Role Description

The Implementation Manager plays a crucial role in ensuring the efficient and accurate exchange of critical enrollment data between benefit administration systems, insurance carriers, and the Self Bill Pro system, as well as the timely resolution of any related issues. This client-facing role is responsible for supporting the full lifecycle of EDI integration projects, from requirements gathering and data mapping to testing, deployment, and ongoing support. This is a FULLY remote position.

• Effectively manage a portfolio of 15-25 concurrent implementation projects at any given time, using advanced project management and client service skills.
• Gather and analyze business requirements for EDI integration projects, translating client needs into technical specifications.
• Design and implement EDI data mappings and transformations to ensure accurate data flow.
• Proactively troubleshoot and resolve EDI transmission and processing errors, minimizing disruptions for clients.
• Serve as a key externally-facing professional with direct influence and impact on Self Bill Pro’s reputation in the benefits technology space.
• Coordinate effectively with internal teams and external partners (clients, carriers) to ensure successful and timely project delivery.
• Provide ongoing support and maintenance for EDI integrations, ensuring long-term system stability.
• Monitor and optimize EDI processes for efficiency and performance, seeking continuous improvement opportunities.
• Stay up-to-date on industry trends and best practices in EDI, API integrations, and benefit administration, applying new knowledge to enhance our services.
• Act as a key technical liaison, clearly communicating complex technical concepts to non-technical stakeholders.
• Build genuine, trusted relationships with client stakeholders, brokers, and carrier partners that reflect a high standard of client care.
• Anticipate client needs and go beyond baseline expectations to deliver a best-in-class implementation experience.
• Serve as a steady, reliable presence for clients throughout their project, reinforcing confidence in Self Bill Pro at every touchpoint.
• Provide clients with clear, timely, and specific communication on project status throughout each implementation.

Qualifications

• 6+ years managing a portfolio of concurrent projects with both internal and external stakeholders.
• 6+ years of client-facing role, with demonstrated experience independently navigating difficult client conversations and resolving escalated issues.
• 4+ years of experience in EDI and/or API implementation and support, preferably within the benefits administration industry.
• Strong customer service orientation with a proactive approach to owning and resolving client issues.
• Understanding of fixed-width file formats and the LDEx XML file format.
• Familiarity with common benefit administration platforms (e.g., ADP Workforce Now, Workday, bswift) and/or insurance carrier systems is a plus.
• Experience with, or a strong interest in learning, data mapping and transformation tools.
• A comfort with, or interest in, analyzing and manipulating data, particularly using Microsoft Excel, is essential.
• Excellent communication, interpersonal, and problem-solving skills, both written and verbal.
• Ability to manage multiple tasks and projects simultaneously and meet deadlines in a dynamic environment.
• Strong analytical abilities to diagnose issues and develop effective solutions.
• A genuine passion for client service, with a track record of building strong, lasting client relationships.
• Strong track record of clear, confident communication with clients, particularly around project timelines and status.
• Bachelor’s Degree Preferred.

Benefits

• Join a collaborative and ambitious team dedicated to transforming outdated processes through smart, scalable technology.
• Opportunity to make a difference in the employee benefits landscape.