Position Title: Client Implementation Manager

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals because we know that health requires care for the whole person. Its no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

As a Client Implementation Manager, you will lead the creation and management of client implementation plans, ensuring that milestones, tasks, timelines, and deliverables are clearly defined and communicated. You will proactively communicate with clients, resolving any issues that arise and ensuring smooth progress throughout the implementation process. Additionally, you will work closely with cross-functional teamsincluding Business Services, Clinical Operations, Finance, Human Resources, and Technologyto address process gaps and provide tailored solutions that meet client needs. Your success will be measured by delivering high-quality implementations that enhance the client experience and contribute to organizational success.

Skills Required:

Strong interpersonal skills with the ability to build relationships and influence stakeholders both internally and externally.
Ability to effectively communicate the Upward Health story, and speak confidently about the companys strengths and capabilities, in an external setting.
Excellent organizational skills with a proven ability to manage complex projects, deadlines, and deliverables in a fast-paced environment.
Exceptional written and verbal communication skills; able to effectively communicate with clients, team members, and stakeholders at all levels.
Strong critical thinking and problem-solving abilities to navigate challenges and find solutions.
Ability to work cross-functionally with different teams and stakeholders, ensuring alignment and a unified approach to client success.
Ability to tailor approach and communication style to meet the needs and preferences of different teams and stakeholders.
Deep understanding of client needs with a focus on delivering high-quality solutions and creating an outstanding customer experience.
Able to adjust strategies and approaches quickly in response to changes in client needs or business priorities.
Ability to use data interpretation and quantitative analysis to evaluate early performance and opportunities for improvement.
Identity and pursue additional opportunities for business growth within a particular client, including opportunities within client or government resources to fund implementation initiatives

Key Behaviors:

Client Focus:

Actively listens to clients, addresses their concerns, and adapts to their needs to create a positive experience.

Collaboration & Teamwork:

Works closely with both internal teams and external partners, ensuring alignment across functions and delivering on shared objectives.

Problem Solving & Decision Making:

Anticipates potential issues and proactively addresses challenges with creative and effective solutions.

Proactive Planning:

Anticipates client needs and prepares for key milestones ahead of time, ensuring a seamless implementation process.

Ownership & Accountability:

Takes responsibility for the client implementation process, ensuring that all deliverables are met and expectations are exceeded.

Attention to Detail:

Ensures high-quality, accurate work across all implementation deliverables, maintaining clear documentation and communication.

Competencies:

Client Implementation Expertise:

Deep knowledge of the client onboarding process and ability to lead successful implementations for multi-year contracts.

Cross-Functional Collaboration:

Ability to work effectively with internal teams such as Business Services, Clinical Operations, Finance, Human Resources, and Technology to drive successful implementations.

Time Management & Multitasking:

Demonstrated ability to handle multiple client implementations simultaneously while maintaining high levels of organization and focus.
Ability to rigorously prioritize different tasks and initiatives to ensure that the most critical ones are tackled first.

Project Management:

Experience managing complex projects with multiple stakeholders and tight deadlines.
Ability to use project management software to track project progress and deadlines, and use this to report on dependencies and missed deadlines.

Negotiation & Diplomacy:

Skilled at influencing and negotiating with internal and external stakeholders to ensure client needs are met and projects stay on track.

Customer Relationship Management:

Ability to build and sustain strong relationships with clients, ensuring ongoing satisfaction and success throughout the implementation process.

Data-Driven Decision Making:

Utilizes data and analytics to drive decision-making, ensuring that client implementations stay on track and meet goals.
Utilizes data and analytics to track opportunities and challenges with early performance after initial launch of services.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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Client Implementation Manager