Client Implementation Manager

About TASC:

As the nation's largest privately held third party benefits administrator, TASC has a mission to improve the health, wealth and well-being of its customers, employees and communities.

We handle employee benefits and compliance administration for companies of all sizes. From healthcare to lifestyle, from giving to education, from compliance to continuation - we offer more than 50 benefit accounts and compliance offerings to meet our client's needs whether they have 1 employee or 1 million.

Our average employee tenure is 66% higher than the national average because TASC is made up of people who are committed to making a positive impact in our communities and on our clients. We believe in Industry leading innovation as demonstrated by our revolutionary Universal Benefit Account offering, allowing us to bring a superior experience and technology to our clients.

Position Purpose:

Offering a seamless and stress-free implementation is the first step in taking care of our clients. The Client Implementation Manager is a critical role in leading and managing the transition of Large and Specialty Clients from sales prospects to active clients, ensuring a smooth and successful onboarding process. This role follows a project management discipline overseeing the implementation of new business clients and leading cross functional teams to ensure operational and technical requirements are fulfilled prior to client implementation. This role is multi-faceted, combining project management, technical expertise, and customer relationship skills to ensure customers can successfully use the services they have purchased from TASC.

Position Responsibilities:

1. Project Management
   1. Develop and create an implementation project plan that meets project management standards, including the full lifecycle; planning, scope, design, execution, and delivery.
   2. Plan, schedule, manage and ensure timely completion of highly complex client implementations.
   3. Deliver projects on time, adhering to high-quality standards and meeting customer expectations.
   4. Document and manage project requirements and gain approval from appropriate parties.
   5. Work cross-functionally within TASC to facilitate the timely setup of plans, communications, files, and other required components of the project plan.
   6. Report on the status of implementation.
   7. Edit and/or create client transition materials for transitioning clients and/or their brokers.
   8. Manage internal stakeholders:

1. Collaborate with project team to complete deliverables on time
2. Facilitate check in meetings
3. Liaise with other areas in the organization including sales, RPF team, Client Education, and Relationship management in addition to other functional areas.

1. Contractual Commitments and Negotiation
   1. Collaborate with client and key internal stakeholders to clarify contract requirements.
   2. Partner with sales and the client, as needed, to negotiate contract commitments in situations where a contract has not been executed prior to client implementation.
   3. Understand client contractual commitments by reviewing the Request for Proposal and the executed contract.
   4. Implement TASC services according to contractual commitments, ensuring a successful implementation using consultative selling and change management.
2. Client Implementation Management

1. Work with clients to identify plan requirements, manage expectations and client's configuration needs during initial stakeholder meetings.
2. Facilitate internal and external meetings, which may be at the client site, to promote accurate and timely communication between parties.
3. Work with clients to understand their plan and configuration needs for accurate set up.
4. Assist clients with the initial setup and configuration of the plan in TASC's system to confirm the service has been correctly implemented.
5. Provide training and support to clients throughout the implementation process.
6. Instill confidence in the organization by developing a strong relationship with the client based on trust and transparency.

1. Issue Resolution
   1. Proactively identify and resolve any issues that arise during implementation to prevent delays and disruptions.

Required Competencies:

1. Ability to review and interpret all contract requirements with the client.
2. Ability to develop consensus and influence resolution.
3. Effectively balances customer expectations with internal capabilities, using relationship management and negotiation skills to address pre-contract gaps or changes.
4. Demonstrated ability to use critical thinking and analytical skills to navigate challenges, evaluate complex scenarios, and make well-informed decisions.
5. Strong written and verbal communication skills, with the ability to interpret and convey information clearly and professionally across various stakeholders, while also using consultative selling techniques to align solutions with client needs.
6. Proven ability to efficiently organize, coordinate and monitor cross-functional team activities to deliver successful client implementations on time and within scope.
7. Skilled in managing projects, including the ability to understand client needs and translate them into clear application and operational plan requirements.
8. Proficient in building trust with clients by understanding their business needs, identifying opportunities to add value and ensuring successful implementation through clear communication and personalized support.

Required Qualifications:

1. Bachelor's degree and/or equivalent work experience.
2. Work experience in contract interpretation/negotiation and project management required.
3. A minimum of 3 years' experience in large client implementation with a minimum revenue of $25,000.
4. Minimum 3years' experience in the Employee Benefits industry is preferred.

CORPORATE CORE COMPETENCIES:

Drive Action & Results

1. Take on new opportunities with enthusiasm
2. Achieve results even in tough circumstances
3. Take personal accountability for decisions and actions

Adapt to Change

1. Operate effectively when things are uncertain
2. Proactively acquire and evaluate information and adapt approach to match shifting demands/situations
3. Rebound from setbacks

Embrace Innovation

1. Create new and better ways to approach challenges and develop solutions
2. Learn through experimentation
3. Encourage feedback and seek opportunities to work better/smarter/faster
4. Show personal commitment and take action to continuously improve

Create Diversity & Foster Collaboration

1. Actively bring, seek, engage, and honor diverse perspectives
2. Identify and address barriers to inclusion to ensure equity and center belonging
3. Work collaboratively and build partnerships to meet shared objectives

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While this is primarily a sedentary role, the employee is regularly required to talk and hear. The employee is also required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus.