Implementation Lead

Scope of the Role 

The Business Solutions Implementation Lead will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties.  

Performance Outcomes 

Implementation Management  

• Onboarding new clients 

• Develop implementation schedules and timelines 

• Prepare meeting presentations and document deliverables 

• Provide frequent status and progress reports through detailed project planning tools 

• Partner with customer to develop and implement employee communication strategy 

• Ensure appropriate and accurate system and contractual set-up  

• Participate in sales presentations when necessary  

• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members  

• Review various reports to ensure group accounts are up to date  

• Handle inquiries received by phone, fax, email, or mail  

• Should be able to handle sensitive group accounts and be able to prioritize  

• Provide support to internal departments regarding group inquiries  

• Build and maintain relationships with client and brokers 

Customer Support  

• Understand customer demands and expectations and meet these in a timely manner, always addressing any challenges or concerns the customer or associate may have regarding group business   

• Lead internal and external meetings 

• Answer incoming calls, make outgoing calls to investigate and correct errors   

• Stands as the point of contact for the clients and brokers 

• Other duties as assigned by leadership    

Education, Knowledge, and Experience 

• College Degree or extensive LegalShield knowledge, Preferred 

• 0-1+ years prior experience working in customer service 

• Employee Benefits and industry knowledge 

• Proficient in Word, Excel, and PowerPoint 

• Strong written and verbal communication 

• Excellent listening, negotiation, and presentation abilities 

• Adaptable and organized with ability to build rapport with customers   

• Requires an ability to handle multiple deadlines, provide a detailed-oriented, and analytical approach to daily duties and relationship building with a high degree of confidentiality.  

• An ability to handle multiple deadlines, while working independently and maintaining a high degree of attention to detail, organization, accuracy, and sense of urgency.   

• Requires an individual with a positive professional attitude who can work as a part of a team or individually.  

• Critical thinking and problem-solving skills   

• Proactive approach with a passion for service and an ability to thrive in a results driven environment 

• Requires the ability to work under pressure and quickly adapt to change 

FLSA Status 

Exempt

Physical Requirements/ Work Environment  

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. May be required to travel by airplane or car for day or overnight travel up to 5% of the time.