Implementation Success Manager

DXC Technology · United States

Job Description: We are seeking an experienced, results-driven Implementation Success Manager – Insurance to lead complex client implementations and ensure successful adoption, delivery, and long-term client outcomes across our insurance and benefits technology solutions. This role is ideal for a strategic implementation leader who understands the complexities of insurance, benefits administration, data management, integrations, and enterprise technology deployments. The Implementation Success Manager will serve as a trusted advisor to clients and an internal leader across Project Management, Consulting, Product, Engineering, Data, Integrations, Payroll, and Operations. The successful candidate will bring a strong combination of program management discipline, insurance industry expertise, client relationship management, and operational leadership. This individual will be accountable for maintaining implementation quality, managing risk and dependencies, driving executive-level governance, and ensuring clients achieve measurable business value from their technology investment. Key Responsibilities Client Implementation & Delivery

• Lead and oversee multiple concurrent mid-market and enterprise implementations from initial planning through go-live and transition to ongoing client success.
• Establish implementation strategy, governance models, milestones, success criteria, and executive communication plans.
• Drive delivery against scope, timeline, budget, quality, and client satisfaction objectives.
• Serve as a senior escalation point for complex implementation issues and cross-functional dependencies.
• Identify risks early and develop mitigation strategies to protect implementation outcomes.
• Ensure appropriate transition from implementation into production support and long-term client success.

• Build trusted, strategic relationships with client executives, operational leaders, carriers, brokers, payroll providers, and technology partners.
• Conduct executive business reviews and implementation health assessments.
• Establish and monitor client success metrics, including delivery performance, adoption, satisfaction, operational readiness, and retention indicators.
• Proactively identify opportunities to improve the client experience and expand the value delivered through the platform.
• Partner with Sales and Account Management on client communications, renewals, expansions, and strategic opportunities.

• Apply knowledge of benefits administration, insurance operations, employee benefits, plan structures, eligibility, payroll, data management, and related technology processes.
• Understand the complexities of insurance and benefits implementations, including data migration, configuration, integrations, EDI, API, SSO, and payroll connectivity.
• Translate business and industry requirements into actionable implementation strategies.
• Ensure implementation practices support applicable regulatory, security, compliance, and business continuity requirements.

• Manage implementation portfolios and provide visibility into overall program health, resource requirements, risks, dependencies, and financial performance.
• Establish consistent project management standards, KPIs, reporting, and governance processes.
• Lead cross-functional teams across project management, consulting, configuration, data, integrations, product, engineering, and client operations.
• Monitor resource utilization and capacity while ensuring teams remain aligned to critical implementation priorities.
• Drive continuous improvement initiatives that increase implementation efficiency, scalability, quality, and predictability.

• Identify opportunities to automate and streamline implementation processes.
• Leverage data, analytics, AI-enabled tools, and workflow automation to improve delivery efficiency and configuration accuracy.
• Establish repeatable implementation methodologies, playbooks, and best practices.
• Analyze implementation performance and use metrics to drive corrective actions and continuous improvement.
• Promote a culture of accountability, collaboration, transparency, and client-centric delivery.

• High percentage of implementations delivered on time, on budget, and within agreed scope
• Strong client satisfaction and Net Promoter Score (NPS)
• Successful client adoption and transition to production
• Reduction in implementation risks, escalations, and rework
• Improved implementation efficiency and operational scalability
• Strong client retention and long-term relationships
• Consistent executive-level governance and communication
• Successful cross-functional collaboration across internal and external teams.

• Bachelor’s degree or equivalent professional experience.
• 7+ years of experience in implementation, program management, project management, consulting, client success, or related roles.
• Experience leading complex technology implementations within insurance, benefits administration, HR technology, payroll, or a related industry.
• Demonstrated experience managing multiple concurrent enterprise implementations.
• Strong understanding of implementation lifecycles from sales/contracting through configuration, testing, data migration, integration, go-live, and transition to production.
• Proven ability to manage senior-level client and internal stakeholders.
• Experience leading cross-functional teams and managing complex dependencies.
• Strong understanding of data migration, integrations, EDI/API, SSO, payroll, and application configuration.
• Demonstrated ability to identify and resolve implementation risks and issues.
• Excellent written, verbal, presentation, and executive communication skills.
• Strong analytical and problem-solving capabilities.

• Experience with benefits administration platforms or insurance technology.
• Experience working with carriers, payroll providers, brokers, employers, or benefits technology vendors.
• Experience with enterprise SaaS implementations.
• Familiarity with Agile methodologies and modern project management practices.
• Experience with Jira, Confluence, Microsoft Project, Smartsheet, Power BI, Salesforce, or similar platforms.
• Knowledge of SOX compliance, business continuity, data governance, or other regulated-environment requirements.
• Experience implementing process automation or AI-enabled workflow improvements.