Implementation Manager

THE POSITION:

The Implementation Manager is responsible for leading new product launches and supporting new client implementations.  This role serves as the primary point of contact and subject-matter expert throughout the new product launch management for client, implementation lifecycle, coordinating cross-functional teams, managing timelines and risks, maintaining required documentation, and communicating progress to internal and external stakeholders. Occasional work outside standard business hours may be required to support critical new product introduction and implementation of milestones, or issue resolution.

CRITICAL RESPONSIBILITIES:

• Deliver successful client product launches resulting in streamlined processes and faster revenue recognition (for the client and EVERSANA).
• Set up products in applicable business systems.
• Excellent project management skills with strong communication skills.
• Manage new client implementations and departures as requested.
ESSENTIAL DUTIES & RESPONSIBILITIES:

• Implementation & Project Management • Develop and maintain new product launch timelines, milestones, dependencies, and status reports in support of the Client Success Team.
• Manage multiple concurrent product launches with competing priorities and deadlines.
• Provide superior support internally and externally and manage client expectations related to new product set up and coordination of new product launches.
• Identify, document, escalate, and resolve project risks, issues, and scope changes.
• Meet with internal and external customers as needed to resolve issues or questions in a timely manner to ensure launches stay on target.
• Monitor launch performance and coordinate corrective actions up to the launch day of a product.
• Lead new client implementations, departures and new service offerings (as needed).
• Provide temporary, defined client coverage during planned absences or vacancies, including issues of coordination and continuity of critical communications.

• Operational Readiness & Documentation • Work effectively in all applicable systems and standardized systems/processes to set up products.
• Complete all necessary project management documentation, work plans and communications.
• Maintain accurate records in approved project management, reporting, and document-management systems.
• Complete requests/tasks as assigned by department team members.
• Resolve client inquiries/requests/issues in a timely fashion that are part of launches, implementations and/or departures.

• Cross-functional Influence• Champion cross-enterprise collaboration and communication resulting in more efficient and effective delivery.
• Manage with a sense of urgency and availability as the client advocate for new product launches.
• Maintain a high-level adherence to department and company processes resulting in high-quality client experience and satisfaction.
• Assist in client account management for a limited number of current clients
• Lead cross-functional teams as required and facilitate team meetings.
• Demonstrate a passion and desire for excellence within the position, department, and company.

TRAVEL:

• Expected to travel 10% of the time (EVERSANA facilities and/or client sites).
The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Department: Operations
Function: Customer Service
Experience Level: Associate