Client Implementation Manager

Principal Duties & Responsibilities:

• Event Planning:
  • Responsible for the flawless execution of scheduled events for assigned client accounts within budget and time.
  • Exhibits strong understanding of the client (industry, culture, execution expectations, financial calendar, travel
    requirements, dietary requirements, etc.).
  • Secures resourcing and scheduling for all phases of the project (people, facilities, vendors, hotels, materials)
    within budget.
  • Develops event implementation plan, schedule and reviews with the delivery team for alignment.
  • Monitors and tracks event milestones and deliverables
  • Supports in preparing program materials and deliverables (e.g. client reporting)
  • Communicates regularly to event delivery team regarding updates outlining status against milestones & budget.
  • Partners with client as needed to develop an event level communication plan as needed (e.g., welcome letters,
    pre-work letters, logistics, etc.).
  • Manages the execution of event registrations, pre-event activities, learning platform activation, assessment
    tracking and follow-up (as needed).
  • Responsible for the timely entry of event level data into required CCL systems. Maintain and updated regularly
    to ensure accurate enterprise reporting (financial, logistics, and more).
  • Reports progress and facilitates discussions with project team and client engagement team to identify and
    resolve issues and mitigate risks.
  • Supports client advisory team for set-up and implementation of new won business.
  • Facilitates the work of assigned Client Implementation Associate to ensure process compliance and a success
    execution of client expectations, and may act as back up as needed.
  • Responsible for event closing activities to include event evaluation, delivery team debrief, client debrief, and
    other actions as needed. Provide summary update to appropriate Client Engagement Director/Manager and
    Client Advisor as required.
• Financial Management:
  
  • Create event level budgets. Monitors budget and notifies team when margin target is at risk and adjustments
    are required.
  • Responsible for executing events with healthy contribution margins that meet established expectations and
    KPIs.
  • Responsible for financial closing activities to include expense reconciliation, client invoice, and other actions as
    needed.
    Specific Knowledge, Skills & Abilities Required:
  • Business & Financial Acumen: Understands event financials, analysis, and performance metrics; is able to
    analyze and reconcile financial variances; knows and understands how to drive client value; is able to prioritize
    the work; balances decisions around client need, internal needs, and account margins.
  • Process Discipline: Understands process as critical to ease of execution, client satisfaction, and innovation. Is
    conscious of the processes; holds team accountable to process; reports process conflicts and/or issues; is
    accountable for the results of their actions (good or bad); take ownership to shows others that they can trust
    you to do the right thing.
  • Critical Thinking & Sound judgement: Uses logic and reasoning to identify the strengths and weaknesses of
    alternative solutions, conclusions or approaches to problems. Knows when to ask for help or clarify
    assumptions. Identifies and implements solutions to problems.
  • Communication Skills: Listens, speaks, and writes clearly and consistently for maximum impact. Ability to
    influence and diplomatically advocate a point of view with both internal and external customers when situation
    requires a strong voice. Ability to say no when appropriate.
  • Client Focus: Creates a “customer first” environment to ensure a superior clients experience; understands
    without clients there is no CCL; anticipates client's needs and issues and can prioritize appropriately; builds a
    strong professional relationship with the client; provides timely communication and relevant information to
    meet client needs.
  • Learning Agility: Seeks out experiences that may change perspective or provide an opportunity to learn new
    things; enjoys experimentation, being curious and effectively dealing with the discomfort of change; pursues,
    responds to and uses feedback; views failures and mistakes as an opportunity to learn; focuses on what is
    possible, removes barriers; is persistent, focused, patient, and respectful even during stressful situations
  • Digitally Savvy: Uses information in various digital formats effectively and efficiently to perform job tasks;
    evaluate the quality, relevance, usefulness, validity, and applicability of digital information; interpret, analyze,
    summarize, compare digital information.
  • Virtual Leadership: Good interpersonal skills; ability to articulate clear expectations and ensure team alignment;
    commitment to regular and meaningful communication; willingness to invest in relationships; patience; grant
    and engender trust easily, create actionable meetings, leverages technology to create connections; collaborative
    culture builder.
  • Risk Management: Thorough at identifying potential risks or risk analysis for probability of occurrence; working
    knowledge at risk elimination or reduction strategies to monitor risks and expert with risk management
    strategies
  • Negotiation: Good negotiation skills that lead to each side sensing some satisfaction and feeling of a “win”
    situation.

Education and Experience:

• Bachelor’s degree required. Master’s degree preferred.
• Requires 3-5 years of project/program management experience.
• Strong skills in Microsoft suite applications (Word, Excel, PowerPoint, MS Teams) required.
• Strong skills Virtual Meeting platforms (Zoom, WebEx, Microsoft Skype for Business, etc.) required.

Extensive knowledge of the project/program management. Program Management Professional (PgMP)® or
Project Management Professional (PMP)® certifications preferred.
Other Requirements/Experience:

• Some travel may be required, primarily to CCL various physical locations and select client sites.
• Depending on the region of support, the ability to speak and write in other languages may be required