Manager, Implementations

The Manager, Implementations is responsible for managing a team of implementation professionals and providing leadership, coaching, and direction to ensure high-quality delivery across all client projects. Additionally, they will lead and coordinate client implementations of new CAQH solutions, beginning when deals are sold and concluding when the client is live on the solution and realizing expected value. This individual must be able to independently manage the entire client implementation process using project management and organizational skills to effectively move each client through the process; a successful implementation is imperative for CAQH to initiate revenue realization for our solutions. The individual must coordinate with all the functional areas at CAQH to ensure a seamless, positive, and professional experience for clients. This position interacts with and is an integral part of a team of professionals dedicated to the achievement of client satisfaction, revenue realization, and long-term growth in line with CAQH goals.

The Manager, Implementations is a full-time, remote, exempt position and reports to the Director, Implementations.

Base Salary Range: $100,000 - $115,000 annually.

Specific Responsibilities:

• Client Training & Solution Delivery: Lead pivotal, high value clients through the implementation process by conducting training sessions using presentations and solution demonstrations; troubleshooting issues; and providing ongoing guidance, support, and answers to client questions to ensure successful adoption of all CAQH solutions.
• Subject Matter Expertise: Collaborate with the product team to assess, prioritize, and communicate the impact of product enhancements, bugs, and feature requests, ensuring alignment with overall business goals and customer needs.
• Client Engagement: Act as the primary point of contact for clients during the implementation process, ensuring clear communication, managing expectations, and resolving any issues that arise.
• Requirements Analysis: Work closely with clients to understand their specific needs, gather requirements, and customize implementation plans accordingly.
• Data Transformation & Validation: Support and guide data transformation activities during implementations by leveraging Excel to manipulate, validate, and standardize group roster data, troubleshooting data quality issues and ensuring alignment with solution requirements.
• Team Development: Recruit, train, and develop Implementation team members, providing coaching, mentoring, and performance feedback to foster professional growth.
• Quality Assurance: Establish and maintain quality standards for implementation processes, ensuring deliverables meet or exceed client expectations.
• Continuous Improvement: Drive continuous improvement initiatives to enhance implementation methodologies, streamline processes, and optimize efficiency.
• Documentation: Ensure comprehensive documentation of implementation processes, configurations, and client-specific requirements for future reference and knowledge sharing.
• Stakeholder Management: Build and maintain strong relationships with internal stakeholders, including sales, product development, and customer support teams, to ensure alignment and collaboration throughout the implementation lifecycle.
• Risk Management: Identify and mitigate risks associated with implementation projects, proactively addressing issues and escalating as needed to ensure successful outcomes.
• Performance Tracking: Establish key performance indicators (KPIs) and metrics to track implementation performance and drive continuous improvement efforts.
• Compliance: Ensure compliance with relevant industry regulations, standards, and best practices throughout the implementation process.
• Resource Management: Monitor resource utilization for capacity planning, scheduling, and allocation.
• Performs other duties as assigned or as needed.

Supervisory Responsibilities:

Recruit, train, and manage 3 or more implementation team members, providing coaching, mentoring, and performance feedback to foster professional growth.

Skills:

• Excellent organizational, prioritization, and time management skills.
• Exceptional interpersonal and telephone communication skills with the ability to effectively move the client through the implementation process.
• Ability to synthesize client needs and present CAQH Solutions in a responsive manner.
• Ability to analyze, transform, and validate complex data sets using Excel.
• Ability to handle multiple tasks seamlessly without reduction in quality.
• Ability to experience negative results while retaining and sustaining focus, professionalism, and enthusiasm for work and CAQH products over an extended period.
• Internal and external stakeholder collaboration at all levels
• Ability to work independently and Strong attention to detail
• Fully proficient with current CRM software as well as Microsoft Office, Word, Excel and PowerPoint.

Experience:

• 5+ years of experience leading complex technology implementation projects with external clients.
• 5+ years of client management experience with a track record of client satisfaction, retention, and relationship building.
• 5+ years of project management experience, ideally within a SaaS, healthcare, or technology and data driven environment.
• Experience supporting software developers and technical teams in client organizations as they adopt new solutions.
• Experience managing and developing a team, including performance coaching, workload oversight, and supporting professional growth.
• Experience working with healthcare provider groups, credentialing processes, and delegated relationships, including an understanding of provider data, roster management, and payer/provider workflows.

Education:

• B.A./B.S. degree in Business, Healthcare, Marketing, Technology, or related field required.
• PMP preferred, but not required.