Client Services Project Manager

US-FL-Orlando | US-MN-Minnetonka | US-FL-Orlando
2 months ago
Job ID
2017-1167
# of Openings
1
Category
Customer Service/Support

Overview

Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).

 

The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.

Responsibilities

 

The Project Manager is responsible for leading projects within the Client Services department. This position is client-facing and the individual will work closely with multiple stakeholders across all departments. The Project Manager is responsible for ensuring that projects are completed on time, to specification and of high quality. The Project Manager will be expected to lead both internal and external meetings, drive and develop the project schedule, lead requirements gathering, own the communication plans, identify and manage risks, and be the overall project leader.

 

 

ESSENTIAL FUNCTIONS:

 

Responsibilities

  • Project and Client Specific Planning
    • Drive projects execution from inception through delivery and support hand-off.
    • Identify and manage necessary resources and ensure they are assigned, engaged and know their roles and responsibilities.
    • Partner with team members and remove any obstacles blocking their success.
    • Develop and maintain project artifacts and conduct regular reviews to ensure all participants are aware of progress and roadblocks.
    • Distribute work to appropriate team members based on priorities and due dates.
    • Manage and minimize team exposure to shifting priorities.
    • Own client remediation projects and see them through successful completion.
  • Project Communications:
    • Lead client calls regarding project status.
    • Participate in weekly reporting to ReedGroup leadership on project status.
    • Escalate critical unresolved issues, including recommendations for resolution.
    • Communicate clearly and frequently to the development team, to stakeholders, to Executives and to Clients as appropriate.
    • Adhere to ReedGroup’s Change Management process.
  • Process and Programs:
    • Advocate and enforce best practices in your own work and with your team.
    • Exchange best practices and lessons learned with other team members. Identify areas in need of improvement and take actions to bridge the gap.
    • Hold team members accountable for their deliverables and ensure quality deliverables.
  • Customer Satisfaction:
    • Take a proactive stance in all communications with the customer.
    • Ensure project deliverables meet or exceed client expectations and business needs.
    • Consistently present a timely and professional response to all customer issues.

Qualifications

  • Bachelor’s Degree and at least 3-5 years of increasingly responsible Project Manager experience.
  • Demonstrated success in driving projects from initiation to completion.
  • Previous experience managing multiple complex, multi-component priorities.
  • Demonstrated success managing shifting priorities with limited resources.
  • Proven ability to stack rank, adjust resources and distribute tasks.
  • Strong communications skills to all levels of the organization and client-facing.
  • Provides guidance, support and mentoring to all team members as needed

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