Implementation Manager

Implementation Manager

The Implementation Manager is responsible for leading new product launches and supporting new client implementations. This role serves as the primary point of contact and subject-matter expert throughout the new product launch management for client, implementation lifecycle, coordinating cross-functional teams, managing timelines and risks, maintaining required documentation, and communicating progress to internal and external stakeholders. Occasional work outside standard business hours may be required to support critical new product introduction and implementation of milestones, or issue resolution.

CRITICAL RESPONSIBILITIES:

• Deliver successful client product launches resulting in streamlined processes and faster revenue recognition (for the client and EVERSANA).
• Set up products in applicable business systems.
• Excellent project management skills with strong communication skills.
• Manage new client implementations and departures as requested.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Implementation & Project Management
  • Develop and maintain new product launch timelines, milestones, dependencies, and status reports in support of the Client Success Team.
  • Manage multiple concurrent product launches with competing priorities and deadlines.
  • Provide superior support internally and externally and manage client expectations related to new product set up and coordination of new product launches.
  • Identify, document, escalate, and resolve project risks, issues, and scope changes.
  • Meet with internal and external customers as needed to resolve issues or questions in a timely manner to ensure launches stay on target.
  • Monitor launch performance and coordinate corrective actions up to the launch day of a product.
  • Lead new client implementations, departures and new service offerings (as needed).
  • Provide temporary, defined client coverage during planned absences or vacancies, including issues of coordination and continuity of critical communications.
• Operational Readiness & Documentation
  • Work effectively in all applicable systems and standardized systems/processes to set up products.
  • Complete all necessary project management documentation, work plans and communications.
  • Maintain accurate records in approved project management, reporting, and document-management systems.
  • Complete requests/tasks as assigned by department team members.
  • Resolve client inquiries/requests/issues in a timely fashion that are part of launches, implementations and/or departures.
• Cross-functional Influence
  • Champion cross-enterprise collaboration and communication resulting in more efficient and effective delivery.
  • Manage with a sense of urgency and availability as the client advocate for new product launches.
  • Maintain a high-level adherence to department and company processes resulting in high-quality client experience and satisfaction.
  • Assist in client account management for a limited number of current clients
  • Lead cross-functional teams as required and facilitate team meetings.
  • Demonstrate a passion and desire for excellence within the position, department, and company.

TRAVEL:

• Expected to travel 10% of the time (EVERSANA facilities and/or client sites).

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

MINIMUM qualifications:

The requirements listed below are representative of the experience, education, knowledge, skill, and/or abilities required.

• Proficiency with Microsoft Excel, Word, PowerPoint, Outlook, Teams, and project-tracking tools. The ability to learn and become proficient in company software packages.
• An undergraduate degree in business administration, Project Management, Supply Chain, Healthcare Administration, education, or related field is preferred. Two or more years of customer service, account management, implementation, or project coordination experience are preferred.
• Strong written, verbal and interpersonal communication skills are critical to this position.
• Must be a good listener and able to respond to clients in a professional manner.
• The ability to work independently as well as working with management on key client issues.
• Excellent organizational skills and project management skills with the ability to: perform detail-oriented work accurately, handle several assignments simultaneously, maintain confidential information, and produce reports in a timely manner.
• Strong interpersonal skills; fair, approachable, energetic, client-focused, and able to foster a positive work environment.

Preferred qualifications:

• Previous Project Management experience is strongly preferred.
• Experience in pharmaceutical commercialization, healthcare distribution, third-party logistics, or another regulated environment.

PHYSICAL AND MENTAL DEMANDS:

• Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• The position deals extensively with unplanned events and problems requiring effective reasoning and problem-solving skills.
• The position requires a computer at least 90% of the time; primarily using basic software such as Microsoft Office and various internal business applications and reporting systems.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Working ENVIRONMENT:

• The position spends at least 90% of the time in an office, and some time will be required in the distribution center (on the floor).

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient's best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.