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Implementation Manager in Jacksonville, FL at One Call

Date: 1/11/2019

Job Snapshot

Job Description

Implementation Manager

The Implementation Manager is a central role that interfaces with customers to handle a variety of pre and post-implementation functions. The position is an important link to ensure customer requirements are handled and met in an efficient and professional manner. 



Excellent organizational skills are required, as an important part of the job will be developing timelines, coordinating tasks, and staying aware of all aspects of assigned projects. Communication skills need to be at a high level, as the role involves communicating with customers and OCCM team members on a regular basis. Troubleshooting and problem resolution are required skills. The manager is responsible for monitoring program metrics to detect potential issues and recommend solutions, especially when issues threaten to negatively impact client expectations. Interpersonal skills are critical. The ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and vendors, is fundamental to this role. The type of person that would embrace this position is friendly, professional, and secure in an ever-changing work environment that is typical in a customer service setting. Other attributes that the ideal candidate will encompass:

• A good understanding of OCCM’s diagnostic business
• Positive attitude to please customers
• Able to clearly articulate messages to a variety of audiences 
• Able to establish and maintain strong relationships
• Time management in fast paced environment
• Organizational skills to maximize productivity
• Adapts to customer situation and different personalities
• Work is accurate and with eye for detail 
• Always seeks to improve our customers experience
• Works independently but collaborates effectively
• Ability to solve complex issues that are in the best interest of the customer and the company
• Positively manage stress and foster mutual respect 


Leads the Effective Onboarding (Implementation) effort for Customers:

(Inclusive of, but not limited to)

  1. More complex and multi-faceted customer set-up that requires use of a project plan, coordination and collaboration with the sales team and the customer.
    1. Add on products / services for Existing Customers
    2. Reimplementation of Existing Customers
    3. Initial set-up for New-New customers
  2. A, B, C above will also include discussions around Polaris Self-Service and Relay Ride
  3. Work Comp and Fed Gov. Markets
    1. Responsible for 90 days – 120 days post-implementation success monitoring
  4. Physician Services set-up when the practice / facility requires a more complex and multi-faceted approach that requires use of a project plan, coordination and collaboration with the sales team and the practice / facility.
  5. Relay Ride Effort
    1. Conducts Demo
    2. Defines next steps with timelines for the customer / physician practice or facility
    3. Leads Implementation effort internally through to successful go-live
  6. Polaris Self-Service effort
    1. Conducts Demo (for the hook)
    2. Leads Vetting call (pre-demo) with One Call sales resources
    3. Leads Customer Planning call (post-demo and prior to go-live)
    4. Required to be on-site for go-live date for customers at a pre-determined size
      1. All other sized accounts will be rolled out by Field Sales team members; under the leadership of the assigned Imp Lead
    5. Responsible for driving and monitoring self-service utilization for assigned accounts


• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear
• For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear
• The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height)
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
• The work environment utilizes florescent lighting; noise level is moderate
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
• Please be advised the job description is subject to change at any time


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