DUTIES AND RESPONSIBILITIES

• Act as the internal technical liaison between the customer project team (including customer’s Technology function) and the Development Team resources

• Document customer requirements and translate to internal systems and operations

• Identify system gaps and enhancements needed to meet customer expectations

• Facilitate project meetings with internal and external project teams

• Successfully execute the Process Transformation Methodology, including:

• Support documentation of customer expectations based on the signed contractual agreement 

• Capture the current processes of the customer

• Document the results of the Implementation Survey

• Lead Future State solution design based on customer requirements

• Create process maps outlining integration with internal systems

• Document changes in roles and responsibilities

• Identify opportunities for process improvement to increase productivity for all constituents (customer, carrier, supplier, customer’s clients, and CHR)

• Develop a testing plan with the customer and execute to the plan

• Develop SOP’s and training materials, as well as conduct training on our internal website, vendor, and carrier portals

• Collaborate with internal project teams

• Coordinate with the Project Manager to push meeting notes conducted as part of project execution

• Execute the project plan including all deliverable dates and resource requirements

• Oversee progress of project team resources, including functional support groups

• Contribute toward development of tools, methodologies, and presentations for Implementation

• Assist with managing queue of helpdesk (myQ) tickets for Customer Integration Specialist and Implementation groups

• Successfully transfer knowledge to customer account team as documented throughout project lifecycle

• Provide support to customer account team during Go-live

• Provide support as necessary to Business Development Team

• Ensure compliance to SOC process

QUALIFICATIONS

Required:

• Bachelor’s Degree from an accredited college/university

• Ability to work flexible hours (some weekend/late hours may be required)

• Ability to travel up to 20% travel may be required (domestically)

Preferred:

• Technical project management experience

• Prior experience working with customers, vendors, or carriers

• Basic facilitation skills including but not limited to relationship management, presentation, discussion, documentation, and accountability  

• Previous experience with TMS software

• Basic proficiency in Microsoft Office Suite of programs

• Excellent analytical and problem-solving skills

• Demonstrated ability to design, develop and deliver presentations for internal and external audiences at all levels

• Ability to collaborate effectively with subject matter experts internally and externally at all levels 

• Values a diverse and inclusive work environment