Job Description

The Sr. Manager, Client Integration Change Management role is a critical leadership role responsible for the customer, partner, and patient experience in a multi-year, enterprise-wide Epic transformation. This leader will design, execute, and govern the client change management strategy, with a primary focus on assessing, aligning, and articulating client impacts, and guiding external stakeholders through technology and business transitions and enhancements. They will partner with a cross-functional team to ensure adoption, high utilization, and proficiency with the new clinical and operational technology systems and associated business processes. This hands-on change agent will focus specifically on providing the technical assessment of change and strategic counsel for change activities to minimize disruption, maximize readiness, and enable new ways of working for clients and client-facing teams. This role requires a collaborator who balances strategic focus with detail-oriented execution and who has experience in customer/external-facing change management for large-scale technology deployments and transformation initiatives.

The Sr. Manager is largely remote but must reside within the Northeast. Travel will be up to 25%.

Responsibilities

• Design and execute a comprehensive, client and client-facing team change management strategy utilizing Change Management models such as ADKAR encompassing change impact assessments, stakeholder analysis and engagement, resistance management, readiness assessments, and training. Ensure the change plan directly supports the broader strategic goals of Project Nova while respecting diverse client needs.
• Serve as the central point of contact for balancing the needs of internal program teams and external client stakeholders. Proactively identify and resolve conflicting demands to ensure client concerns are addressed without derailing the master timeline.
• Conduct rigorous change impact and stakeholder analyses to anticipate the effects of the transformation on various client segments. Proactively identify and develop targeted countermeasures for areas of potential resistance or risk.
• Work across the technology transformation program team to compile, understand and assess all changes that will directly affect various client types in a formal Change Impact Assessment and Stakeholder Analysis.
• Build and deploy holistic, thoughtful engagement plans that leverage cross-functional partners e.g. Communications, Training, Marketing, Commercial. Establish and monitor adoption metrics, satisfaction scores, and proficiency levels post-go-live, adjusting interventions as needed
• Maintain inventory of changes across stakeholder groups and establish feedback loops to ensure accuracy as project develops and leverage learnings through deployment waves.
• Establish and monitor adoption metrics, satisfaction scores, and proficiency levels post-go-live, adjusting interventions as necessary.
• Collaborate on transparent internal and external communications to build awareness, maintain engagement, manage expectations and ensure stakeholder alignment.
• Proactively identify risks or areas of potential resistance and develop targeted countermeasures. 
• Build, train, and manage a network of client-facing change champions. Use compelling arguments and tailored messaging to gain buy-in and active commitment from key influencers and decision-makers within client organizations.
• Tailor all change management activities including communication, training, and support levels to the specific needs, scale, and readiness of different clients.

Qualifications

Required:

• 10+ years of experience in Change Management or Program Management within large, complex organizations
• Minimum 5 years of direct, hands-on leadership for specifically externally-facing change management of multi-faceted technology implementations, and proven ability to manage change across multiple customer types and geographies
• Certification and expert proficiency in organizational change methodologies (e.g., ADKAR, Prosci)
• Demonstrated ability to influence senior executives and exceptional communication (written and verbal), presentation, and interpersonal skills

Preferred:

• Fluency in process improvement methodologies (Lean, Six Sigma)
• Master’s degree in Organizational Development, Business Administration (MBA), or a relevant advanced degree
• Project Management Professional (PMP) or equivalent certification (e.g., PgMP)

Education:

• Bachelor’s degree in Business Administration, Industrial & Organizational Psychology, Human Resources, or a related field (Required)
• MBA, Master's degree (Preferred)

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