Implementation Manager - Customer Success (Phi/Bos/Sf/Salt Lake City) - Customer Onboarding

ParetoHealth partners with health benefits consultants, employers, and industry partners, to improve healthcare and reduce costs for small to medium-sized businesses and their employees. Our engaged community of likeminded employers continue to choose Pareto to finance their benefits and, while we proudly maintain a strong retention rate, we are constantly looking for ways to further enhance our post-sales customer experience.  

 We are looking for a customer service-minded and detail-oriented Implementation Manager - Customer Success to serve as the primary liaison for Pareto’s growing client base during their onboarding, to provide new customers with an exceptional experience as they navigate through the various components of Pareto’s innovative benefits financing and cost management solutions. As a member of Implementation team, you will play a critical role in helping unlock growth for Pareto and ensuring customers are set up for success from day one. 

 Reporting to the Director of Implementation, you are responsible for managing various customer communications, supporting onboarding initiatives, tracking all necessary documentation and deadlines, and collaborating cross-functionally to ensure each Member and Consultant have a best-in-class onboarding experience. 

Key Responsibilities:

• Be a trusted implementation partner to our health benefits consultants and their clients, ensuring implementations are successfully completed prior to the stop loss policy effective date.  
• Contribute to building lasting and valued relationships with both consultants and their clients by delivering a best-in-class onboarding experience.
• Collaborate with the Sales, Underwriting, Account Management, and Cost Containment Operations team members to ensure smooth pre-and post-implementation transitions.
• Manage key communication between Pareto, stop loss carriers, consultants, and clients to ensure timely resolution of all customer questions or concerns and an overall successful implementation experience.  
• Train and support consultants’ service teams to enhance their understanding and ability to communicate the benefits of Pareto’s captive program and cost containment solutions.
• Host welcome and onboarding calls, answer questions promptly, and provide clear and accurate information about all of Pareto’s implementation documents, products, and services.
• Track all necessary implementation related documentation and deadlines, maintaining an organized queue to ensure critical deadlines are met.  
• Support and lead cross-functional projects and efforts to continuously improve operational processes, ensuring a seamless and delightful customer experience. 

Required Skills & Qualifications:

• Bachelor’s degree 
• Minimum 2 years of experience in a client-facing implementation, account management, or project management role, preferably in the health benefits or insurance industry  
• Experience working in CRM systems, including SFDC  
• Ability to manage customer relationships with excellent communication and presentation skills
• Strong project management and organizational skills with a strong attention to detail  
• Collaborative mindset and ability to work cross-functionally with various teams
• Ability to effectively triage and prioritize issues, independently resolve a wide range of problems, and accurately identify when escalation is necessary
• Self-starter with bias toward action that thrives in a dynamic, fast-paced environment that’s growing and evolving rapidly