Implementation Project Lead at Ability Network
Minneapolis, MN, US / Tampa, FL, US

The Implementation Project Lead will be responsible for creating operational efficiency and driving customer value throughout all phases of Implementation Projects across the entire ABILITY Network product spectrum. This person will have the autonomy and authority to make decisions related to implementation project elements as they relate to both internal and customer-facing partnerships and integrations. In this role, this person may be expected to work some unconventional business hours to satisfy the needs of customers or the objectives of the senior leadership team.  They will routinely gather technical and industry-related business requirements, and exercise discretion and judgement to synthesize those requirements into programmatic, technological, and business proposals. This individual will also require knowledge of all internal business unit partnerships to support the development and maintenance of productive and efficient processes. Due to their highly specialized industry experience, they will also act as the subject matter expert for all Implementation Program details and may be charged with providing leadership level support to a variety of internal and external business partners.


Responsibilities





Essential Duties and Responsibilities:



  • Take ownership of complex issues for further handling and driving to resolution using advanced expertise and program management methodologies

  • Design and propose programmatic enhancements with autonomy to make changes in any part of the customer onboarding life-cycle as it pertains to the entire product portfolio

  • Create and manage customer facing project plans for large and complex implementations

  • Lead and project manage large and complex customer implementations

  • Manage overall customer relationship and satisfaction during all phases of the implementation process

  • Develop implementation schedule, develop resource allocation plan, and plan and facilitate all deliverables 

  • Identify and bring in resources as required for quick response to client issues raised during the implementation phase

  • Document vital client communications

  • Interpret and apply corporate policies in the creation of implementation programming 

  • Create and bear accountability for the delivery of materials and training in support of Implementation team objectives

  • Exercise discretion and judgement in responding to time-sensitive or otherwise critical situations by introducing and executing short and long-term solutions

  • Participate in decisions pertaining to hiring and exiting staff members as well as regular coaching and mentorship of new and existing team members

  • Take ownership of special projects at the request of management

  • Embrace strategic initiatives and drive change management across the program from proposal to adoption

  • Collaborate with cross-functional teams including but not limited to product, sales, support, and customer success to identify and implement program solutions

  • Proactively communicate with program stakeholders anticipating needs and providing program status updates

  • Other duties as assigned





Qualifications





Minimum Requirements:



  • Bachelor’s Degree equivalent Business experience

  • Highly developed understanding of customer drivers and behaviors, especially as it relates to the consumption of software and software services

  • Ability to translate highly technical and complex projects into consumable tactical plans

  • Demonstrated ability to produce thorough and accurate materials to support implementation programming 

  • 3-5 years healthcare experience, highly desired

  • An understanding of and ability to execute upon program management core competencies

  • Working knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook, MS PowerPoint, MS Visio)

  • Proficiency on industry standard CRM tools (like Salesforce.com)

  • Excellent communications skills, oral and written, interpersonal skills

  • Demonstrates leadership skills and strong team-focus with the ability to interact effectively with all parts of the organization

  • Excellent verbal and written communication

  • Strong customer service acumen and commitment 

  • Strong organizational skills with close attention to detail

  • Ability to work efficiently in a fast–paced environment

  • Works well independently with limited supervision


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