Wellbeing Implementation Specialist

3 weeks ago

West Des Moines, United States Navigate Wellbeing Solutions Full time

Department: Operations
Manager: Team Lead
Exempt

We are Navigate
A well-tech company helping organizations create more health and happiness in the employees, clients, and communities we serve. Our purpose is to Do Good Things. For us, these words are more than a catchy mantra. They’re the reason this company was formed and the guiding light for every decision. We’re all at Navigate because we truly want to spark positive change in other people’s lives. Here’s to doing good things – together
How you contribute to our success
The Implementation Specialist serves as the primary post-sale contact for the client during Navigate’s Implementation Process (first 90 days) and is responsible for the experience, satisfaction and product configuration of the platform/program purchased. The Implementation Specialist is expected to create a consistent Implementation experience, while also understanding unique client needs and unique customizations of Navigate product levels.
The IS will bring fresh ideas and perspectives to the table, while being hyper-focused on client satisfaction. This role will focus on the following (but not limited to), key aspects of the customer journey:
  • Implementation / Onboarding
  • Discovery
  • Portal Configuration & Product Design
  • Review, Testing, and Launch

Success for this position is defined by:
  • Implementation CSAT score of 95% and above
  • Proficient and effective utilization of portal and technology
  • Ability to successfully meet client’s portal launch timeline while still delivering consistent implementation experience
Your Responsibilities to the team, our clients and community
  • Works together with the Account Manager and other internal Navigate teams to effectively and efficiently execute strategic goals of the client during Implementation.
  • Ensure that purchased products meet client and program’s technical needs, as well as supports overall program goals.
  • Serve as main client contact / project lead for all implementation meetings and projects.
  • Provides team members and company stakeholders with consistent information for overall awareness and understanding of expectations regarding all projects.
  • Ensures client project team is aware of key deliverables, deadlines, and project milestones.
  • Assists in establishing relationships with multiple client account stakeholders at various organizational levels. Participate in face-to-face meetings and /or relationship building events as needed with various client contacts during the Implementation process.
  • Educates clients on how to use purchased products and customized system features.
  • Identify trends in the client experience and the participant experience that could be enhanced through operational changes or enhancements.
  • Successful transition of client responsibilities to Account Manager after Portal / Program Launch.
  • Shares Implementation best practices with Client Services team and provides shared learning and application of best practices across the organization.
  • Reports to the Team Lead, providing regular input on all account activity, including status, progress, issue resolution, escalations and successes on a weekly basis.
  • Learns processes around new products, features, and functionality.
  • Customer service support – provides tools to Customer Service team to successfully support ongoing client / client participant needs

The Ideal Candidate
  • Exceptional communication skills both written and verbal 
  • Excellent organizational skills to manage projects with many moving parts 
  • Ability to confidently present/sell your concepts, work, and ideas
  • Strong collaborator with ability to work across various departments and teams to create results.
  • Ability to work independently and problem solve
  • Positive, open, and curious individual who thrives working in a high-performing team environment
  • Operates with low ego and shows a willingness to jump in and help where it is needed most

The Navigate Way - Core Expectations:

At Navigate, we expect all our employees to live the family values that have helped shape our culture:
  • Deliver the Boom
  • Everybody Love Everybody
  • We are Family
  • Inspire & Innovate
  • Embrace Change
  • Growth is Great
  • Efficient & Effective
  • Give Back

Experience & Education needed for success in this role
Experience
  • 3+ years of Software Implementation or equivalent work experience 
  • Wellbeing industry experience preferred but not required
Education
  • BA/BS degree or related equivalent experience
Physical & Working Environment
  • Normal mental and visual attention is required. Normal office working conditions requiring continuous use of both hands. Sitting most of the time, may involve walking or standing for brief periods of time.
  • Position requires occasional bending, squatting, twisting and climbing stairs. There are minimal exposures to workplace hazards.
  • To perform the job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable a qualified individual with a disability to perform the essential functions.
  • Position is available for remote workers.


Navigate Wellbeing Solutions is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Navigate Wellbeing Solutions will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with Navigate. Post offer, Pre-employment background screenings are required.

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