Implementation Manager, Benefits
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Job Description
Implementation Manager overseeing complex benefits onboarding for WEX enterprise clients. Coordinating cross-functional delivery, client relationships, compliance, and customized implementation strategies.
Responsibilities:
- Oversee strategic development and execution of program implementations for WEX's largest and most complex enterprise clients
- Craft and execute comprehensive implementation strategies, project plans, and workstream methodologies
- Design and deliver customized onboarding experiences and off-playbook solutions
- Coordinate project management across internal departments and align deliverables and milestones
- Provide strategic communications and detailed discussion recaps to internal and external stakeholders
- Analyze and document scope modifications, risks, and impacts on project milestones
- Monitor implementation deliverables and adjust project plans as needed
- Review implementation documentation for accuracy and completeness of plan configurations
- Manage and prioritize a portfolio of high-value clients
- De-escalate client issues and implement creative, mutually beneficial solutions
- Complete formal training and provide strategic education on product design, requirements, and operational nuances
- Evaluate employer needs and satisfaction with products and services
- Advocate internally for process and system changes
- Resolve implementation issues and communicate resolutions to Sales and consultants/brokers
- Maintain responsive client communications and meet communicated turnaround times
- Support consultants/brokers and employers with open enrollment meetings
- Provide counsel on product compliance and regulatory matters
- Lead onsite implementations when applicable
- Develop client-specific processes to enhance onboarding
- Collaborate with Partner Solution Managers and Implementation Project Managers
- Support sales processes, including sales finalist presentations
- Monitor revenue and report financial-impact changes to customers and WEX
- Identify and implement innovative solutions for client requests
- Integrate AI tools and automation into operational processes
- Maintain HIPAA privacy compliance and perform other assigned duties
Requirements:
- 4–5 years of relevant industry experience or equivalent
- Advanced proficiency in Google Suite and Microsoft Office applications
- Experience with OnBase (preferred)
- Ability to navigate and utilize multiple technological platforms
- Extensive experience in client-facing roles
- Exceptional communication and interpersonal skills
- Expertise in escalation management
- Commitment to achieving superior client satisfaction
- Bachelor's degree (preferred)
- Ability to adhere to HIPAA privacy regulations
- Ability to successfully lead onsite implementations, when applicable
- Experience traveling onsite for in-person sales finalist support
Benefits:
- Health, dental, and vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
- Quarterly or annual bonus eligibility for non-sales roles, based on the applicable plan
- Commission eligibility for most sales positions, under the terms of an applicable plan
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