• Align with Commercial Leads and Solution Architects for the regional area.
• Forecast, plan and support the design of the solution delivery for SHL's largest strategic customers.
• Provide solution delivery expertise to ensure the requirements are met before project kick-off.
• Provide leadership on customer communication for strategic projects.
• Direct the internal SHL project team.
• Ensure projects are managed within scope and are applying change controls.
• Balance customer requirements with SHL technology capability.
• Accountable for project quality and successful customer outcomes.
• Collaborate with other teams and actively contribute.
• Improve and scale solution delivery for strategic customers by providing input into implementation methodology.
• Provide input into the development road map after identifying and specifying new features through customer interactions.

Skills: Project Management, Solution Delivery, Stakeholder Communication, Team Leadership, Change Control, Requirements Analysis, Client Relations, Process Improvement

• Design and implement AuditBoard products using the RSM Methodology.
• Refine implementation methodology and bring best practices to provide consistent, quality services.
• Ensure completion of implementation tasks, milestones, and components, including but not limited to functional specifications, configurations, quality assurance, and project reviews.
• Guide clients and prospects in their evaluation of AuditBoard, providing information and demonstrations.
• Help them assess fit for their business.
• Coordinate implementations with AuditBoard and the client.
• Establish relationships and reporting structure with AuditBoard over implementation services.
• Identify adjacent services throughout the implementation process.
• Build, lead and develop a core team of high-performing implementers.
• Training implementers (project leads and data leads) on AuditBoard implementations.
• Ensure implementers meet the required training and certifications.
• Manage the utilization, quality, and profitability of AuditBoard implementations.
• Train end users on AuditBoard functionality.

Skills: Project Management, Implementation Strategy, Best Practices, Client Guidance, Solution Fit, Team Leadership, Training Delivery, Quality Assurance

• Support and help create the vision of a 1st touch resolution and self-service customer service model.
• Execute the technical build-out of the determined strategy in conjunction with IT and Business leadership.
• Support business pilot programs and improved experiences by scoping and implementing new IVR scripts for existing ones.
• Develop new experiences within existing platforms by building customer flows.
• Remain knowledgeable about external market capabilities.
• Help introduce them to the organization to consider making improvements for the benefit of the customer and business.
• Create a meaningful interpretation of data through the use of tools, industry experience and logic.
• Frame situations and allow meaningful dialogue and decisions.
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Research and analyze diversified data to draw valid conclusions.
• Evaluate and implement new methods and techniques for operational improvement.
• Support business leaders in establishing day-to-day reporting.
• Help drive efficient management of teams through the current tools have.
• Work closely with internal platforms to identify opportunities to drive efficiencies.
• Lead projects that will enable the department/company.

Skills: Customer Experience, Technical Implementation, IVR Development, Process Improvement, Data Analysis, Operational Efficiency, Reporting Management, Project Leadership

• Continually improve processes by identifying, sharing, and implementing the best practices within and across sites.
• Fully launch and develop performance queues within IVR and realize additional skill-based routing opportunities to implement.
• Work with outsource partners to ensure their staffing complements gaps, and that they are achieving their established targets.
• Analyze data using web tools and other company software.
• Prepare recommendations and reports to drive high impact.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance.
• Work nights and weekends, variable schedules to support the business.
• Work with HR business partners to develop/improve policies that directly impact the Inside Sales Team.
• Stay current on all Company policies and procedures.
• Build ad-hoc reports in Salesforce and/or Five9 and/or conduct “deep dive” reviews of issues that arise that may be impacting production.

Skills: Process Improvement, IVR Optimization, Vendor Management, Data Analysis, Performance Reporting, Policy Development, Salesforce Reporting, Issue Resolution

• Implement methodology and resources to deliver on the company's aggressive growth plans.
• Determine areas of further investment in resources, training, and technology.
• Support the effective implementation and service setup.
• Develop implementation leads and project managers for career advancement.
• Plan and manage resources to support new customer implementations in line with contracted agreements.
• Work closely with the Operating team and resources to leverage capabilities in support of new implementations.
• Plan and manage resources for existing markets to support retraining, agent transitions and expansions.
• Own the project delivery and overall status of each project from sale through complete and accurate implementation.
• Manage the implementation process through handover to the operation team for seamless transition.
• Manage implementation and operating budget for route budget to actuals in line with profitability estimates.
• Identify through implementation any areas to support driver pay increases.
• Manage and resolve obstacles and needs.
• Manage client expectations, coordinate and communicate project status, key decisions and planning information to achieve the customer's service objectives.

