Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Client Implementation Manager image - Rise Careers
Job details

Client Implementation Manager

Company Description

Press Ganey, the leading Human Experience (HX) healthcare performance improvement company, offers an integrated suite of solutions that address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care. Press Ganey is a PG Forsta company.

Job Description

The Implementation Manager will serve as the primary point of contact for clients and will coordinate all activities throughout the client’s onboarding experience. Following a post-sales handoff, the Implementation Manager will own the implementation process through the go-live phase and handoff to the Delivery Teams. Implementation Manager’s serve an important role for setting clients up for success by partnering with key stakeholders to facilitate full alignment on project expectations including product needs, timelines, and implementation strategy.  The 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.

Implementations are highly custom and involve large data sets, which require the Implementation Manager to act as a liaison between the various teams, both internal as well as external. The right candidate for this role will embody entrepreneurial thinking, take an analytical and strategic approach to each client engagement and the role itself, and will be a master of using good judgment and thinking on their feet. The Implementation Manager should 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. 

Duties and Responsibilities:

  • Provides day to day oversight of the client implementation including understanding the clients’ goals and use cases, recommend and guide product configuration, help set expectations, and establish priorities.
  • Forms strong relationships with clients by serving as the primary point of contact for implementation, understanding and communicating client feedback internally.
  • Partners with Delivery Team to ensure completion of product configuration, manage timeline for deliverables and 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 appropriate PGForsta experts and creates seamless handoff to other departments and post implementation support.
  • Identify and 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 connects client with training and education opportunities.

To work #bettertogether, we operate with a hybrid working model. For those near a hub location, we gather in our office locations three days a week (Tuesday, Wednesday, Thursday). For the remaining days, we work from home.

Qualifications

  • Minimum 5 years’ of relevant experience in a client-facing project management, consulting, or operations role; ideally in a healthcare related field.
  • Excellent interpersonal, communications, listening, and presentation skills.
  • Solid working knowledge of improvement methodology, best practices, and data analytics
  • Proven track record of successfully delivering complex projects and attaining high 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.
  • Ability to travel up to 5% to provide client support both virtually and onsite, via webinar/group meeting or individual consultation

Education  

  • Bachelor’s degree and 5 years minimum of prior relevant experience in a client-facing project management, consulting, or operations role; ideally in a healthcare related field.

Additional Information

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position. 

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 contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $80,000 to $105,000. 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 considered. In 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: https://www.pressganey.com/legal-privacy/ 

 

#LI-Remote

Average salary estimate

$92500 / YEARLY (est.)
min
max
$80000K
$105000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Client Implementation Manager, Press Ganey

Join Press Ganey as a Client Implementation Manager and take the lead in ensuring a seamless onboarding experience for our clients in the healthcare sector. Based in Chicago, IL, you will be the friendly and knowledgeable point of contact, empowering our valued clients through their implementation journey. Your role will kick off after the sales handoff, guiding the implementation process through to go-live while managing expectations and fostering strong relationships with clients. At Press Ganey, we believe in the importance of clear communication, so you'll be keeping everyone on track and accountable throughout the process. This is more than just a project management position; it’s about instilling confidence in our clients by understanding their unique needs and aligning them with the right solutions. You’ll collaborate closely with various internal teams and utilize your analytical skills to address any challenges that arise. Our ideal candidate will possess a solid understanding of hospital operations and thrive in a fast-paced, dynamic environment. If you have a knack for blending strategic thinking with a genuine passion for customer success, Press Ganey is eager to meet you!

Frequently Asked Questions (FAQs) for Client Implementation Manager Role at Press Ganey
What responsibilities does the Client Implementation Manager at Press Ganey have?

The Client Implementation Manager at Press Ganey is primarily responsible for overseeing the onboarding process for clients in the healthcare industry. This includes understanding client objectives, recommending product configurations, managing timelines, and ensuring seamless communication between the client and internal teams. By forming strong relationships, the Implementation Manager sets expectations and monitors progress to foster client trust and satisfaction.

Join Rise to see the full answer
What qualifications are needed for the Client Implementation Manager role at Press Ganey?

To qualify for the Client Implementation Manager position at Press Ganey, candidates should have a minimum of 5 years of relevant experience in a client-facing project management, consulting, or operations role, ideally within healthcare. Strong interpersonal and communication skills, a solid understanding of improvement methodologies, and the ability to manage complex projects are essential for success in this role.

