Implementation Manager

About the Role/Team

The Implementation Manager, Benefits is responsible for overseeing the strategic development and execution of program implementations for WEX's largest and most complex enterprise clients across various lines of business. Successful candidates will have advanced expertise in project coordination, exceptional client relationship management skills, and deep subject matter knowledge within their core business areas. This role focuses on facilitating, organizing, and providing comprehensive reporting on all implementation-related tasks to ensure the smooth onboarding of WEX's most significant clients. Ensure the smooth onboarding of WEX's most significant clients.

How you'll make an impact

• Strategic Implementation Execution:

  • Craft and execute comprehensive implementation strategies, including project plans and workstream methodologies, tailored for Enhanced, Premium, Premium Plus, and Executive client service levels.

  • Design and deliver customized onboarding experiences for each key client, encompassing innovative "off-playbook" solutions developed and coordinated with internal stakeholders.

  • Demonstrated expertise in project management coordination across internal departments, ensuring strict alignment with project deliverables and milestones.

  • Provide strategic and comprehensive communication, including detailed discussion recaps, to all project stakeholders, both internal and external, leveraging advanced written and oral communication skills.

  • Conduct in-depth analysis and documentation of scope modifications and associated risks relative to project milestones.

  • Ensure that all relevant stakeholders are fully informed, possess clarity on objectives, and comprehend their respective roles in the client onboarding process.

  • Continuously monitor implementation deliverables, proactively maintaining and/or adjusting the project plan as circumstances necessitate.

  • Demonstrate advanced product knowledge and subject matter expertise within core lines of business, with opportunities for cross-training in alternate lines of business as available.

  • Consistently achieve implementation deliverables through expert skill and collaborative leadership.

  • Conduct meticulous reviews of all implementation documentation to ensure accuracy and completeness of plan configurations.

  • Autonomously manage and prioritize a dedicated portfolio of high-value clients critical to the business.

  • Consistently demonstrate expert client de-escalation skills and implement creative solutions to achieve mutually beneficial outcomes.

• Strategic Client Partnership & Relationship Management:

  • Complete comprehensive formal training on the respective line of business, ensuring advanced knowledge.

  • Deliver strategic education to all parties involved on product design, bespoke requirements, and operational nuances of the accounts.

  • Conduct thorough evaluations of employer needs and satisfaction with product offerings and services.

  • Serve as a strategic client advocate, championing necessary changes in processes or systems through internal channels.

  • Expertly resolve any issues arising during the implementation period, communicating these issues and their resolutions to Sales and/or the consultant/broker.

  • Maintain responsive client communication, addressing all requests made by the employer and/or consultant within the communicated turnaround time.

  • Provide strategic assistance to consultants/brokers and employers in coordinating their open enrollment meetings.

  • Deliver authoritative counsel on compliance and regulatory knowledge of the product offerings.

  • Execute all aspects of the role while adhering to the "hungry, humble, and smart" principles outlined in the Onboarding Department Principles Document.

  • Demonstrate a proven ability to successfully lead onsite implementations, when applicable.

• Cross-Functional Optimization & Collaborative Innovation:

  • Develop and implement client-specific customized processes to enhance the onboarding experience for clients.

  • Collaborate strategically with Partner Solution Managers to optimize partner processes and services.

  • Provide strategic support to the sales team throughout the sales process, including assisting with and presenting within sales finalist presentations contributing to revenue generation.

  • Experience traveling onsite for in person sales finalist support.

  • Conduct rigorous monitoring of revenue within systems to report any changes in financial impact to both the customer and WEX.

  • Collaborate with Implementation Project Managers on implementation activities when applicable.

  • Partner with internal teams to identify and implement innovative solutions for client requests, reimagining the onboarding experience.

• General Responsibilities:

  • Execute all other duties as assigned.

  • Maintain strict adherence to HIPAA privacy regulations, safeguarding sensitive client information.

Experience you'll bring

• Bachelor's degree (preferred)

• 4 - 5 years of relevant industry experience or equivalent

• Advanced proficiency in Google Suite and Microsoft Office applications.

• Experience with OnBase (preferred)

• Demonstrated ability to navigate and utilize multiple technological platforms.

• Extensive experience in client-facing roles, demonstrating exceptional communication and interpersonal skills.

• Proven expertise in escalation management and a commitment to achieving superior client satisfaction.