As Senior Manager, Client Implementation, you'll guide a portfolio of employer clients from pre-contract discussions through go-live. You'll partner with Sales before a deal is signed, then become the main implementation contact, coordinating the launch and keeping client stakeholders clear on what needs to happen next.
The remit is hands-on programme ownership, supported by Client Success, Marketing, Product, Engineering and financial planning colleagues. You'll also improve the playbooks and workflows behind implementation, so the process works for both clients and the people delivering it. This is a US-based remote role, with occasional in-person participation in client engagement activities.
The Role
- Guide US and international clients through implementation, defining launch plans, milestones and responsibilities.
- Coordinate kickoff meetings, SSO setup, eligibility files and platform configuration with clients and technical teams.
- Manage several launches at different stages, keeping tasks, dependencies and progress visible to everyone involved.
- Build trusted relationships with HR and Benefits leaders and help them resolve outstanding actions.
- Partner with Marketing and client stakeholders on launch communications, campaigns and webinars that encourage employee participation.
- Work alongside the ongoing Client Success Manager to provide a well-informed handover after launch.
- Refine implementation tools and playbooks, using AI to accelerate work while reviewing and tailoring the output.
- At least seven years of hands-on implementation experience and genuine experience in the employee benefits industry.
- A track record of managing global client relationships, with sensitivity to different markets and working cultures.
- Strong project-management skills and evidence of keeping multiple complex client launches on track.
- The ability to build credibility with stakeholders at different levels and communicate clearly in written and spoken English.
- Fluency in Excel or Google Sheets, attention to detail and the ability to explain what the data means.
- A practical approach to AI tools, combining their speed with careful review and client-specific judgement.
Leading global implementations and building processes in a startup or high-growth business would be particularly useful.
This could suit a benefits implementation leader or senior client delivery professional who enjoys owning the launch itself, not just maintaining a project checklist.
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