Client Implementation Manager

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business.

We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world‑class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process.

Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.
• Better together: We check our egos at the door. We work together, so we win together.

The Client Implementation Manager will serve as the primary point of contact for clients and will coordinate all activities throughout the client’s onboarding experience. Following a post‑sales handoff, the Implementation Manager will own the implementation process through the go‑live phase and handoff to the Delivery Teams. The Implementation Manager’s serve an important role for setting clients up for success by partnering with key stakeholders to facilitate full alignment on project expectations including product needs, timelines, and implementation strategy.

Implementations are highly custom and involve large data sets, which require the Client Implementation Manager to act as a liaison between the various teams, both internal as well as external. The right candidate for this role will embody entrepreneurial thinking, take an analytical and strategic approach to each client engagement and the role itself, and will be a master of using good judgment and thinking on their feet.

The Implementation Manager should feel confident and comfortable explaining and conceptualizing how our various solutions work with a variety of unique client business needs. The role also requires an expert level of understanding in how hospitals and health systems function, the roles, and motivations of different parties within such clients and will learn how to navigate these complex organizations to ensure maximum alignment and client satisfaction.

• Provides day to day oversight of the client implementation including understanding the clients’ goals and use cases, recommend, and guide product configuration, help set expectations, and establish priorities.
• Forms strong relationships with clients by serving as the primary point of contact for implementation, understanding and communicating client feedback internally.
• Partners with Delivery Team to ensure completion of product configuration, manage timeline for deliverables and to setup clients for success.
• Collaborate…