Client Implementation Associate

Job Title: Implementation Specialist

Position Summary:

The Implementation Specialist is responsible for deploying, configuring, and integrating software solutions for Convey Health Solutions’ clients. This role ensures successful implementation, adoption, and optimization of products by collaborating with internal teams and clients. The Implementation Specialist manages data requirements, provides production support, maintains comprehensive documentation, and helps clients optimize member engagement through our product offerings.

Essential Duties and Responsibilities:

Project Planning and Management:

• Develop detailed implementation plans, timelines, and milestones to guide deployments from start to finish.

• Coordinate with clients and internal teams to ensure all tasks and deadlines are met, ensuring smooth project delivery.

Client Needs Assessment:

• Work closely with clients to understand their specific needs and workflows.

• Tailor product implementations to align client expectations with system capabilities, including user experience of the rewards portal.

System Configuration:

• Configure software systems based on client requirements, including data mapping, user roles, system parameters, and reward structures.

• Customize client rewards and incentive programs.

• Collaborate with developers to adapt member interfaces and portals based on configuration priorities.

User Training and Go-Live Support:

• Provide comprehensive training to client teams to ensure effective use of new systems.

• Offer hands-on demonstrations and ongoing support during implementation.

• Deliver dedicated go-live support, addressing issues during the transition to new systems.

Troubleshooting and Technical Support:

• Resolve technical challenges during implementation and post-implementation phases.

• Serve as the point of contact for clients experiencing system difficulties, troubleshooting and providing solutions.

Change Management and Documentation:

• Assist with change management processes, helping clients transition to new systems.

• Maintain detailed implementation documentation, including client-specific configurations, system setups, and business rules.

• Keep internal teams informed with up-to-date technical documentation on processes, schemas, rules, and exceptions.

Collaboration and Feedback:

• Work with product and operations engineers to optimize data ingestion, system configurations, and validation checks.

• Provide client feedback to development teams to enhance product features and functionality.

Defect Management and Quality Assurance:

• Assist with defect management and root cause analysis for issues related to data ingestion, staging, and validation.

• Participate in quality assurance activities to ensure the system meets client requirements.

Reporting and Documentation:

• Produce client-facing reports summarizing implementation progress, issues, and resolutions.

• Maintain Jira tasks to track progress on all implementation and production support activities.

Education and Experience Requirements:

• Bachelor’s degree in Data Science, Computer Science, Information Systems, or a related field.

• Minimum of 2 years of experience in technical implementation of software products.

• Experience implementing software solutions, preferably in rewards/incentives or healthcare-related products.

• Strong knowledge of system configuration and integration processes.

• Experience with user experience for consumer-facing products.

• Excellent troubleshooting, problem-solving, and technical support skills.

• Ability to manage multiple projects and meet deadlines.

• Strong communication skills to collaborate with clients and internal teams.

• Experience with client training and go-live support.

• Familiarity with Jira or similar project management tools.

Preferred Qualifications:

• Experience with member activation and engagement solutions.

• Understanding of consumer-facing product