Join Rise to see the full answer
How does one ensure client satisfaction as a Client Implementation Manager at Press Ganey?

Ensuring client satisfaction as a Client Implementation Manager at Press Ganey involves actively listening to client needs, maintaining clear communication, and managing their expectations throughout the implementation process. By building strong relationships and quickly addressing any challenges or risks, the Implementation Manager promotes a positive experience that aligns with the client’s objectives.

Join Rise to see the full answer
What is the expected salary range for a Client Implementation Manager at Press Ganey?

The expected base salary for a Client Implementation Manager at Press Ganey ranges from $80,000 to $105,000, depending on factors such as skills, experience, and education. In addition to the competitive base salary, candidates may also be eligible for a discretionary bonus tied to performance results, making this an attractive opportunity for potential applicants.

Join Rise to see the full answer
What work environment can a Client Implementation Manager at Press Ganey expect?

At Press Ganey, the work environment for a Client Implementation Manager operates on a hybrid model, where employees gather in office locations three days a week, fostering collaboration, and then work from home on the remaining days. This flexible approach supports both individual productivity and teamwork within the organization.

Join Rise to see the full answer
Common Interview Questions for Client Implementation Manager
Can you describe your experience in managing client implementations?

When answering this question, focus on specific projects where you successfully guided clients through the implementation process. Highlight your role in understanding client needs, managing timelines, and coordinating between departments. Be sure to mention the positive outcomes of your efforts, such as increased client satisfaction or successful project delivery.

Join Rise to see the full answer
How do you handle competing priorities from different clients?

Discuss your approach to prioritization when faced with competing client needs. You might explain methods such as assessing urgency, consulting with stakeholders, and being transparent with clients about timelines and limitations. This shows your ability to juggle multiple responsibilities while maintaining high client satisfaction.

Join Rise to see the full answer
What strategies do you utilize to communicate effectively with clients during the onboarding process?

Explain your preferred communication strategies, such as regular status updates, proactive problem-solving, and establishing clear points of contact. Emphasizing the importance of transparency and asking for client feedback can demonstrate your commitment to fostering a strong relationship throughout the onboarding journey.

Join Rise to see the full answer
How do you ensure that your projects align with the client's objectives?

Discuss your methodologies for aligning project objectives with client goals, such as conducting thorough needs assessments during initial meetings and setting clear milestones. Provide an example where your strategies led to project success, reinforcing your commitment to client satisfaction.

Join Rise to see the full answer
What experience do you have in the healthcare sector?

Highlight your relevant experiences in the healthcare sector, discussing any roles that involved working with hospitals or health systems. Share specific examples of how your understanding of healthcare operations informed your approach to project management and implementation.

Join Rise to see the full answer
Can you provide an example of a challenging implementation you managed?

When answering, describe a specific situation, the challenges faced, and the steps you took to overcome them. Focus on how you used your analytical and strategic skills to navigate difficulties while keeping the client informed and satisfied.

Join Rise to see the full answer
How do you gather and utilize client feedback during the implementation process?

Discuss your approach to soliciting and using client feedback, whether through formal surveys, informal check-ins, or meetings. Explain how you ensure that feedback is communicated to internal teams for continuous improvement in the implementation process.

Join Rise to see the full answer
What role does data analytics play in your project management process?

Explain how data analytics informs your decision-making in project management, such as identifying trends, tracking progress, and making data-driven adjustments to project plans. Provide a tangible example where your analytical skills led to improved outcomes.

Join Rise to see the full answer
How would you build rapport with a new client?

Share techniques like active listening and personalized communication to foster strong relationships. Discuss the importance of understanding the client's business needs and how showing genuine interest can help establish trust right from the start.

Join Rise to see the full answer
How do you stay organized while managing multiple client implementations?

Describe the organizational tools and techniques you employ, such as project management software, checklists, and regular review sessions. Effective organization helps you address client needs proactively and maintain project timelines.

Join Rise to see the full answer

Our mission is to reduce patient suffering by supporting the delivery of safe, high-quality, patient-centered care.

84 jobs
MATCH
Calculating your matching score...
FUNDING
DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
December 7, 2024

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!