Implementation Manager II

Implementation Manager

The Implementation Manager role at HMA is responsible for leading and supporting the successful onboarding of new clients, ensuring a smooth transition from sale to go-live. Across all levels, this role drives coordination of implementation activities, manages timelines and deliverables, and partners closely with internal teams and clients to deliver a seamless experience. As the role progresses, it contributes by leading complex implementations, resolving challenges, and enhancing client satisfaction.

At senior levels, it also strengthens HMA's operational excellence by mentoring team members, improving processes, and ensuring consistent, high-quality delivery.

Client Implementation Support

• Independently lead end-to-end client implementations, including higher-complexity or higher-visibility accounts.
• Own implementation timelines, deliverables, and outcomes, ensuring all activities are completed accurately and on time.
• Facilitate client and broker discussions and decision-making related to benefit design, services, and implementation approach.
• Proactively manage risks, dependencies, and stakeholder expectations; communicate status and timelines at a strategic level.
• Lead cross-functional coordination to deliver a seamless, high-quality implementation experience.
• Troubleshoot complex client-specific or technical issues and drive timely resolutions with internal teams.
• Maintain strong working knowledge of products, operational capabilities, and implementation processes.
• Identify opportunities to improve implementation tools, workflows, and operational efficiency.
• Serve as a mentor and resource to Implementation Manager I team members, reinforcing best practices and quality standards.

Project & Timeline Management

• Maintain implementation plans, trackers, and documentation (e.g., Smartsheet, status trackers, implementation folders).
• Monitor implementation milestones and flag risks or delays to senior implementation team members.
• Ensure deliverables are completed on time and documented appropriately.
• Keep internal stakeholders informed of implementation status and changes.

Cross-Functional Coordination

• Partner with Sales, Account Managers, and internal teams to align on client requirements and sold products/services.
• Coordinate participation from internal subject matter experts during implementation calls as needed.
• Ensure accurate handoff and information sharing across teams throughout the implementation process.

Documentation & Process Adherence

• Maintain accurate and timely documentation in implementation tools.
• Follow established implementation workflows, templates, and best practices.
• Support process improvement efforts by providing feedback on tools, templates, and client experience.