Job Details

Description

Job Summary:

The Implementation Analyst is responsible for managing and executing the successful deployment of company solutions to clients. Implementation goes beyond the initial launch of a client, and the Analyst is expected to work clients throughout the duration of their contract with mPulse renewing member-level plan data. This role involves collaborating with cross-functional teams to ensure that the implementation process is seamless, meets client expectations, and is completed on time. The ideal candidate will have strong project management skills, technical aptitude, and the ability to work directly with clients to understand their needs and deliver tailored solutions. This position plays a critical role in ensuring customer satisfaction and the long-term success of client relationships.

Duties/Responsibilities:

• Oversee the end-to-end implementation process, ensuring that all phases are completed on time, within scope, and meet client requirements.
• Managing ongoing data refresh processes in collaboration with clients post implementation
• Work closely with clients to understand their needs, configure solutions to meet those needs, and ensure a smooth transition from sales to delivery.
• Coordinate with internal teams to manage the technical setup, system configurations, and any necessary customizations for each client.
• Act as the primary point of contact for clients during the implementation phase and beyond, addressing any issues or concerns that arise and escalating them as necessary.
• Create and maintain comprehensive documentation throughout the implementation process, including project plans, timelines, and status reports.
• Regularly communicate project status, risks, and issues to both internal and external stakeholders, ensuring everyone is aligned and informed.
• Conduct testing to ensure the product is functioning correctly after configuration and before final delivery to the client.
• Continuously evaluate and refine implementation processes to improve efficiency, effectiveness, and client satisfaction.
• Provide continued support to clients post-launch and throughout the duration of their contract with mPulse

Skills/Abilities/Experience:

• Strong understanding of software implementation, system integration, and technical troubleshooting.
• Ability to manage multiple projects simultaneously, with strong organizational and time management skills.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Proven experience in delivering excellent customer service and building strong client relationships.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• 2+ years of experience in software implementation, technical support, or a related role.
• Familiarity with project management tools and methodologies (e.g., Agile, Waterfall).
• Experience working with CRM systems, ERP software, or other enterprise solutions is a plus.
• PMP, CAPM, or related project management certification is advantageous but not required.

Physical Requirements:

• Ability to stand and sit for extended period of time.
• Ability to lift 10 lbs. weight.

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Equal Opportunity Employer
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