United States onlyAbout the role/team:
Senior Implementation Manager, COBRA
The Senior Implementation Manager, COBRA 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.
How you will make an impact:
Implementation Oversight:
Develop and manage implementation plans, including project timelines and workstreams, for Enhanced, Premium, Premium Plus, and Executive-level clients.
Coordinate onboarding activities for each client, including any required customizations, in collaboration with internal teams.
Work with internal departments to ensure alignment with timelines and deliverables.
Communicate regularly with internal and external stakeholders, providing summaries and updates as needed.
Document any scope changes and potential impacts to project timelines.
Ensure stakeholders are informed of objectives and understand their roles in the implementation.
Monitor progress against project plans, making adjustments when necessary.
Maintain working knowledge of core product areas, with optional cross-training in additional business lines.
Manage implementation tasks with attention to accuracy and timelines.
Review configuration documents and related materials for accuracy and completeness.
Independently manage a set of assigned clients, prioritizing based on business need.
Address client concerns during implementation, using appropriate escalation and resolution techniques.
Client Communication and Support:
Complete training on the applicable product line to ensure baseline product understanding.
Provide clear information to clients on product setup, required actions, and system functionality.
Assess client needs and gather feedback on implementation and services.
Share feedback with internal teams to identify potential areas for improvement.
Communicate any issues and resolutions with internal partners, including Sales and brokers/consultants.
Respond to client and consultant inquiries within agreed timeframes.
Support clients and consultants in planning open enrollment logistics when applicable.
Share basic product compliance and regulatory information.
Follow the department’s established principles and conduct standards.
Participate in onsite client meetings when required.
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:
Perform other job duties as assigned.
Follow HIPAA guidelines to protect sensitive client information.
Experience you will bring:
Bachelor's degree preferred
Familiarity with escalation handling and client service best practices
Experience in client-facing roles with strong communication skills
Ability to navigate multiple systems and platforms
Proficiency in Google Workspace and Microsoft Office
3–5 years of relevant experience or equivalent
Brazil only
