Implementation Manager

The Implementation Manager at Onbe is responsible for managing client onboarding processes, which include leading implementation projects, coordinating with clients and internal stakeholders, and ensuring successful delivery. This role also involves providing subject matter expertise on our products and services, facilitating training sessions, and ensuring all client-facing documents are accurately provided upon delivery.

To qualify for the Implementation Manager role at Onbe, candidates typically need a bachelor's degree along with at least 5 years of experience in a client-facing onboarding position. Familiarity with project management principles and tools, such as Smartsheet or MS Project, is essential. Excellent communication skills and a proactive approach to problem-solving are also critical for success in this role.

At Onbe, the Implementation Manager plays a key role in ensuring client satisfaction by actively engaging with clients to understand their goals and pain points. This involves orchestrating prioritization sessions, adhering to communication protocols through timely status reports, and proactively resolving any potential roadblocks that could affect the successful implementation of services.

The Implementation Manager at Onbe can expect a hybrid work environment, working onsite at our Buffalo Grove location one day per week, with some flexibility to work from home. The position may also require occasional travel to meet clients. Onbe fosters a supportive culture that encourages collaboration and innovation among its employees.

Onbe offers a competitive salary range for the Implementation Manager position, along with a comprehensive benefits package that includes medical, dental, and vision coverage, unlimited PTO, a 401(k) matching program, generous parental leave, and opportunities to work from anywhere. The company is dedicated to creating an inclusive workplace where diversity thrives.

In answering this question, focus on specific methodologies you have used, such as Agile or Waterfall, and provide examples of how these methodologies have helped you successfully manage onboarding projects. Highlight any challenges you faced and how your approach led to positive outcomes.

Discuss your conflict resolution strategies, emphasizing proactive communication and collaboration. Provide an example of a challenging situation you encountered and detail how you navigated through it, showcasing your problem-solving and interpersonal skills.

Mention specific project management tools like Smartsheet or MS Project that you have used. Explain how these tools help you organize tasks, communicate with stakeholders, and track progress, thereby enhancing your efficiency as an Implementation Manager.

Explain your approach to stakeholder management, highlighting the importance of regular communication, setting clear timelines, and conducting check-in meetings. Illustrate with an example where you successfully aligned diverse stakeholder expectations during a project.

Detail the prep work you undertake, such as gathering client information, developing an agenda, and setting project objectives. Emphasize the importance of establishing a clear understanding of client needs to ensure a successful implementation from the start.

Share a specific case where you identified inefficiencies in a process and how you implemented changes that led to improved results. Discuss how you gathered feedback and the outcomes of your adjustments, making sure to connect your actions back to client satisfaction.

Discuss the pivotal role communication plays in your ability to lead projects, how you tailor your communication style to different stakeholders, and ensure messages are clear. Share a scenario where effective communication led to project success.

Explain the key performance indicators (KPIs) you use, like client satisfaction surveys or project completion timelines. Mention how you utilize feedback to continually improve your implementations and align them more closely with client objectives.

Highlight your techniques for fostering teamwork, such as regular check-ins, collaborative tools, and respecting diverse perspectives. Provide an example of how strong collaboration led to a successful project outcome.

Talk about your passion for client success and how seeing clients achieve their goals inspires you. Share how this motivation drives your commitment to effective implementations and continuous improvement within your team and processes.