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Implementation Specialist II

This position will be responsible for managing Stericycle Communication Solutions Large Quantity (LQ) and Medium (MQ) client implementations and terminations, focusing on clients and access solutions, but may include services from other product families. Responsibilities will include managing all aspects of implementations/terminations, including quality checks and reviews. This position will facilitate Transition meetings, and work with clients to seamlessly move clients from Sales (pre-contract) through the Implementation phase (post -contract) and through the transition to Account Management (post-implementation). This position will assist the Sales team and the Account Management team with questions and client issues for all product types, core and new. Coordination of client meetings either at the client site or Communication Solutions location will be conducted as required by service line. This position will interface with clients via email, phone and meetings to assist with the implementation process. Essential Duties & Responsibilities: € Manage all aspects of implementations and terminations, including meeting with clients on a regular basis via phone to track status of projects, coordinating any internal tasks and tracking progress weekly and monthly to ensure on time project go-live. € Manage projects that include cross functional ComSol team members and client staff members ensuring projects meet key milestones and plan for resource allocation. € Manage a proactive implementation process that encourages best practice development and sharing. € Perform client assessment pre-contract to identify client fit and key service recommendations Activities € Perform modified lean process evaluation of client's process when onboarding; key focus on client goals, streamline process and risk management. € Resolve, in a timely fashion, any customer complaints or issues as they relate to implementation. € Manage and track all client communications in ComSol's CRM database and build compliance and accountability for all related parties as they relate to implementations. € Develop project scope, goals and deliverables that support ComSol's and its client's goals for successful implementations. This includes medium to large scale project plans. € Be visible and active with customers including executive presence at on-site meetings when appropriate. € Perform quality reviews on the implementations including calls to clients and quality checks of work performed. € Provide project support for internal ComSol teams as required. € Meet with senior leadership and business owners on a regular basis to discuss project status. € Provide regular status reports and appropriate communication to both internal and external stakeholders. € Challenges & assists project team members in meeting project deliverables. Escalates as necessary. € Anticipate customer needs and proactively develop solutions to meet them. Responds to the needs of the business, department, team, and environment. € Recognize when to deviate from standards versus follow process. € Solve complex problems and develops innovative approaches or solutions. € Ability to provide explanations and information to others on the most complex of issues.
Position Requirements
Education equivalent to a bachelor's degree or the equivalent in related work experience. € Minimum of three or more years of service implementation experience; in addition, five or more years of project management experience in a healthcare environment is needed. € Demonstrates strong project management skills including the ability to manage cross functional and inter-company teams providing resource allocation, change management and strict milestone adherence. € Ability to define business requirements and understand IT requirements € Skill at process mapping for solving operational issues. € Technical aptitude, including knowledge of ComSol's call handling and telephony systems. € Competency in Microsoft Office products including Excel, Word and PowerPoint, MS Project € High degree of emotional intelligence & ability to conduct crucial conversations. € Superior analytical and forward-thinking skills € Good verbal and written communication skills € Demonstrated experience in representing and engaging with Senior Executive resources. € Understanding of business issues facing ComSol's clients. € Exceptional Customer Service and interpersonal skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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