Client Implementation Team Manager
Overview
As the Client Implementation Team Manager, you will lead a team responsible for the successful onboarding and implementation of new clients. You will oversee the coordination of resources, manage project timelines, and ensure the delivery of high-quality service to our clients. Additionally, you will be responsible for mentoring and developing team members, fostering a collaborative environment, and driving continuous improvement in our implementation processes.
Responsibilities
Team Leadership and Management:
- Lead and motivate a team of client implementation specialists, providing guidance, support, and mentorship to ensure their success and professional growth.
- Set clear objectives and performance expectations for team members, conduct regular performance evaluations and providing constructive feedback.
- Foster a collaborative and inclusive team culture, promoting open communication, knowledge sharing, and mutual respect.
Client Onboarding and Project Management
- Oversee the end-to-end onboarding process for new clients, ensuring a smooth transition and successful implementation of our products or services.
- Assign projects and tasks to team members, balancing workload and skill sets to optimize efficiency and productivity.
- Develop and maintain project plans, schedules, and budgets, monitoring progress and addressing any issues or risks that may arise.
Client Communication and Relationship Management
- Serve as the escalation point for client issues or concerns, working closely with team members to address and resolve them in a timely and satisfactory manner.
- Build and maintain strong relationships with key client stakeholders, earning their trust and confidence through proactive communication and exceptional service.
- Conduct regular status meetings with clients to review progress, gather feedback, and ensure alignment with expectations.
Process Improvement and Quality Assurance:
- Continuously assess and refine implementation processes and procedures to drive efficiency, consistency, and scalability.
- Establish and monitor key performance indicators (KPIs) and metrics to measure team performance and client satisfaction.
- Implement quality assurance measures to ensure the delivery of high-quality service and adherence to established standards.
Training and Development
- Identify training needs and opportunities for skill development within the team, providing training and coaching as needed to enhance capabilities and performance.
- Facilitate knowledge sharing sessions and best practice sharing to promote learning and continuous improvement.
- Stay abreast of industry trends, best practices, and emerging technologies related to client implementation and project management.
Qualifications
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Proven experience (7 years) in client implementation, project management, or customer success, with demonstrated experience in team leadership and management.
- Strong communication, interpersonal, and relationship-building skills.
- Excellent organizational and problem-solving abilities, with a keen attention to detail.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
- Proficiency in project management tools (e.g., Microsoft Project, Asana, Trello) and CRM systems (e.g., Salesforce) is a plus.
Additional Information
- This position may require occasional travel to client sites.
- Flexibility in working hours may be necessary to accommodate client needs and project deadlines.
Company Culture:
At Wellsync, we are committed to delivering exceptional value and service to our clients. We value teamwork, innovation, and continuous improvement, and we believe in investing in our people to help them reach their full potential. Join our dynamic team and play a key role in shaping the success of our clients and our organization.
This job description serves as a general guideline and may be adjusted based on specific organizational needs and requirements