Implementation Project Manager

    • Fargo, ND

The Implementation Project Manager is responsible for the successful setup of program plans for both new and existing clients using Discovery Benefits' project management methodology. This position requires critical thinking, strong project management skills and the ability to successfully collaborate across multiple teams internally and externally. The Implementation Project Manager serves as the project owner for Discovery Benefit's largest clients coordinating, scheduling, facilitating and reporting on all implementation related tasks to ensure a "best in class" onboarding experience.

Essential Duties:

  • Must adhere to security policies
Direct the implementation process for the employer and consultant/broker:
  • Identify project scope, key milestones, contingencies, timelines and risks following the PlanAhead ™ framework
  • Identify and document all client contacts for project deliverables
  • Coordinate and direct the implementation across departments including Sales, Client Support Services, Operations, Claims, Integration Analysts and Participant Services to ensure alignment with project deliverables and milestones.
  • Provide regular communication and discussion recaps to all project stakeholders internally and externally
  • Document changes in scope and any associated risks to project milestones
  • Create a project communication schedule to ensure that all needed stakeholders are informed, clear on objectives and understand roles
  • Understand client objectives and provide innovative client solutions that are grounded in long term plan administrative success for all parties
  • Continually monitor implementation deliverables and maintain project plan
  • Review all implementation documentation for accuracy and completeness of plan setup

Build and maintain positive relationships with consultants, brokers and employers as the implementation contact:
  • Educate all parties involved on product design and operations of the accounts
  • Evaluate the employer's satisfaction with the product offering and services
  • Serve as the voice of the customer and pursue needed changes in processes or systems through internal channels
  • Resolve any issues brought forward during the implementation period and communicate these issues to Sales and/or the consultant/broker
  • Respond to all requests made by the employer and/or consultant within the same business day
  • Assist consultants/brokers and employers in coordinating their open enrollment meetings
  • Provide compliance and regulatory knowledge of the product offerings
  • Maintain an in-depth understanding of all client projects, including current tasks, issues, owners and risks. Distribute reports, escalate issues, and measure project performance using appropriate tools and technique
Work with other departments to ensure a positive customer experience:
  • Create efficiencies and improve processes for clients
  • Assist in creating special processes for clients in collaboration with other departments
  • Coordinate with Partner Solution Manager to identify partner processes and services
  • Assist with sales finalist presentations and travel if/when needed
  • Monitor revenue in systems to report any changes in revenue
  • Coordinate implementation activities with the Senior Implementation Project Manager when applicable
  • Provide support to the sales team during the sales process
  • Prepare and deliver onsite (upon request) and remote client training. Help customers understand product features and benefits, and provide assistance as needed.
  • Travel for client meetings as needed - up to 20% of your schedule
  • Seek ways to improve the implementation process and reduce client set-up cycle times. Identify broad level enhancements that will foster the delivery of an improved client experience.
  • Provide recommendations for modifying project management processes and/or methodologies
  • Maintain an in-depth understanding of all client projects, including current tasks, issues, owners and risks. Distribute reports, escalate issues, and measure project performance using appropriate tools and techniques
  • Work in coordination with Learning Experience to create and implement training and processes and technology to improve team's productivity and efficiency
General Duties:
  • All other duties as assigned
  • Complete training for all lines of business and continue to attend all training courses made available to continuously improve the client experience
  • Completion of ECFC certification within one year of position employment
  • Maintain policy according to HIPAA

Equal Opportunity Employer/Vets/Disability

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