Client Implementation Manager

Role Overview

• The Client Implementation Manager will be responsible for developing and overseeing new client installations for the RSL portfolio of business.
• This includes overall accountability for the successful new case installation of employee accounts that have core Life, Disability, Absence and/or Voluntary benefits.
• He/she will drive the process through a combination of direct involvement, partnership with account management, and influence and coordination with internal partners.
• Provide leadership and subject matter expertise to new client to ensure successful implementation, enrollment and ongoing support for assigned clients / territories.
• Lead new client installation calls for assigned clients/sales offices.
• Proactively communicate to the client to ensure appropriate setup and understanding of systems, tools and processes, including (but not limited to) billing, contracts and web tools.
• Identify, research and coordinate the resolution of client-level issues for new clients.
• Interface with IT and service teams to develop solutions to broker and client’s specific needs, and to proactively communicate/document potential issues.
• Coordinates training and communication strategy
• Liaison between client/broker/HR platform and internal resources.
• Develop and maintain cooperative partnerships with Administrative Office Departments and work closely to ensure effective communication with Regional Sales Staff, implementation and home (administrative) office counterparts.
• Lead discussions at routine client meetings with manager approval of agenda.
• Create and deliver new client administrative kits in an accurate and timely manner.
• Coordinate fulfillment, tracking, billing, and inventory process for all enrollment communication materials.
• Perform enrollment resource/logistical coordination for extra-territorial and multi-site clients (within and outside assigned territory when required).
• Data transfer setup and test plan with internal and external resources
• Work with marketing to ensure appropriate delivery of client materials.
• Collaborates with team members and management in recommending and implementing improvement opportunities.
• Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines.

Requirements

• Bachelor’s Degree in Business, Marketing, and /or Communications is preferred.
• An MBA or advanced degree in a related field is preferred.
• Minimum of 3-5 years of directly related experience is required.
• Superior organizational, multi-tasking, influencing and presentation skills are required.
• Strong written and superior oral communication skills required
• Ability to demonstrate internal diplomacy/influencing skills with sales, service and internal cross-functional areas including underwriting, claims and administration.
• Professional business demeanor and the ability to work in a fast-paced, entrepreneurial capacity with minimal supervision are required.
• Ability to thrive in a fast-paced environment, multi-tasking skills and the ability to work in an autonomous manner.
• Proficient in Microsoft Office products and ability to master applicable systems and processes
• Ability to Travel: Up to 25%

Benefits

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
• As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program