Skills: Implementation Management, Resource Planning, Training Development, Team Leadership, Project Delivery, Budget Management, Client Communication, Process Optimization

• Perform customer contract compliance management for implementation.
• Confirm that services align with customer expectations and commitments.
• Perform training of new field resources and provide oversight over driver and dispatch training teams.
• Oversee CXT set up and client system integration for customers.
• Design custom invoicing and reporting to meet client needs and contract requirements.
• Manage the client training program.
• Manage system and temperature/tools management, training and implementations/setup.
• Perform periodic field training and retraining of team members.
• Support M&A integration systems, training, route optimization, contract implementation and conversion.
• Work closely with the General Manager and Operations Team.
• Effectively communicate client needs and vendor transitions of existing client projects in line with new client implementations.
• Plan when fast client start-ups happen to ensure are completing normal steps.
• Manage the new functionality roll-out of CXT and applications.

Skills: Contract Compliance, Client Alignment, Training Oversight, System Integration, Custom Reporting, Program Management, Route Optimization, Change Management

• Collaborate with the business leaders on business performance management and strategic planning.
• Coach program managers to ensure the successful execution of strategic initiatives based on the strategy.
• Lead Change Management, Demand Management and Colleague Capacity.
• Shepherd businesses and leaders through the change and provide the necessary resources and support for implementation success.
• Coordinate merger and acquisition due diligence and integration efforts.
• Develop and/or enhance strategic tools, templates and resources that promote more efficient execution and development.
• Partner with the business to develop frameworks and insights.
• Address key strategic efforts, process improvement, and organizational change.
• Scope, create and execute workable plans while managing multiple projects simultaneously.
• Balance competing priorities and appropriately set expectations.
• Analyze findings, develop recommendations, and present to senior leaders.
• Develop and maintain executive-level materials (Business Reviews, Program Updates, etc.).

Skills: Strategic Planning, Performance Management, Change Leadership, M&A Integration, Process Improvement, Project Management, Data Analysis, Executive Reporting

• Lead all internal and external implementation meetings for new Health Navigation clients.
• Build trust with the client and be accountable for overall implementation.
• Work with the client to define success criteria, communicate status, risk and issues.
• Manage goals and objectives for the implementation.
• Escalate issues to the key client stakeholders.
• Act as an escalation point for the client through the burn-in period following the live date.
• Identify and independently deploy operational improvement opportunities related to client implementations.
• Accurately captures and documents client requirements.
• Monitor the health of new clients, creating mitigation and excellence plans.
• Engage the participation of all team members by motivating them to work toward common goals and shared accountability for deliverables.
• Engage the responsibility of all team members by stressing the individual accountability each team member has and leveraging individual strengths.

Skills: Client Onboarding, Relationship Management, Risk Management, Goal Setting, Issue Resolution, Process Improvement, Requirements Gathering, Team Leadership

• Effectively communicates strategies and provides ongoing direction to the team to ensure alignment and progress.
• Independently leads large-scale projects, including those spanning multiple internal and external teams.
• Establish appropriate measures of success and project plans.
• Ensure team deliverables are met in a timely manner.
• Monitor client Service Level Agreements (SLAs) and develop plans to mitigate risk.
• Act as the subject matter expert for all Health Navigation and client requirements.
• Provide subject matter expertise to the client, the client team, and shared services.
• Support services on plan provisions and ongoing processing concepts for implementation clients.
• Serve as primary resource to client, client team, shared services, and supporting services in the translation of requirements and delivery.
• Energize the team and drive the improvement of team performance by setting SMART goals aligned to overall Health goals, and finding ways to motivate the team to do great work.
• Build relationships, assess performance, and provide career and development coaching.
• Manage pay and improve colleague engagement.
• Effectively manages team member performance.

