As an Implementation Engagement Manager you'll support the Engagement Directors, responsible for implementation project governance, customer relationship management, and supporting sales growth in one or more of three market segments – strategic & enterprise, mid-market, or public sector. Additionally, you may be asked to support on key internal transformation programmes.
In this highly customer facing role, you'll support the implementation project teams and the commercial / sales teams on an engagement-by-engagement basis to achieve the outcomes committed to the customer. You'll need to be extremely credible with customers, have a strong growth and governance track record, and be able to energise and motivate a team who have come together for the specific engagement.
Under the overall governance of the Engagement Directors, you'll own the project P&L, customer satisfaction, and achievement of customer benefits and Zellis implementation quality measures. You must be able to manage customer dissatisfaction swiftly and effectively without creating unnecessary commercial exposure for Zellis. You'll also be expected to build close working relationships with the Engagement Directors, as well as Commercial, Technology and Managed Service teams.
You'll bring gravitas, as well as a pragmatic and transformational approach to engaging internal stakeholders, acting as the voice of the customer internally (in a delivery context) with a ‘can do’ attitude to ensure we exceed customer expectations.
Key responsibilities include:
- Market-facing involvement with key clients; specifically to participate in selling and closing major engagement bids and initiatives in with a focus on onboarding new customers to Zellis.
- Identifying and pulling together the right project team with the right mix of skills for each engagement, and on occasion project managing without the need for a designating Project Manager.
- Pricing for each project, ensuring we are competitive and do not act as a barrier to switch.
- Managing the P&L on a job-by-job basis.
- Bringing accountability for customer satisfaction, customer benefits, and quality KPI achievement.
- Accelerating time to value over time until implementations are consistently aligned to KPIs.
- Leading on post implementation reviews and implementing lessons learnt in other engagements, and sharing these with colleagues.
- Helping to support the In Life Solutions team, by proactively identifying opportunities and pulling in colleagues to capitalise post go-live.
- Readily embracing new product features and the opportunity these present.