Implementation Manager, COBRA

WEX - Portland, ME

Full-time - Mid Level

Portland, ME

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Implementation Manager at WEX Inc. is responsible for the successful setup and management of program plans for large and complex clients. This role requires expertise in project management and customer service, serving as the implementation leader to facilitate and coordinate all tasks related to client onboarding. The Implementation Manager tailors the onboarding experience to meet the unique needs of each client while ensuring effective communication and collaboration across internal departments.

Responsibilities

• Lead the implementation process for employers and consultants/brokers.
• Design and implement project plans and methodologies for client onboarding.
• Tailor onboarding experiences for key clients, including creative solutions.
• Manage implementation coordination across internal departments.
• Provide regular communication and discussion recaps to stakeholders.
• Analyze and document changes in project scope and associated risks.
• Ensure stakeholders are informed and clear on objectives for onboarding.
• Monitor implementation deliverables and adjust project plans as needed.
• Demonstrate strong product knowledge and subject matter expertise.
• Review implementation documentation for accuracy and completeness.
• Manage and prioritize workload for assigned clients.
• Demonstrate client de-escalation skills and find win-win solutions.
• Build and maintain positive relationships with consultants, brokers, and employers.
• Educate parties on product design and operations of accounts.
• Evaluate employer needs and satisfaction with product offerings.
• Serve as the voice of the customer for process changes.
• Resolve issues during the implementation period and communicate solutions.
• Assist in coordinating open enrollment meetings for clients.
• Provide compliance and regulatory knowledge of product offerings.
• Lead onsite implementations when applicable.
• Create and implement client-specific processes to improve onboarding.
• Coordinate with Partner Solution Manager for partner processes.
• Support the sales team during the sales process and presentations.
• Monitor revenue changes in systems and report accordingly.
• Collaborate with internal teams for creative client solutions.

Requirements

• Strong project management skills
• Account management skills
• Critical thinking skills
• Attention to detail
• Strong communication skills

Benefits

• Competitive salary
• Commission eligibility for sales positions
• Comprehensive health insurance
• 401(k) retirement plan
• Paid time off and holidays
• Professional development opportunities