Client Implementation Manager

Job Description

About the Role

In this high impact client-facing role, you will be responsible for implementing our clients, ensuring they launch on time and our programs successfully get in the hands of members. In this fast-paced role, you will own the client implementation process from end-to-end, coordinating with internal and external stakeholders throughout and ensuring the implementation is completed within the established timeline and all requirements are met. You'll be responsible for managing multiple client implementations at once, so strong project management and organizational skills are key.

The ideal candidate has at least 2-3 years of implementation experience with a combination of strong project management skills and excellent communication. We are looking for an individual who can expertly balance client needs with internal resources to drive high customer satisfaction with timely completion of deliverables. This person should have a keen eye for process improvement and identifying efficiencies to support scaling of the team.

What You'll Accomplish

• Implementation management: Ensure 100% of new employer clients are launched on the originally agreed upon date, error free and with high client satisfaction (4.5/5). Ensure 100% of eligibility, billing, and/or reporting integrations are completed on time. As needed, support successful partner implementations working cross-functionally with the Health Services and Partnerships teams.
• Process improvement: Provide strategic insights to leadership to inform implementation best practices and ensure processes are optimized for effectiveness, efficiency and consistency.
• Operations Management: Manage ongoing workflows that are critical to long-term client success, including but not limited to eligibility, billing, and data-sharing. Oversee the ongoing management of integrations and ensure files are refreshed when appropriate.

Basic Qualifications

• Relationship-building: Easily build relationships with others, including clients, partners, and internal colleagues. Effectively work with all levels with a client and partner organization.
• Project management: Ability to manage multiple client implementations and projects in parallel, keeping all internal and external stakeholders aligned on key milestones and timelines. Minimizes careless errors with deliverables.
• Product knowledge: Demonstrated subject matter expertise on our product and processes, with an ability to quickly learn new ones. Able to confidently answer questions and present solutions to clients.
• Business acumen: Gain insight into client culture, priorities, and goals. Effectively convey client needs internally, driving the resources needed for successful implementations.

Preferred Qualifications

• Experience at a high-growth company
• Data integration proficiency, advanced Excel knowledge and skills
• Account management
• CRM & Project Management tools experience

Compensation

This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. For this position, our salary ranges are listed below:

Tier 2: CA, CT (ex NYC radius), Boston Radius, Chicago Radius, DC Radius, Houston Radius, NJ (ex NYC radius): $81,000 -$111,200

Tier 3: IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Radius), RI (ex Boston Radius), TX (ex Houston), VA (ex DC Radius), WA (ex Seattle Radius), WI (ex Chi Radius), AK, CO, DE, GA, HI, MI, MN, NC, NV, OR, PA: $73,900 -$101,600

Tier 4: AL, AZ, AR, FL, ID, IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK, SC, SD, TN, UT, VT, WV, WY:$66,900 -$91,900

About Hinge Health

Hinge Health leverages software, including AI, to largely automate care for joint and muscle health, delivering an outstanding member experience, improved member outcomes, and cost reductions for its clients. The company has designed its platform to address a broad spectrum of MSK care—from acute injury, to chronic pain, to post-surgical rehabilitation—and the platform can help to ease members’ pain, improve their function, and reduce their need for surgeries, all while driving health equity by allowing members to engage in their exercise therapy sessions from anywhere. The company is headquartered in San Francisco, California.

Learn more at http://www.hingehealth.com

What You'll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development

Culture & Engagement

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

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