Implementation Manager- Client Success

Company Description

Mission and Impact: 

VIVIO Health, a Public Benefit Corporation, uses data and technology to deliver superior health outcomes for individuals while reducing pharmacy benefit costs for our employer customers. Our evidence-based, data-driven approach has significantly improved healthcare outcomes and reduced costs for self-insured employers and health plans since 2016. We are on a mission to revolutionize the way pharmacy benefits are delivered. 

Why Join VIVIO?

• Innovation: Challenge the status quo and shape healthcare's future  
• Impact: Directly influence patient care and help change healthcare delivery  
• Mission: Join an organization that has a clear vision and mission. 
• Collaboration: Work with passionate teammates dedicated to making a difference  
• Growth: Expand your opportunities as we expand our business  

The Position: We are looking for a mission-aligned Implementation Manager- Client Success.

As a dynamic Implementation Manager, you will play a critical role in the successful implementation and optimization of VIVIO’s programs. This role involves coordinating with various stakeholders, ensuring seamless transitions, and providing exceptional support during and after implementation. VIVIO is guided by a simple brand promise: the right drug, for the right person, at the right price. Join an amazing team that is passionate about transforming healthcare and making a real difference for our clients and the members we serve. 

The ideal candidate for this role will be reliable, well-organized, and passionate about delivering exceptional client service. Medical PBM experience is a plus, and this person is comfortable thinking outside the box to solve complex, non-standard benefit and implementation challenges. As a key member of our team, you will coordinate cross-functional teams, manage project risks, and ensure the success of new launches. 

Who You Will Be Working With: 

This role is multi-disciplinary. You will work closely with the Client Success, Sales, Member Experience, and Engineering teams. You will report directly to VIVIO’s VP of Client Success. 

Job Description

Key Responsibilities: 

• Lead the onboarding process for new clients, ensuring a smooth transition from sales to implementation. 
• Collaborate with clients to understand their specific requirements. 
• Act as the primary point of contact for clients during the implementation phase, addressing and resolving any issues that may arise. 
• Create and maintain comprehensive documentation of client configurations, customizations, and implementation processes. 
• Work closely with cross-functional teams, including sales, product development, and support, to ensure a cohesive and positive client experience. 
• Develop detailed implementation project plans, including scope, objectives, timelines, and resources. 
• Lead and coordinate data integration with internal VIVIO teams and vendor partners. 
• Assign tasks, track progress, and ensure effective collaboration among team members. 
• Facilitate regular team meetings and provide status updates to stakeholders. 
• Assist with client reporting and client projects post-launch. 
• Stay current on industry and market trends and proactively communicate relevant impacts to clients and internal teams. 

Problem-Solving: 

• Identify project risks and develop mitigation strategies to address potential issues. 
• Monitor risk factors throughout the project lifecycle and adapt plans as necessary. 
• Address and resolve project challenges and conflicts in a timely manner. 
• Oversee the execution of implementation tasks and deliverables to ensure quality and adherence to project plans. 
• Conduct project reviews and evaluations to assess outcomes and identify areas for improvement. 

Communication and Collaboration: 

• Facilitate clear, effective communication with internal teams, ensuring alignment with goals and expectations. 
• Excellent verbal and written communication and interpersonal skills. 
• Serve as the primary point of contact for project-related communication with external vendor partners and stakeholders. 
• Manage stakeholder expectations and ensure alignment with project goals. 
• Prepare and present status updates and documentation throughout implementation.  

Qualifications

Required Skills and Experience: 

• At least 5 years of experience in the benefits industry (TPA or PBM); Medical PBM experience highly preferred. 
• Working knowledge of claims processing, formulary management, rebate programs, and benefit/eligibility configuration and testing. 
• Experience coordinating implementations with TPAs, brokers/consultants, and other vendor partners. 
• Strong project management skills with the ability to handle multiple clients and projects simultaneously; PMP or similar project management certification a plus. 
• Bachelor’s degree in business, Pharmacy, Healthcare Administration, or a related field preferred 
• Strong organizational skills and strong background in process. 
• Client-focused mindset with a commitment to delivering high-quality service. 
• Demonstrated ability to thrive in a high-volume, fast-paced, and evolving team environment. 
• Strong analytical and problem-solving abilities. 
• Creative, outside-the-box thinker who can design practical solutions for non-standard or complex client benefit arrangements. 
• Occasional Travel required. 
• Experience a strong sense of ownership and are confident in meeting deadlines and maintaining communication. 
• Exceptional organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain attention to detail. 
• Proficiency in Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.) 

Additional Information

• Base salary $90-120K/year 
• Bonus Eligible
• Health Benefits  
• 401K employer match
• Stock Options
• PTO  
• The Opportunity to work for a growing and innovative company.   
• Dynamic and collaborative work environment.   
• The chance to make a real impact with a Public Benefit Corporation.  

VIVIO Health is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law. All your information will be kept confidential according to EEO guidelines.