's products and services. The incumbent will develop and execute an implementation strategy consistent with customer expectations. Ultimately creating, managing and tracking detailed project plans and issue logs outlining required actions, responsible parties and assigned target dates associated with the delivery of the services and projects.

Act as the single point-of-contact for benefit plan implementation; mediates and coordinates resolution of all project deliverables and implementation related issues
Ensure implementation strategy is administered in accordance with all performance guarantee arrangements
Partner with all key stakeholders (i.e., sales/service staff, consultants, plan sponsors, and other internal business units) to proactively identify and address critical implementation issues ensuring customer expectations are consistently satisfied or exceeded
Evaluate impact of client-requested exceptions and develops reasonable alternatives to satisfy client's needs while minimizing impact on systems and operations; Identifies, communicates and tracks cost sensitive items not included as part of the standard process
Collaborate on review, analysis and development of recommendations for the design of complex account and benefit structures based on client's objectives and PayFlex's systems, administration and reporting requirements
Participate in high profile client finalist meetings representing the capabilities of the organization's implementation services process; identifies opportunities for cross sales and account rounding of additional PayFlex products and services throughout the implementation process
Effectively manage implementation team dynamics and provides direction/coaching to fellow team members ensuring success of the overall implementation process; engages team members to follow-through on their responsibilities and tasks
Assist the Manager in monitoring activities such as:
oMeeting established service levels
oDesigning and testing of new product offerings and new software applications
oProviding backup support for team members and supervisors
oMaintain a positive work atmosphere with the team and internal departments
Assist in developing, updating, and reviewing internal Institutional Client Success, Client Onboarding policies and desktop procedures
Utilize sound judgment to escalate issues that may require intervention of the Manager
Prepare team statistics and reports
Manage special projects
Suggest and implement improvements to internal processes
Other duties as assigned.
Years of Experience: 5-7 years of experience . Degree: Bachelor's Degree in Business, Communications, Finance, or related field . Certification: N/A

Skills & Abilities: Strong relationship and communication skills
o Bilingual language skills preferred
Possess a high level of knowledge regarding IRAs and applicable IRS code
Action oriented - should be motivated by challenging opportunities and thrive in fast paced environments
High level of composure - must be cool under pressure and in challenging situations and respond in a patient and professional manner
Operate efficiently with a high degree of accuracy
Consistent, sound decision making capabilities - must make consistently good decisions using blend of knowledge, experience and analysis
High level of ethics and values - must act in accordance with an appropriate set of core beliefs and within Inspira's personal code of conduct.
Experience in solving complex issues, both independently and in a collaborative team environment
Excellent analytical skills with a proactive nature
Proficiency in Microsoft Excel, Word (including mail merge) and Outlook
Experience with Salesforce CRM and Trust Accounting Systems preferred
Strong collaboration skills