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.
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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.
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.
Don’t meet every single requirement? Studies 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 you’re excited about this role but your past experience doesn’t 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 contractor's legal duty to furnish information.
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