Implementation Manager, Client Services

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The Implementation Manager is accountable for capturing the scope of and the completion of new business implementations as well ongoing change requests. The Implementation Manager will take on an important role for the business by overseeing every part of the implementation process from the point of sale to launch.

The Implementation Manager requires significant understanding of products and services as well as practical experience in project planning and development.  Implementation Manager are well-versed in business operations and the latest project management practices.

Full time hybrid role based out of Louisville, Kentucky location.

• Consults with our clients and internal stakeholders to deliver a comprehensive solution
• Guides and drives the client toward the best solution for their business needs
• Analyzes existing systems, interface requirements, business processes
• Partners with clients to understand their business and related needs
• Works closely with Implementation Associates and Leads to incorporate new processes, tools and approaches when recommending a Knipper solution
• Utilizes broad knowledge to recommend solutions to the client when appropriate
• Understands client business issues and concerns and recommend and implement appropriate solution
• Interacts/collaborates with Knipper associates in IT, QA, Ops, and customer service
• Process mapping to illustrate value stream and best work-flow solution to support scope

Strategic Responsibilities

• Assess best course of actions for new launch competing priorities and deliver plans for execution to the leadership teams
• Partners with the Leaders across all departments to deliver best in class solutions for the 3PL and Custom Pharmacy Business Units.

People and Resource Management Responsibilities

• Is responsible for on-boarding, training and development of their direct reports; Implementation Associates and Implementation Leads
• Tracks and maintains resource hours and accurately capture billable, non-billable hours for the their hours as well as their director reports and internal business partners
• Report to Implementation Director, Client Services on program/project deliverables, impact on expected work completion dates and any potential problems or issues as they arise
• Trains new CS and operations teams on client-specific procedures, technologies, and tools.

The above duties are meant to be representative of the position and not all-inclusive.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s Degree in Project Management, Business, Supply Chain, or related field
• Minimum 3 years management experience with 3PL, sample management or other distribution business and fulfillment knowledge is critical
• 3 years’ experience executing multi-faceted programs and meeting client deliverables
• Experience in WMS setup and system utilization
• Experience working within a regulated industry

PREFERRED EDUCATION AND EXPERIENCE:

• Master’s Degree in Business, Supply Chain, or related field
• System configuration, setup, and operational knowledge of ERP systems, Pharmacy Management systems
• Pharmaceutical industry experience with focused competencies in Project Implementation and/or Program Management is highly desirable

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent verbal and written communication skills
• Excellent communication skills including but not limited to documentation, presentation, and training meeting facilitation
• Excellent interpersonal skills
• Excellent organization skills and detail oriented
• Excellent analytical and problem-solving skills
• Excellent technical skills to include Microsoft Office (Word, Excel, Power-Point, Visio and Outlook) and supply chain information systems
• Ability to execute projects within scope, schedule, and budget
• Ability to balance multiple priorities to meet expected response deadlines
• Ability to establish and maintain effective working relationships with key stakeholders
• Demonstrate leadership skills in successfully managing teams and collaborating
• Demonstrate ability to influence, direct and guide a team
• Demonstrate knowledge of process improvement techniques (work-flow mapping and/or systems diagram mapping)

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Stand and sit for prolonged periods of time
• Frequently stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 20 pounds

TRAVEL & AVAILABILITY REQUIREMENTS:

• 0-15% travel
• Available to provide support during operational hours, as needed

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equsl opportunity employer.