Skills: Team Leadership, Project Management, Performance Monitoring, SLA Management, Subject Matter Expertise, Client Support, Goal Setting, Staff Development

• Build a talent pipeline and partners with colleagues.
• Determine growth opportunities with a focus on building unmatched talent.
• Ensure team members have a learning/training plan where reskilling and skill broadening.
• Work with the team on work assignments based on the best approach to get the work done, and develop team members into ‘utility players’.
• Create channels for colleague retention and career opportunities.
• Adhere to defined Colleague Connect routines.
• Network with senior internal and external personnel in own area of expertise.
• Use knowledge to provide consultative advice and recommendations within specific functional areas.
• Work with global and offshore resources may require flexible work hours to cover client and team shifts/time zones.
• Operate independently and with initiative according to established standards and principles.
• Manage, supervise and provide support, guidance and training to others.

Skills: Talent Development, Workforce Planning, Training Strategy, Team Building, Employee Retention, Networking Skills, Consultative Advising, People Management

• Experience in a progressive career path, including B2B SaaS implementation or a similar Client Services role, culminating in a comparable role.
• Must have people management experience.
• Work experience in project and/or program management.
• Demonstrated experience in technical implementation involving APIs, software development, or design, especially with enterprise Clients.
• Empathy for clients and team members and the desire to take ownership for delivering a great customer experience.
• Excellent project management, organizational, and operational skills.
• Must have high attention to detail.
• Knowledge of digital accessibility and disability inclusion.
• Knowledge of regulations related to digital accessibility (e.g., Section 508, ADA).
• Knowledge of WCAG 2.1 AA requirements.

Qualifications: BS in Information Technology with 5 years of Experience

• Experience managing a SaaS team (customer success or implementation).
• Customer-facing experience in an implementation, customer success, project management, or customer support role.
• Must have SaaS experience.
• Highly organized, self-driven and eager to provide a superior customer service experience.
• Able to be the trusted advisor and coach, this typically falls to Implementation Managers, Provisioning and Business Listings On-Boarding teams and as the lead for this group.
• Excellent interpersonal skills and strong communicator.
• Must have well-organized and analytical skills with the ability to work well under pressure.
• Knowledge of Salesforce.com and/or Microsoft Excel.

Qualifications: BA in Business Administration with 4 years of Experience

• Customer-focused professional with a passion for excellence and extensive experience with healthcare IT implementation projects.
• Exceptional client management, project management and interaction skills.
• Self-motivation and a strong work ethic are essential to success.
• Must possess outstanding communication, analytical, planning, coordination and negotiation skills.
• Ability to track a record of developing and maintaining strong business relationships.
• Undergraduate Degree in Accounting or Finance.
• Experience in a financial environment.
• Proven history of success in an implementation or project management role, preferably in a healthcare IT environment.
• Ability to configure applications, with knowledge of front-end business process applications.
• Experience or competency to perform application training sessions to customer project teams, lead process and application training sessions.
• Ability to manage data in Excel/import export.
• Excellent interpersonal, oral/written communication, organizational, analytical and problem-solving skills.
• Able to dedicate to customer service, with strong client management skills.
• Proficiency in Microsoft Office applications (Word, PowerPoint, MS Project, and Excel).
• Ability to work without direct supervision.

Qualifications: BS in Project Management with 7 years of Experience

• Experience leading projects within manufacturing business development, including client-facing experience.
• Significant experience in managing large enterprise clients successfully, delivering complex software solutions.
• Advanced technical solutions implementation, consulting, or support experience.
• Experience in working with other partners (system integrators, ISVs) on proposals and implementations.
• Must have people management experience.
• Understanding of Project Management methods and how to apply them to achieve project results.
• Excellent interpersonal skills, a strong communicator, well organized and analytical.
• Fluent English language skills, German.

