Solution Manager

SOLUTION MANAGER

The Opportunity

HealthEZ is seeking a proactive and detail-oriented Solution Manager to coordinate the full lifecycle of client needs that fall outside of our standard product offerings. This role is responsible for managing the who, what, why, when, and how of exception requests—ensuring they are clearly defined, thoughtfully evaluated, successfully implemented, and deliver upon the outcomes defined during the exception request evaluation. The ideal candidate will be a strong communicator and collaborator who thrives in a cross-functional environment and is passionate about delivering tailored solutions that meet client goals while supporting HealthEZ’s operational integrity.

Success in this role requires strong influence, business judgment, and the ability to drive outcomes through cross-functional teams without direct authority. The Solution Manager serves as the bridge between strategic discussion and operational execution, ensuring exception requests are translated into clear, deliverable solutions that support client, organizational, and operational objectives.

This role will report to the Director, Implementation and PMO and can be supported 100% remote based.

What you’ll do:

• Client Facing Product Guidance & Exception Coordination
  • Develop a strong understanding of HealthEZ’s products and services.
  • Participate in client meetings to support conversations where standard product offerings do not meet client needs (when engaged by Sales or Account Management).
  • Assist Revenue team members in defining the scope and rationale of exception requests.
  • Help revenue team members prepare clear, well-documented business cases for exception requests.
• Participate in Win Room meetings with executive leadership to evaluate exception requests and present recommendations on feasibility, potential pricing impacts, implementation considerations, risks, and alternative approaches. Own the progression of approved opportunities from executive discussion through solution development, stakeholder alignment, and implementation readiness.
  • Track and report results against business case assumptions.
• Cross Functional Planning and Documentation

• Lead cross-functional collaboration to assess the impact of custom solutions on people, processes, and systems. Facilitate stakeholder alignment, drive issue resolution, and ensure action items progress to completion.
  • Develop and maintain 1) Internal documentation to memorialize the solution and rationale, 2) External documentation to clearly communicate what HealthEZ is doing for the client, the client’s responsibilities, and any limitations.

• • Transition the documented plan to Implementation Managers and serve as a review and escalation point during implementation and ongoing support.

• PMO & Product Implementation Support
  • During periods of lower exception volume, lead strategic projects
  • When needed, serve as the Project Manager for the rollout of new HealthEZ products under the guidance of the Product Team and PMO.
• Voice of Customer Insights

• Track and analyze exception request trends to identify recurring client needs, broker feedback, market demands, and product gaps. Translate insights into actionable recommendations for Product, Operations, and organizational leadership.
• Share insights with the Product team to inform future product development and strategic planning.

Leadership and Growth Expectations

Successful Solution Managers:

• Demonstrate ownership of outcomes, not just assigned activities.
• Influence stakeholders through partnership, credibility, and effective communication.
• Navigate ambiguity and drive clarity across teams.
• Balance the needs of clients, operational partners, leadership, and the broader organization.
• Exercise sound business judgment when developing recommendations and solutions.
• Contribute to the ongoing maturity of the Solution Management function.

Opportunities for expanded responsibility, initiative leadership, mentorship, and functional leadership will be based on business need and demonstrated capability.