Implementation Manager, COBRA

About the Team/Role 

The Implementation Manager is responsible for the successful setup and management of program plans across lines of business for both new and existing large/complex clients. Successful candidates will demonstrate expertise in project management, customer service and become a subject matter expert in their core line of business. This role serves as the implementation leader facilitating, coordinating, and reporting on all implementation related tasks to ensure the successful onboarding of WEX’s large/complex clients. 

How you'll make an impact

• Must adhere to security policies

Lead the implementation process for the employer and consultant/broker:

• Design and implement project plan and workstream methodologies to successfully onboard clients, with emphasis on the Enhanced, Premium, Premium Plus and Executive client service levels.

• Responsible for tailoring onboarding experience to each individual key client, including brainstorming and implementing creative “off-playbook” solutions and coordinating execution of those solutions with internal stakeholders.

• Manage implementation coordination across internal departments to ensure alignment with project deliverables and milestones.

• Provide regular communication and discussion recaps to all project stakeholders internally and externally, leveraging strong written and oral communication skills.

• Analyze and document changes in scope and any associated risks in connection with project milestones.

• Ensure that all needed stakeholders are informed, clear on objectives and understand roles for client onboarding

• Continually monitor implementation deliverables and maintain and/or adjust project plan as situation requires 

• Demonstrate strong product knowledge and subject matter expertise in core lines of business prior to the opportunity of cross-training on alternate lines of business, if available

• Consistently hit deliverables across all clients, doing so through skill that brings people along 

• Review all implementation documentation for accuracy and completeness of plan setup

• Manage and prioritize your own workload. The Implementation Manager role does not work out of a general queue, but rather is assigned and responsible for an assigned book of clients vital to the business.

• Consistent demonstration of client de-escalation skills and creative solutions to find a win-win solution for client needs.

Build and maintain positive relationships with consultants, brokers, and employers as the implementation contact:

• Complete formal training on the respective line of business

• Educate all parties involved on product design, bespoke requirements, and operations of the accounts

• Evaluate the employer’s needs and 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 and solutions to Sales and/or the consultant/broker

• Respond to all requests made by the employer and/or consultant within the communicated turnaround time

• Assist consultants/brokers and employers in coordinating their open enrollment meetings

• Provide compliance and regulatory knowledge of the product offerings

• Executes all aspects of the role using the “hungry, humble, and smart” principles outlined in the Onboarding Department Principles Document

• Proven ability to successfully lead onsite implementations, when applicable

Work with other departments to ensure a positive customer experience:

•  Create and implement client-specific special processes to improve onboarding experience for clients

• Coordinate with Partner Solution Manager to identify partner processes and services

• Provide support to the sales team during the sales process, including assisting with and presenting within sales finalist presentations and travel where requested

• Monitor revenue in systems to report any changes in revenue

• Coordinate implementation activities with the Implementation Project Manager when applicable

• Collaborate with internal teams to identify creative solutions for client requests to reimagine the onboarding experience 

General Duties:

• All other duties as assigned

• Ensure privacy according to HIPAA

Experience you'll bring 

• Strong project management skills

• Account Management skills

• Critical Thinking Skills

• Attention to Detail

• Strong communication skills

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $53,000.00 - $70,000.00