Implementation Specialist

About the team/role:

How you'll make an impact:

• Strategic Implementation Thought Leadership:

  • Design and execute client implementations adhering to WEX's recommended frameworks.

  • Spearhead cross-functional collaboration, aligning Sales, Client Support Services, Operations, Claims, Integration Analysts, and Participant Services to achieve defined implementation deliverables and milestones.

  • Function as a recognized subject matter partner in relevant lines of business, providing expert guidance and insights.

  • Maintain documentation of scope and associated risks, proactively mitigating potential project disruptions.

  • Conduct reviews of all implementation documentation, ensuring accuracy and completeness of plan configurations.

• Client Relationship Management:

  • Cultivate and nurture strategic partnerships with consultants, brokers, and employers, serving as the principal implementation liaison.

  • Provide comprehensive education on product design and operational nuances, empowering stakeholders with critical knowledge.

  • Conduct in-depth evaluations of client satisfaction, proactively identifying opportunities for service enhancement and strategic alignment.

  • Act as the client advocate, championing necessary process and system improvements through internal channels.

  • Employ escalation management techniques to resolve complex issues, ensuring seamless communication with Sales and consultant/broker partners.

  • Maintain a commitment to responsive client service, addressing all inquiries within a 24-hour timeframe.

  • Provide strategic support for open enrollment initiatives, offering expert guidance and coordination.

  • Deliver recommendations and considerations regarding compliance and regulatory aspects of product offerings

• Cross-Functional Optimization and Strategic Collaboration:

  • Drive continuous process improvement initiatives, enhancing efficiency and maximizing client value.

  • Collaborate strategically with Partner Solution Managers to optimize partner processes and service delivery.

  • Provide strategic support during the sales cycle, contributing to revenue generation.

  • Conduct revenue analysis, identifying and reporting on fluctuations and trends.

  • Collaborate with Implementation Project Managers on complex implementations, ensuring seamless project execution.

• General Responsibilities:

  • Execute all other duties as assigned.

  • Maintain strict adherence to HIPAA privacy regulations, safeguarding sensitive client information.

Experience you'll bring:

• Bachelor's degree (preferred).

• Minimum of three years of relevant industry experience or equivalent.

• Proficiency in Google Suite and Microsoft Office applications.

• Familiarity with OnBase document management system (preferred).

• Demonstrated ability to navigate and utilize multiple technological platforms.

• Extensive experience in client-facing roles, demonstrating exceptional communication and interpersonal skills.

• Proven expertise in escalation management and a commitment to achieving superior client satisfaction.