Implementation Manager, Benefits

WEX, Inc.; United States; On-site; USD 68,000 - 89,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement savings plan

Paid time off

Health savings account

Flexible spending accounts

Life insurance

Disability insurance

Tuition reimbursement

Job summary

WEX, Inc. is seeking an Implementation Manager, Benefits to oversee strategic development and execution of program implementations for its largest enterprise clients across lines of business.

You will coordinate cross-functional teams, manage risk, and provide comprehensive reporting to ensure successful onboarding and delivery of complex benefits solutions. Ideal candidates bring advanced project coordination, exceptional client relationship skills, and deep product knowledge, with a proven

Qualifications

• Bachelor's degree preferred
• 4-5 years relevant industry experience or equivalent
• Advanced proficiency in Google Suite and Microsoft Office applications
• Experience with OnBase (preferred)
• Demonstrated ability to navigate and utilize multiple technological platforms
• Extensive experience in client-facing roles with strong communication skills
• Proven expertise in escalation management and client satisfaction

Responsibilities

• Lead strategic implementation execution for Mid-Market and Executive clients
• Design customized onboarding experiences for key clients
• Coordinate cross-functional teams to meet milestones
• Provide strategic communication and detailed recaps to stakeholders
• Analyze scope changes and risks relative to milestones
• Maintain clarity of objectives and roles across onboarding
• Monitor deliverables and adjust project plans as needed
• Demonstrate deep product knowledge and SME in core lines of business
• Autonomously manage a portfolio of high-value clients
• Handle client de-escalations and devise mutually beneficial solutions
• Lead onsite implementations when applicable
• Support Sales with strategic guidance and senior presentations
• Travel onsite for client engagements as needed
• Monitor revenue impacts within systems and report changes

Skills

Client relations

Project coordination

Strategic thinking

Cross-functional collab

Onsite implementation

Education

Bachelor's degree

Tools

Google Suite

Microsoft Office

OnBase

Job description

About the Team/Role

The Implementation Manager, Benefits is responsible for overseeing the strategic development and execution of program implementations for WEX's largest and most complex enterprise clients across various lines of business.

Successful candidates will have advanced expertise in project coordination, exceptional client relationship management skills, and deep subject matter knowledge within their core business areas. This role focuses on facilitating, organizing, and providing comprehensive reporting on all implementation-related tasks to ensure the smooth onboarding of WEX's most significant clients.

How you'll make an impact

• Strategic Implementation Execution:
  • Craft and execute comprehensive implementation strategies, including project plans and workstream methodologies, tailored for Mid-Market and Executive client service levels.
  • Design and deliver customized onboarding experiences for each key client, encompassing innovative "off-playbook" solutions developed and coordinated with internal stakeholders.
  • Demonstrated expertise in project management coordination across internal departments, ensuring strict alignment with project deliverables and milestones.
  • Provide strategic and comprehensive communication, including detailed discussion recaps, to all project stakeholders, both internal and external, leveraging advanced written and oral communication skills.
  • Conduct in-depth analysis and documentation of scope modifications and associated risks relative to project milestones.
  • Ensure that all relevant stakeholders are fully informed, possess clarity on objectives, and comprehend their respective roles in the client onboarding process.
  • Continuously monitor implementation deliverables, proactively maintaining and/or adjusting the project plan as circumstances necessitate.
  • Demonstrate advanced product knowledge and subject matter expertise within core lines of business, with opportunities for cross-training in alternate lines of business as available.
  • Consistently achieve implementation deliverables through expert skill and collaborative leadership.
  • Conduct meticulous reviews of all implementation documentation to ensure accuracy and completeness of plan configurations.
  • Autonomously manage and prioritize a dedicated portfolio of high-value clients critical to the business.
  • Consistently demonstrate expert client de-escalation skills and implement creative solutions to achieve mutually beneficial outcomes.
• Strategic Client Partnership & Relationship Management:
  • Complete comprehensive formal training on the respective line of business, ensuring advanced knowledge.
  • Deliver strategic education to all parties involved on product design, bespoke requirements, and operational nuances of the accounts.
  • Conduct thorough evaluations of employer needs and satisfaction with product offerings and services.
  • Serve as a strategic client advocate, championing necessary changes in processes or systems through internal channels.
  • Expertly resolve any issues arising during the implementation period, communicating these issues and their resolutions to Sales and/or the consultant/broker.
  • Maintain responsive client communication, addressing all requests made by the employer and/or consultant within the communicated turnaround time.
  • Provide strategic assistance to consultants/brokers and employers in coordinating their open enrollment meetings.
  • Deliver authoritative counsel on compliance and regulatory knowledge of the product offerings.
  • Execute all aspects of the role while adhering to the "hungry, humble, and smart" principles outlined in the Onboarding Department Principles Document.
  • Demonstrate a proven ability to successfully lead onsite implementations, when applicable.
• Cross-Functional Optimization & Collaborative Innovation:
  • Develop and implement client-specific customized processes to enhance the onboarding experience for clients.
  • Collaborate strategically with Partner Solution Managers to optimize partner processes and services.
  • Provide strategic support to the sales team throughout the sales process, including assisting with and presenting within sales finalist presentations contributing to revenue generation.
  • Experience traveling onsite for in person sales finalist support.
  • Conduct rigorous monitoring of revenue within systems to report any changes in financial impact to both the customer and WEX.
  • Collaborate with Implementation Project Managers on implementation activities when applicable.
  • Partner with internal teams to identify and implement innovative solutions for client requests, reimagining the onboarding experience.
  • Embrace opportunities to integrate AI tools and automation technologies into daily operational processes to improve speed, efficiency and accuracy
• General Responsibilities:
  • Execute all other duties as assigned.
  • Maintain strict adherence to HIPAA privacy regulations, safeguarding sensitive client information.

Experience you'll bring

• • Bachelor's degree (preferred)
  • 4 - 5 years of relevant industry experience or equivalent
  • Advanced proficiency in Google Suite and Microsoft Office applications.
  • Experience with OnBase (preferred)
  • Demonstrated ability to navigate and utilize multiple technological platforms.
  • Extensive experience in client-facing roles, demonstrating exceptional communication and interpersonal skills.
  • Proven expertise in escalation management and a commitment to achieving superior client satisfaction.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $68,000.00 - $88,700.00