Qualifications: BA in Organizational Leadership with 6 years of Experience

• Demonstrated track record in managing implementations in a complex health care setting.
• Demonstrated stakeholder management experience in the healthcare sector, including negotiation for the release of resources to ensure successful outcomes.
• High level of leadership, interpersonal and communication skills.
• Ability to take a lead role across business, vendor and program stakeholders.
• Strong knowledge and understanding of management techniques and frameworks.
• Demonstrated change management skills within a large, complex and high-profile health environment.
• Demonstrated track record in providing leadership in matters of governance and probity, business and operational change planning, resolving complex risks and issues and the successful delivery of agreed priorities and objectives.
• Excellent liaison skills, in particular the ability to negotiate with people across business areas, functions and the organisation with a focus on achieving high-quality outcomes.
• Recent experience in the medical device industry.

Qualifications: BS in Computer Science with 7 years of Experience

• Proven ability to build, manage and lead a high-performance multidisciplinary team to deliver high-quality, customer-focused outcomes.
• Ability to write communication.
• Ability to prepare briefs, presentations and reports using clear, concise and grammatically correct language.
• Ability to edit written communications to ensure they contain the information necessary to achieve their purpose and meet audience needs.
• Excellent interpersonal skills with the ability to work well with others in the pursuit of team goals, share information, support others, show consideration, concern and respect for others' ideas.
• Demonstrated ability to develop and lead a high-performing team, delegating effectively and holding people accountable.
• Able to solve problems and a critical thinker.
• Able to synthesize information and recommend solutions.
• Self-disciplined and resilient, able to stay calm under pressure.
• Proactive and persistent in the approach to achieving goals.
• Appropriate full-time work experience.
• Recent experience in logistics management.

Qualifications: BA in Communications with 6 years of Experience

• Experience managing project managers delivering highly complex technical data projects.
• Leadership-level communications skills.
• Strong presentation skills and ability to highlight the team's strategic impacts on the business.
• Ability to work with cross-functional leaders to support growth or improvement initiatives.
• Strong mentor for employees on the team, supporting their individual growth and expanding their impact and visibility in the organization.
• Ability to take ownership and hold themselves very accountable for project delivery and accuracy.
• Ability to ensure the individual team members also take ownership and accountability for meeting deadlines and improving onboarding speed.
• Ability to team execution, driving to successful onboarding and OKR goals.
• Takes initiative, driving new ideas in order to improve the team's ability to deliver projects at speed.
• Responsible for hiring and talent development.
• Experience in Fintech, Financial Services, or Startups.
• Must have Agile, PMP, and PMI Certifications.

Qualifications: BS in Operations Management with 10 years of Experience

• Must have SOX/internal audit experience.
• GRC implementation experience.
• Strong Microsoft Excel skills.
• Ability to attract, train, manage, and motivate staff.
• Ability to meet deadlines and work on multiple projects simultaneously.
• Must be a team player and be able to effectively interact with staff at all levels of the firm.
• Strong conceptual, analytical and problem-solving skills.
• Excellent client skills and customer relationship management skills.
• Strong internal drive and motivation for continuous improvement.

Qualifications: BA in Management with 6 years of Experience

• Proven track record managing complex projects and technical implementations, as an implementation expert or solutions architect.
• Experience in client service/client-facing roles, particularly with medium to large Enterprise customers.
• Excellent communication skills (oral and written) and presentation development skills.
• Experience in establishing PMO capabilities.
• High responsiveness and resourcefulness.
• Ability to respond to internal and external parties on short deadlines.
• Ability to prioritize quickly.
• Prior experience building and leading teams.
• Prior experience in a fast-growth start-up environment.

Qualifications: BS in Engineering Management with 7 years of Experience

• Prior experience in clinical research or clinical drug development in the biopharmaceutical or academic environment.
• Prior experience managing or working in a cross-functional clinical research study team.
• Must have project management experience.
• Excellent communication and presentation skills.
• Effective project management and quality improvement methodologies and approaches.
• Understanding of the biopharmaceutical environment and the drug development process.
• Finance and budget management experience.
• Prior experience in Digital Medicine/Digital health research.
• Proven track record of success in operationalizing and executing strategic initiatives.
• Must have change management and process improvement experience.
• Finance and budget management experience.
• PMP certification or equivalent experience.
• Lean Six Sigma certification or training.
• Agile or Scrum certification or equivalent experience.

Qualifications: BA in International Business with 11 years of Experience