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Jacksonville, FL
United States
Position type:
Full Time
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Account Implementation Program Manager

Job Summary

The Account Implementations/Onboarding Program Manager will manage all aspects of onboarding clients to GuideWell Connect products and services, including data acquisition, product and services setup and configuration, go live planning and execution, as well as measuring and recommending actions to improve Key Performance Indicators (KPIs) for client implementations in support of the transformational growth of the company.

As a key member of the product development and operations team you will coordinate across stakeholder groups to ensure that effective coordination and communication between client business and IT owners, sales, and product and account management - drives a highly-efficient process for client implementations.

You must be able to work within a highly entrepreneurial culture while ensuring that key operational issues are surfaced with recommended action plans. You will work closely with the entire technical development and operations team to support a high-output, low-defect implementation process.

Accountabilities include managing cross matrixed Project Manager work product, tracking onboarding budgets and actuals, change management, dependency management, risk and issue management, onboarding status and reporting, and running the GuideWell Connect Command Center. Responsible for implementing appropriate project methodology that can help deliver project in the most efficient manner. Interacts with business unit leadership to ensure business objectives are met and initiatives are prioritized appropriately. Provides Project Management subject-matter-expertise, leads implementation of operational plans. Assist in building organizational agility by focusing on staff empowerment, scenario planning, and effective demand and capacity management.

Essential Job Functions

  • Develop and manage integration plans and schedules, in coordination with technical development, account management and other departments, to ensure that new client implementations are conducted in the proper priority order and delivered on scheduled deadlines, within budget, good quality and within contractual and compliance terms
  • Coordinate and manage key implementation processes with cross-functional operational technical development teams
  • Manage multiple implementations, both internally and externally
  • Understand scope of implementations and manage them via project plans; track risks/issues and action items
  • Implement client objectives within standard guidelines and timeframes
  • Ensure total client satisfaction
  • Monitor onboarding and implementation processes against defined Key Performance Indicators (KPIs) to ensure critical operating metrics are being met or exceeded
  • Provide technical data expertise to product and account management, sales and marketing and related departments where input and support is needed to drive product and corporate growth
  • Influences multiple areas of the company and is considered a change leader.
  • Communicate project status to project team, stakeholders’ leadership and other PMs associated with projects.
  • Advise leadership, customers, and staff on strategic solutions to dealing with barriers.
  • Accountable for active facilitation of Program issue resolution, change, risk and dependency management.
  • Trains others on PMP concepts and principles.
  • Leads onboarding meetings.
  • Creates and maintains relationships with stakeholders and team members in order to achieve mutual goals.

Minimum Job Requirements

  • 8-10 years of client management and/or project/program management required
  • Experience implementing multiple products for a small to mid size company
  • Strong ability to understand and identify implementation risks and develop mitigation strategies
  • Proven track record interacting with clients and cross fucntional team members to deliver products and services on time and within budget; excellent client interface & customer service skills
  • Ability to work effectively in a fast-paced, entrepreneurial environment
  • Strong influential skills
  • Ability to perform multiple tasks and prioritize simultaneously
  • Excellent verbal and written communication skills
  • Strong presentation development skills using PowerPoint
  • Absolute integrity and strong, hands-on work ethic
  • Detail oriented
  • A healthy intellectual curiosity, desire to learn, and passion for building a successful organization
  • Expert knowledge of MS Office products, including MS Project
  • Bachelor's degree or equivalent experience
  • Ability to manage tasks independently and take ownership of responsibilities
  • Ability to learn from mistakes and apply constructive feedback.
  • Ability to communicate highly complex technical information clearly and articulately for all levels and audiences
  • Expert proficiency in the use of labor, cost management and project tracking and management tools such as MS Project.
  • High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy.
  • Proven leadership ability including effective knowledge sharing, conflict resolution, facilitation of open discussions, fairness and displaying appropriate levels of assertiveness.
  • Expert in Understanding the SDLC and Agile methodology disciplines.
  • Expert knowledge in various Project Management and Product Development concepts, methodologies and processes.
  • Thorough understanding of industry and/or business related processes, products, systems, functions and architectures
  • Ability to Lead/Facilitate project Executive Meeting to obtain schedule, issues, risk and dependency updates.
  • Ability to document meeting minutes, action items from project status meetings.
  • Ability to organize and prioritize workload of project resources.

Preferred Criteria

  • Agile Scrum Master
  • Experience using Agile methodology
  • ITIL Base foundation certified
  • Green belt on Lean Six Sigma Principles