Job Overview
The Implementation Manager serves as the primary client-facing partner during implementation and is responsible for coordinating the successful execution of client programs across teams and workstreams. This role provides visibility into implementation progress, dependencies, risks, and readiness activities, ensuring stakeholders remain informed and aligned throughout delivery.
The Implementation Manager partners with Product, Portfolio Management, Implementation Specialist, and delivery teams to develop and maintain implementation schedules, identify sequencing dependencies, and communicate impacts to stakeholders. While the Implementation Manager facilitates timeline planning and monitors progress against agreed-upon milestones, ownership of prioritization, resource allocation, and committed delivery dates resides with the appropriate Product and organizational leaders.
Scope definition, solution design, and program requirements ownership reside with the Implementation Specialists and Product teams. The Implementation Manager ensures approved scope is executed effectively across functions, coordinates cross-functional activities, escalates blockers and risks, and supports successful client readiness and program launch.
DUTIES AND RESPONSIBILITIES:
- Effectively manage client communications, expectations, and implementation activities throughout the program lifecycle.
- Serve as the primaryclientcontact during implementation, building trusted relationships and ensuring alignment on goals, timelines, risks, and readiness activities.
- Own implementation planning and execution, including coordinating activities, managing dependencies, tracking milestones, and driving deliverables to completion.
- Partner with Learning & Development teams toestablishtraining plans, monitor readiness activities, and support successful client adoption.
- Collaborate across cross-functional teams including Product, Operations, Quality Assurance, Release Management, Training, and Delivery to ensure successful implementation outcomes.
- Partner with Product Management to communicate client feedback,implementationinsights, and operational considerations that may influence future product enhancements.
- Present implementation status, risks, readiness assessments, and key milestones to leadership and executive stakeholders asrequired.
- Work closely with Implementation Analysts to ensure implementation documentation is complete,accurate, and aligned with client requirements and product capabilities.
- Manageimplementationrisks, issues, decisions, dependencies, and changes through established governance and escalation processes.
- Develop andmaintainimplementation timelines, monitor progress against key milestones, and communicate status to internal and external stakeholders.
- Facilitatelaunchreadiness activities, ensuring operational, technical, and client-facing deliverables are completed prior to go-live.
- Support post-launch stabilization efforts, coordinating issue resolution and stakeholder communication through transition to operational support.
- Perform other relatedduties asassigned by management.
SUPERVISORY RESPONSIBILITIES:
- This job has no supervisory responsibilities.
QUALIFICATIONS:
- Bachelor’s Degree (preferably in Management Information Systems, Computer Science,Businessor related discipline).
- 3-5 years of experience successfully managing complex software projects, includingclient facingprojects.
- Agile software development experience preferred.
- A working knowledge of pharmaceutical, special pharmacy,hubor related industries
- Ability to plan, direct, and deliver outstanding presentations.
- Direct experience in consulting for external clients
- Excellent written and verbal communication skills.
- Impeccable organizational skills and attention to detail.
- Exceptional interpersonal and teamwork skills. Capable of understanding a broad range of viewpoints and building consensus.
- Ability to multi‐task in a fast‐paced organization.
- Provenexperience atworking independently with minimal supervision and as part of a team to complete assignments.
- Proven, hands-on experience successfully implementing SaaS and/or enterprise software applications
- Technology skill set preferred,sFTP, HTML, GUID’s, Integrations, File Formats, API’s.
- In addition to the qualifications listed above, successful candidates will have the following characteristics:
- A self-starter who can thrive in a fast-paced environment with minimal direct supervision
- Highest ethical standards and personal integrity
- Good data, business, and financial analysis skills
- Superior communications skills, both verbally and in writing
- Proficiencywith MS Office suite, including Word, Excel, Outlook, PowerPoint, Project
- Flexibility and adaptability to rapid change.
- Passion for making a difference in patients’ lives and reducing the administrative burden on physician offices.
COMPETENCIES:
- Adaptability- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Analytical- Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
- Business Acumen- Understands business implications of decisions; Displays orientation to profitability;Demonstratesknowledge of market and competition; Aligns work with strategic goals.
- Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer needs;Solicitscustomer feedback to improve service; Responds to requests for service andassistance; Meets commitments.
- Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics- Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Initiative- Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Innovation- Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
- Interpersonal Skills- Focuses on solving conflict, not blaming;Maintainsconfidentiality; Listens to others without interrupting; Keeps emotions under control;Remainsopen to others' ideas and tries new things.
- Oral Communication- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions;Demonstratesgroup presentation skills; Participates in meetings.
- Organizational Support- Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Planning/Organizing- Prioritizes and plans work activities; Uses time efficiently; Plans foradditionalresources; Sets goals andobjectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Problem Solving-Identifiesand resolves problemsin a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Project Management- Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
- Quality Management- Looks for ways to improve and promote quality;Demonstratesaccuracy and thoroughness.
- Teamwork- Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Technical Skills- Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Sharesexpertisewith others.
- Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Occasionally required to stand.
- Occasionallyrequired to walk.
- Frequently required to sit.
- Continually required toutilizehand and finger dexterity.
- Continually required to talk or hear.
- While performing the duties of this job, the noise level in the work environment is usually moderate.
- Specific vision abilities required by this job include depth perception and ability to adjust focus.
- Work is performed in a traditional commercial office setting with standard office lighting and white noise.
- Additionalremarksregardingwork environment:
- This joboperatesin a professional office environment.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pay: $95,000.00 - $115,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: Remote
