Customer Implementation Manager Jobs in Riverview, FL

Marpai Administrators (Subsidiary of Marpai Inc. (NASDAQ: MRAI)) is a technology company transforming the Third Party Administration sector serving employers with self-funded health plans. Marpai Administrators (“Marpai”) is an AI-powered national TPA (third party administrator) using deep learning and machine learning to maximize population health outcomes with the greatest cost efficiency for any health plan budget. We create healthier members and a healthier bottom line. Marpai proactively targets at-risk members with meaningful clinical interventions to improve outcomes. 
 
ABOUT THE POSITION: 
  
The Implementation Manager is responsible for oversight of client implementations, change management, and coordination of internal operational functions. This position requires great attention to detail, superior communication skills, time management skills, and knowledge of internal processes and procedures.  The goal of each implementation is to meet and exceed client expectations for an incredible service experience. The Implementation Manager is responsible for leading PBM client implementations from initial planning through post-implementation review. This role coordinates internal departments, external partners, and client stakeholders to ensure implementations are completed accurately, on schedule, and within established requirements. 
The Implementation Manager serves as the primary point of coordination for implementation activities, including project planning, plan configuration, eligibility, operational readiness, issue resolution, client communication, and quality assurance. The position requires strong project-management skills, attention to detail, PBM industry knowledge, and the ability to manage multiple priorities in a deadline-driven environment. 
 
 
WHAT YOU WILL BE DOING: 
  

• Expert in project management with consideration of operational processes and procedures to facilitate successful client onboarding and implementation of services. Responsible for providing accurate information for plan sponsors and members while ensuring that achieve timelines and budgetary requirements. Lead multiple PBM client implementations from kickoff through go-live and stabilization.
• Provides Sales and Client Service support which may include direct contact with customers and/or the customer's representatives Develop and maintain implementation plans, timelines, milestones, task assignments, dependencies, and status reporting.
• Facilitates interdepartmental relations and communication as it specifically relates to managed accounts including Finance, IT, Operations, and other departments as needed Coordinate implementation activities across Sales, Account Management, Finance, Information Technology, Operations, Clinical, Eligibility, and other departments as needed.
• Facilitate/leadership role for implementation of internal quality assurance and efficiency to create an incredible service experience Serve as a primary implementation contact for clients, brokers, consultants, vendors, and other client representatives.
• Provide strategic insights on risk mitigation and growth opportunities obtained during client onboarding Confirm that plan designs, formularies, pharmacy networks, eligibility requirements, member materials, reporting requirements, and other implementation specifications are accurately documented and communicated.
• Produces objective reporting to the Senior Management and SVPs, regarding critical path items, opportunities, and overall customer standing Identify implementation risks, blockers, scope changes, and unresolved dependencies; develop mitigation plans and escalate issues when appropriate.
• Apply communication principles and appropriate positioning of information to deliver to various client types Monitor project progress against established timelines and communicate delays, decisions, and critical-path items to leadership and project stakeholders.
• Able to provide analysis of workflows and efficiency with other department teams Support Sales and Client Services by providing implementation guidance, operational information, and client-ready updates.
• Conducts post-implementation analysis to identify areas for improvement, new process development to mitigation of risks areas with future implementations Coordinate implementation quality-assurance activities to confirm operational readiness before go-live
• Conduct post-implementation reviews to evaluate outcomes, document lessons learned, and recommend process improvements.
• Analyze implementation workflows and recommend improvements that increase accuracy, consistency, and operational efficiency.
• Provide leadership with objective reporting regarding implementation status, client readiness, risks, opportunities, and overall account standing.
• Perform other duties as assigned. 

 
WHAT SUCCESS LOOKS LIKE: 
 

• Ability to manage multiple projects to successful and timely conclusion, including measurement of milestones, alerting project participants to outliers and project status updates
• Able to communicate internally and externally with all levels of people in a manner which illustrates superior professionalism. Communications may include speaking in front of groups of people
• Ability to prepare for, lead and direct meetings, both internally and externally, with various group sizes. Directing includes keeping meetings on track, providing follow-up/meeting minutes, Gantt charts, etc. Strong project-management and organizational skills, including the ability to manage multiple concurrent implementations.
• Relationship focused, with excellent interpersonal skills for dealing with clients, peers, other departments, and senior management Ability to develop and manage project plans, timelines, milestones, status reports, risk logs, decision logs, and related implementation documentation
• Advanced project planning skills with attention to detail, with the ability to prioritize and meet deadlines Strong written, verbal, presentation, negotiation, and meeting-facilitation skills
• Must have the ability to use logical methods to address problems and develop effective solutions, ensuring customer expectations are met or exceeded Ability to communicate effectively with clients, brokers, vendors, operational teams, and senior leadership
• Must be able to work independently as well as support, contribute to, and lead teams Strong attention to detail and the ability to identify inconsistencies, missing information, and implementation risks
• Other duties as assigned
• Ability to work independently while also leading and contributing to cross-functional teams.
• Strong relationship-management and client-service skills.
• Ability to prioritize competing responsibilities and meet established deadlines.
• Ability to remain professional and effective in high-pressure or time-sensitive situations.

WHAT DO YOU NEED:
 

• Education: Bachelor’s degree in Business, Healthcare Administration, Project Management, or a related field preferred
• Experience: 3–5+ years of project or implementation management experience, specifically within the Pharmacy Benefit Management (PBM) or healthcare industry.
• Domain Knowledge: Strong working knowledge of PBM components, including plan designs, formularies, specialty pharmacy networks, and eligibility file transfers.
• Communication: Exceptional client-facing communication, negotiation, and meeting facilitation skills.
• Technical Tools: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and project tracking tools.
•  Certifications: PMP (Project Management Professional) certification is preferred

 
WORK REQUIREMENTS:

• Fast paced, dynamic work environment requiring the ability to be adaptive, innovative and flexible
• Travel expectations up to 15%

 
 WHY WORK AT MARPAI?  
We have great benefits: 

• Generous PTO
• Medical and Prescription 
• Health and Wellness Programs 
• EAP 
• FSA / HSA / Dependent Care
• Dental 
• Vision 
• Life and Disability 
• STD/LTD
• Voluntary Benefits: Critical Illness, Accident, Hospital
• 401k with Employer Match
• LegalShield 
• Identity Theft Protection
     
  Marpai is an equal opportunity workplace.  We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
   
   
  

This is a remote position.