Dedicated to new client implementations and existing customer initiatives (including re-implementations). Partners with stakeholders within PMSI Lines of Business and collaborates with National Account Management to facilitate product rollout, strategic customer-facing initiatives, and operational/system process modification in an effort to deliver more value to PMSI and its customers.
n Leads and coordinates the non-IT efforts between Client and all business units to ensure client initiatives are properly identified, scoped and managed through operational capabilities.
n Partners with Client, PMSI Sales, Account Management Team, Enterprise Consulting Group and Operations to oversee the clients’ solution requirements, implementation expectations and expected deliverables.
n Oversees and provides subject matter expert opinions to internal IT related projects. Is responsible for the communication and status of projects to the National Account Management team and the client project team.
n Works with client’s Account Management Team to identify client opportunities, associated revenue potential and initiates projects accordingly.
n Supports Account Management team in quarterly client business reviews and help validate any potential anomalies in the business review data.
n Follows standards set by the Program Management Office and IT with regards to project management and the SDLC process at PMSI, progress reporting, escalation of issues/risks, and other communications as outlined by the PMO and IT.
n Acts as a point of escalation for Client issues not being resolved in a timely fashion.
n Manages Client SLA performance and report back to the National Account Director/ Manager.
n Creates and maintains client related documentation including Standard Operating Procedures, Technical Guides and Client Issue via Salesforce.
n Performs other functions as assigned by management.
n Organizational Skills – Ability to multitask and manage multiple projects
n Flexibility – Ability to work in a fast paced environment.
n Computer skills – Possesses intermediate to advanced Microsoft Suite Knowledge (Word, Excel, PowerPoint, Access, Visio).
n Communicating Effectively – Ability to write and present effectively; adjusts to fit the audience and the message; strongly gets a message across.
n Detailed Oriented – Ability to be well organized and resourceful, has the ability to reduce a complex concept or task into something that is manageable and clearly interpreted. is able to get things done with less and in less time; can work on multiple tasks at once without losing track; foresees and plans around obstacles.
n Team player – Ability to manage strong working relationships within the company. Able to complete tasks and work cooperatively with others.
n Adaptability - Ability to respond and adapt to changing circumstances and to manage, solve problems and provide solutions in a climate of ambiguity.
n Analytical Skills – Ability to analyze and synthesize information to understand issues and identify options.
n Critical Thinking – Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
n Recognizes business priorities – Ability to track the changing needs and expectations of potential customers. Identifies links between internal demands and external needs.
n Understanding the Business – Ability to know the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understands how businesses operate in general; learns new methods and technologies easily. Understands the organization’s business model and competitive position in the marketplace. Understands potential for growth and profitability.
n Managing Work Processes – Ability to effectively design work flow, and systems; is good at figuring out what to measure to track progress; sets up systems that can almost manage themselves; is a master at the effectiveness and efficiency of work systems; can quickly diagnose and fix a work flow problem; always looking for incremental process improvement.
n Required: BA degree, strong Information Systems background.
n Required: 5+ years prior experience in Business/Operations Process Analysis experience, preferably in hands-on technical role.
n Desired: Prior workers’ compensation industry experience, financial and data analysis experience.
n Desired: PMP certification
n Total Number of Associates this position oversees: 0
n Number of Direct Reports: 0
n Title(s) of Direct Reports: N/A
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is generally quiet to moderate.
Physical and mental requirements:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
1. Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling , repetitive motions, talking and hearing.
2. Visual requirement is for close vision, distance, vision, peripheral vision and ability to adjust focus.
3. 50% or more time is spent looking directly at a computer.
4. Associate is frequently required to stand, walk (or otherwise be mobile).
5. Ability to deal with stressful situations as they arise.