We’re growing rapidly and would like to invite a Client Experience - Implementation Manager to join our downtown Chicago team to help us exceed the expectations of a sizeable market and make a significant impact on the quality of care delivered for the most at-risk individuals.
At Caremerge we pride ourselves on an exceptional client experience, with a strong focus on creating Caremerge brand enthusiasts! Reporting to the Director of Implementation – you will be responsible for driving efficient and impactful delivery of client implementations including managing project scope, timeline, risks and metrics for our best-in-class solutions. Implementation Managers also collaborate on, and contribute to, issue resolution and the definition of our implementation and support processes. As part of the Client Experience team – you will be an important part of implementing, supporting and retaining enthusiastic Caremerge clients!
As a Client Experience Implementation Manager, you will:
Lead the Implementations of Caremerge Products: Work directly (on-site and/or remotely) with our amazing clients to lead the implementation of Caremerge solutions internally and externally. Define project scope, create and manage implementation plans in Smartsheets software so that milestones and timelines are met, solutions are successfully enabled and clients are coached and satisfied with the overall Caremerge experience!
Provide Project Leadership & Communication: Present project plans and deliverables to client leadership, client working teams, business partners and executives. Foster and maintain regular communication streams with client and internal teams to ensure all stakeholders have an understanding of each project and are driving towards successful execution of objectives within defined timeline and scope. Communicate internally on status of project milestones, tasks and risks.
Support Product Demo Activities: Partner with our sales team to showcase and position Caremerge solutions to potential clients through product demo activities.
Manage Issues: Leverage high-touch client service skills to respond to client inquiries, mitigate risk and work to resolve issues using Salesforce tools, Desk, and JIRA.
Improve & Evolve Training and Implementation Toolkits: Assist with the creation of client-facing training and other supporting documents to facilitate the onboarding of new users and streamline transition processes.
Case Studies and White Papers: Capture key metrics, data points and relevant stories during client implementation projects and share with sales, marketing, product, and leadership. Assist in the development of case studies and white papers to support new sales efforts.
Capture and Communicate Client Feedback. Ensure all client feedback is documented and shared with key Caremerge product leaders via Salesforce, Desk and JIRA to continually enhance our products to meet the needs of the ever-changing senior living space. Leverage usage data, client information and feedback to identify opportunities for improving the implementation process, longevity with client success and satisfaction.
Collaborate with Product Team: Participate in brainstorming around future product features and enhancements and encourage a cycle of feedback from our clients to the Product team.
Be an Awesome Caremerger: Bring enthusiasm and positive energy to our team!
Qualifications & Attributes:
Qualifications & Attributes
Bachelor’s degree from a recognized academic institution (PMP is a plus)
3-5 years client-facing implementations for cloud-based software, SaaS working knowledge preferred, clinical focus required
Foster “gracious professionalism” at all times. Exceptional customer service, adept relationship-building skills; ability to establish & maintain trust with individuals at various levels of internal and partner organizations
Demonstrated experience and success in leveraging project management methodologies and practices to manage project teams internally and externally
Understanding of change management and how to implement change across various organizations and roles
Experience utilizing project management software and other standard project management scheduling tools such as Mingle, Basecamp, Jira, Trello and Salesforce PM
Intermediate-level skill in Microsoft Excel, Word and PowerPoint. Ability to create and generate agendas, checklists, and training materials, as needed
Ability to juggle multiple priorities, with a hands-on approach to delivering results
Self-motivated and proactively takes responsibility for driving tasks through to successful completion
Thrives in an entrepreneurial, dynamic and collaborative culture
Practical thinker with strong execution skills
Enthusiastic to partner with sales in the front-end of the sales/customer lifecycle
Willingness to travel, as needed, to attend client-related meetings, events, or other gatherings
Ability to stay current on industry news, technologies and any legislative issues that may impact our products and services