About Patra:
Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.
Core Duties:
The Implementation Consultant (IC) is the critical professional responsible for initiating a client engagement and ensuring a successful launch and operational handoff. You are the "boots-on-the-ground" expert who takes a client’s vision from concept to practical reality.
Your ultimate responsibility is to plan and execute the rapid, high-quality implementation of client solutions that drive adoption and maximize impact for our Clients and Patra.
You will own a portfolio of implementation projects, serving as the lead orchestrator during a client’s transition phase. You are responsible for making the projects operational. You will translate a deal’s “end state” into a project plan, drive deliverables, and align internal and external stakeholders to ensure a rapid, successful launch. This role is the single source of truth for communication, data, and reporting during the transition phase.
Core Responsibilities
- Lead Project Execution: Own and manage the complete implementation project plan, from kickoff to closure. Define, track, and obtain consensus from both the client and internal teams on timelines, milestones, project scope, and communication strategies.
- Manage Client Onboarding: Serve as the main point of contact for clients during their onboarding process. Lead kickoff meetings to establish clear expectations, communicate requirements and dependencies, and offer guidance to the client’s team throughout the project, including all operational setup and training. Support client stakeholders through the change management process by helping them manage internal resistance and achieve organizational alignment, ensuring that the solution is fully adopted rather than simply installed.
- Drive Operational Readiness: Develop and ensure mutual alignment on Standard Operating Procedures (SOPs), train and enable internal teams on SOPs (including APAC-based staff) and engage technical specialists to ensure all system configuration is complete.
- Lead Transition to Operations: Manage the formal handover from the implementation phase to client account management and Operations, ensuring all documentation is complete, contractual milestones are understood, and the client is operationally ready.
- Manage Scope & Risk: Proactively identify, document, and mitigate project risks. Manage any scope creep and escalate critical issues to ensure project timelines are met.
Secondary Responsibilities
- Process Improvement & Feedback: Channel feedback from implementations back to the Growth, Sales Solution Architecture, Client Experience, and Operations teams to improve solution design, SOW accuracy, and delivery playbooks.
- Develop Delivery Assets: Create and maintain standard project plans, training materials, and implementation documentation to improve the efficiency and consistency of future projects.
- Identify Expansion Opportunities: While working with the client, identify potential needs or pain points that could lead to new growth opportunities and pass them to client account management teams.
Key Performance Indicators
Your success will be measured by your ability to deliver a rapid, impactful, and high-quality client experience that supports operational success:
- Rapid and Impactful: Accuracy of Projected Annual Recurring Revenue (PARR) and in-year realization of PARR.
- Operational Readiness: Accuracy and completeness of SOPs, successful team enablement, and quality of handoff to Operations.
- Risk & Scope Management: Effectiveness in anticipating, mitigating, and resolving issues.
- Client Satisfaction (CSAT): Based on client feedback post-implementation.
You will be expected to understand, monitor, and analyze these KPIs, using them to track success and identify corrective actions as appropriate.
Qualifications & Experience:
Required (Must-Haves)
- Exceptional project management skills: Highly organized, methodical, and able to manage multiple moving parts to ensure a high-quality result.
- Experience in a client-facing implementation consultant, project management, or technical onboarding role (3+ years).
- Proven ability to manage complex B2B projects, ideally in a professional services, financial services, or Insurtech environment.
- Direct, hands-on experience in Employee Benefits insurance. including exposure to benefit plan administration, client servicing, and carrier coordination.
- Strong client-facing communication skills: Ability to build trust, manage expectations, and train diverse stakeholders.
- A highly collaborative, cross-functional mindset to balance client demands with internal operational considerations.
- A "hands-on" problem solver who can navigate business challenges.
Preferred (Nice-to-Haves)
- Relevant insurance industry certifications. Experience with insurance industry-specific software.
- PMP or other project management certification. Experience with common project management tools and platforms.
- Proven experience working with global or offshore teams (APAC-based a strong plus).
Role Context
- Level: Individual Contributor
- Decisions drive implementation momentum and shape the client experience by coordinating project plans, managing expectations, and designing processes that ensure a reliable transition into ongoing service.
- Travel: As needed for relationship coverage and governance cadences
- Location: Remote
Working Conditions
- Work from home remotely in United States only
- Minimum internet speed of 6 mbps download and 3 mbps upload; Directly connected to modem; No satellite
Compensation
- Competitive Salary / Benefits / PTO
Physical Requirements*
- Constantly perform desk-based computer tasks
- Frequent sitting
- Occasionally stand/walk, writing by hand, use of telephone, lift/carry/push/pull objects that weigh 11-20 pounds
- Sort/file paperwork, rarely twist/bend/stoop/squat
* Consistent with its obligations under the law, the Patra Corp will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Work Standards
- Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
- Promotes Culture of Respect and Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned
- Subject to and expected to comply with all applicable Patra Corp policies and procedures
Equal Employment Opportunity:
Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.
