Client Implementation Manager

Company Description

Press Ganey is the leading experience measurement data analytics and insights provider for complex industriesa status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology data and expertise to enable them to pinpoint and prioritize opportunities accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies our success is a function of our people and our culture. Our employees have world-class talent a collaborative work ethic and a passion for the work that have earned us trusted advisor status among the worlds most recognized brands. As a member of the team you will help us create value for our clients you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology we turn data into insights that drive innovation and action.

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship:Our clients are our partners. We make their goals our own working side by side to turn challenges into solutions.

• Success starts with me:Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.

• Commit to learning:Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.

• Dare to innovate:We challenge the status quo with creativity and innovation as our true north.

• Better together:We check our egos at the door. We work together so we win together.

Press Ganey is committed to providing reasonable accommodations to qualified individuals with disabilities or disabled veterans in the hiring process. If you need assistance or an accommodation to apply for a position online or for your interviews or assessments please contact us at Please provide your contact information and the details of your request so we can best assist you.

TheClientImplementation Manager will serve as the primary point of contact for clients and will coordinate all activities throughout the clients onboarding experience. Following a post-sales handoff the ImplementationManagerwill own the implementation process throughthe go-livephase and handoff to theDeliveryTeams. ImplementationManagersservean important rolefor setting clients up for success by partnering with key stakeholders tofacilitatefull alignment on project expectations including product needs timelines and implementation high-level goal of the role is to instill client confidence and trust from day one through clear communication of product needs and timelines and by keeping all parties (internal and external) accountable to deadlines to ensure a successful implementation.

Implementationsare highlycustomand involve large data sets which require theClientImplementationManagerto act as a liaison between the various teams both internalas well asexternal. The right candidate for this role will embody entrepreneurial thinking take an analytical and strategic approach to eachclientengagement and the role itself and will be a master of using good judgment and thinking on their feel confident and comfortable explaining and conceptualizing how our various solutions work with a variety of unique client business needs. The role also requires an expert level of understanding in how hospitals and health systems function the roles and motivations of different parties within such clients and will learn how to navigate these complex organizations to ensure maximum alignment and client satisfaction.

This is a Hybrid role in any of the following locations: Chicago South Bend or Provo UT

Duties and Responsibilities

• Provides day to day oversight of the clientimplementation including understanding the clients goals and use casesrecommend andguideproduct configurationhelpset expectations andestablishpriorities.

• Forms strong relationships with clients by serving as the primary point of contact for implementationunderstandingand communicating client feedback internally.

• Partners with Delivery Team to ensure completion of product configurationmanage timeline for deliverablesand to setup clients for success.

• Collaborate between multiple departments and teams to reconcile competing priorities to maximize overall client satisfaction and project success.

• Brings in appropriatePGForstaexperts and creates seamlesshandoffto other departmentsand post implementation support.

• Identifyand escalate challenges and risks associated with implementation and client satisfaction to supervisor and other senior team members before problems become critical.

• Provides product overview and connectsclientwith training and education opportunities.

Qualifications

• Minimum 5yearsof relevant experience in a client-facing project management consulting or operations role; ideally in a healthcare related field.

• Excellent interpersonalcommunications listening and presentation skills.

• Solid working knowledge of improvementmethodology best practices and data analytics

• Proventrack recordof successfully delivering complex projects andattaininghigh client satisfaction.

• Ability to work in a fast-paced environment while prioritizing competing client needs.

• Obsession with customer experience including follow-up and problem resolution.

Education

Bachelors degree and5years minimum ofprior relevant experiencein a client-facing project management consulting or operations role; ideally in a healthcare related field.

Dont meet every single requirementStudies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse inclusive and authentic workplace so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity veteran status and basis of disability or any other federal state or local protected class.

Pay Transparency Non-Discrimination Notice Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information.

The expected base salary for this position ranges from $70000to $85000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills training experience education and where applicable licensure or certifications obtained. Market and organizational factors are also addition to base salary and a competitive benefits package successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: Experience:

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