Implementation Discovery Manager

Role Overview

• Own the client onboarding experience for new Health & Welfare implementations by gathering requirements, consulting on best practices, and collaborating with internal teams to address unique client needs.
• Lead and project manage the discovery phase for new Health & Welfare client implementations to achieve individual, team, and company goals.
• Guide clients and internal teams through defining and documenting requirements by reviewing source documents such as Legal Plan Documents, SPDs, and HR materials.
• Identify and document plan administration requirements, including:
• Benefits Class Matrix
• Plan Requirements Templates
• Rates
• Permissions
• Field Options
• Site Text
• Demographic and benefit data import files
• Vendor and payroll export file requirements
• Proactively consult clients on industry best practices and system/process changes needed to achieve their goals.
• Research and recommend system enhancements and assist Product Managers and Developers with enhancement specification development.
• Lead client-facing meetings, including kickoff, requirements gathering, requirements review, and other implementation touchpoints.
• Identify and mitigate project and staffing risks; escalate appropriately.
• Manage timelines with internal implementation teams and external client stakeholders.
• Ensure that requirements are collected and finalized for all services included in scope.
• Manage client expectations by anticipating issues, communicating turnaround times, and escalating changes in scope or services as needed.
• Partner with internal teams to ensure all scoped services are accounted for in the requirements process.
• Stay current on industry trends and recommend enhancements to the company’s client service approach.
• Develop and implement strategies to improve client and broker satisfaction.
• Assist with sales and marketing efforts as needed.
• Act as a coach and mentor to others within the organization.

Requirements

• Bachelor’s degree in business administration or related field
• 5+ years of client relationship, consulting, and implementation experience
• Experience with benefits administration and implementation methods
• Excellent written and verbal communication skills across internal, external, technical, and non-technical audiences
• Proven ability to build and maintain strong relationships with clients and brokers
• Strong customer service orientation
• Ability to work both independently and collaboratively
• Ability to make timely decisions in a fast-paced, ambiguous environment
• Ability to quickly synthesize complex subject matter
• Strong problem-solving skills and analytical thinking
• High degree of reliability, organization, accuracy, and follow-through
• Demonstrated initiative, resourcefulness, and willingness to innovate
• Advanced proficiency in MS Excel (VLOOKUPs, PivotTables, data summaries) and working knowledge of MS Office Suite
• Willingness to travel as needed.

Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.
• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
• Remote first, Office friendly environment! No time to commute? No problem!
• Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.
• Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.
• Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.