Team Lead, Implementation – Client Support

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🔥 8 minutes ago

🏈 Alabama – Remote

🏈 Alabama – Remote

⏰ Full Time

🟠 Senior

📁 Client Services

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The SSI Group

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2006

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

The SSI Group is a boutique headhunting and recruiting agency with over a decade of experience. SSI specializes in recruitment, executive search, talent management, talent acquisition, and HR transformation. They serve premier clients globally across Asia Pacific, Middle East, Europe/CIS, and the Americas. SSI emphasizes deep research capabilities, a vast international candidate network, and close partnerships with client in-house teams to deliver a complete employer experience and fill challenging, critical roles.

📋 Description

• Serve as a key team member in supporting new activity and expansions • Serve as the primary escalation point for complex client inquiries, concerns and operational issues • Ensure timely and accurate resolution of support requests across all channels • Coordinate onboarding activities for new providers, departments and client locations • Serve as the primary operational contact during provider implementations and expansion initiatives • Facilitate provider training, workflow reviews and readiness assessments prior to launch • Track onboarding milestones, project deliverables, risks, dependencies and action items • Partner with Product and Technology to ensure successful implementations • Monitor provider engagement following launch and proactively address barriers to success • Support ongoing relationship management activities for newly launched providers and departments • Participate in implementation planning, launch meetings and operational readiness reviews • Assist senior leaders with reporting and analysis • Act as SME for onboarding and client experience best practices • Support change management initiatives and operational enhancements • Lead, coach and develop Patient Support Specialists • Conduct regular one-on-ones, coaching sessions and performance reviews • Identify skill gaps and implement performance improvement plans as needed • Assist senior leaders with recruiting, hiring, onboarding and training new employees • Foster an environment of Support, Engagement and Accountability (SEA) • Recognize and reward performance while addressing concerns promptly and effectively • Perform other job-related duties as assigned • Participate in cross-functional meetings and go-live activities

🎯 Requirements

• Excellent customer service and relationship management skills • Strong verbal, written and presentation communication abilities • Good problem-solving skills • Ability to work under pressure and prioritize