Discovery Implementation Manager

The Discovery Implementation Manager (IM) is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class HR software and services. The Discovery Implementation Manager (IM) is accountable for the client onboarding experience through gathering requirements, consulting on best practices, identifying and collaborating to accommodate unique requests for direct market clients during the implementation. The Discovery Implementation Manager is responsible for the quality and satisfaction of a new client onboarding from the date of hire until the requirements have been finalized and client care is transitioned.

Responsibilities

Lead and project manage the discovery process of Health and Welfare new client implementations to achieve individual, team, & company goals; Lead the team and client to define and document requirements by reviewing source documents (Legal Plan Documents, Summary Plan Descriptions, Human Resource Materials), identifying relevant plan administration information, and inputting information into the requirements format; Proactively consult clients on best practices and be a subject matter expert on necessary system and process changes to achieve client goals; Research and recommend system enhancements based upon client needs (assist in the development of enhancement specifications with bswift Product Managers and Developers); Lead key meetings including implementation kick-off meetings, requirements gathering and review, and other implementation meetings with clients; Proactively identify and mitigate project and staffing risks and escalate where appropriate; Manage timelines with other bswift implementation staff and clients; Work closely with other teams to ensure all in-scope services have related requirements collected and finalized; Manage client expectations, anticipate possible issues, communicate turnaround times, and escalate changes to scope or services as they arise; Keep up to date with industry trends and make recommendations for changes to the company's client service approach; Develop and implement strategies to improve client/broker satisfaction; Assist in sales and marketing efforts as needed; Act as a coach and mentor for others

Requirements

Bachelor's degree in business administration or related field; 5+ years of client relationship, consulting, and implementation experience; Must have current or previous experience with benefits / implementation processes and methods; Excellent communication skills, both written and verbal with internal, external, technical, and non-technical team members; Proven track record of developing and maintaining strong relationships with clients and brokers; Strong customer service orientation; High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness; Ability to work independently as well as part of a team; Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere; Must be able to quickly sort through complex subject material; Strong problem-solving skills; Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality; Advanced proficiency in MS Excel (VLOOKUPs, Pivot tables, providing data summaries) and working knowledge of other MS Office products; Willingness to travel as needed

Benefits

Comprehensive health benefits (health, dental, and vision plans); Competitive compensation package including performance-based incentives for most roles; Remote first, office friendly environment; Retirement savings plans with employer-sponsored programs; Professional development opportunities, including training and career progression resources; Supportive culture encouraging collaboration, open communication, and creative problem-solving; Employee wellbeing initiatives covering mental health, financial planning, and wellness resources