Implementation Consultant

The Implementation Consultant (IC) is a critical professional responsible for initiating client engagements and enabling successful launch and operational handoff. You serve as a “boots-on-the-ground” expert, translating a client’s vision for property and casualty account servicing support into practical, effective solutions. 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 contribute to a portfolio of implementations as a key partner during a client’s transition phase. You are responsible for helping make solutions operational across retail and wholesale service environments, including policy checking, certificate issuance, renewal prep, statement posting and reconciliation, by translating a deal’s “end state” into clear process designs and comprehensive documentation. This role owns process documentation, leads process training, and supports effective solution configuration and installation, while collaborating with stakeholders on requirements, data, communication, and reporting to enable successful client outcomes.

Quantitative Measurements

• Client satisfaction for retail brokerage and accounting services implementations

• PARR accuracy
• PARR realization in year

Core Responsibilities * Implementation Execution: Translate requirements into process designs and support solution configuration aligned to client needs. Collaborate with stakeholders on scope, milestones, and deliverables while owning process documentation, facilitating training, and enabling effective solution installation and adoption.

• Manage Client Onboarding: Act as the primary point of contact for retail and wholesale services clients during onboarding. Lead kickoff meetings, set clear expectations, communicate requirements and dependencies, and provide clear guidance to the client’s team throughout the project. Coach client stakeholders through the change management process, helping them navigate internal resistance and organizational alignment to ensure the solution is fully adopted, not just 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 and workflow dependencies are complete.
• Lead Transition to Operations: Manage the formal handover from implementation to client account management and Operations, ensuring all documentation is complete, workflows are understood, contractual milestones are aligned, and the client is operationally ready.
• Support Scope & Risk Management: Maintain awareness of scope and proactively identify, document, and escalate risks or issues that may impact timelines or outcomes. Collaborate with stakeholders to address impacts and reflect changes in process design, documentation, and solution implementation.

Secondary Responsibilities * Process Improvement & Feedback: Channel feedback and lessons learned from implementations back to Sales, Solution Architects, Client Experience, and Operations teams to improve solution design, SOW accuracy, delivery playbooks, and workflow documentation.

• Contribute to Delivery Assets: Develop and continuously enhance standard delivery assets, including process documentation, training materials, and implementation resources. Collaborate to improve consistency, scalability, and effectiveness of solution delivery, ensuring assets support successful installation, adoption, and long-term client outcomes.
• Identify Expansion Opportunities: While working with the client, identify potential needs or pain points that could lead to new growth opportunities and share them with the client account management teams.

Key Performance Indicators Your success will be measured by your ability to deliver a rapid, impactful, and high-quality experience:

• 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.
• 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.

• Direct, hands-on experience in property and casualty policy servicing workflows within an agency, broker, wholesale, or carrier environment, as well as insurance accounting, operations, Insurtech, financial services, or business process management; familiarity with agency management systems, accounting platforms, workflow tools, and other insurance-specific technologies.
• 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, technical onboarding, employee benefits administration, or insurance operations (retail and wholesale) role.

• Proven ability to manage complex B2B projects, ideally in retail or wholesale insurance operations, accounting services, professional services, financial services, Insurtech, or business process outsourcing environments.
• 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):

• 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)., * 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.

Patra is an outcome-focused operating partner working exclusively for the insurance industry. Combining expert global teams, process intelligence, and purpose-built technology, Patra delivers measurable results to clients. With 20 years of deep domain expertise, exceptional client retention rates, and significant sustained investment in AI, Patra partners with agencies, brokers, MGAs, MGUs, and carriers to transform how insurance operations are delivered.