The Implementation Specialist is responsible for on boarding clients who come to us through a new Partner Agency, collaborating with the Implementation Manager to effectively manage the day-to-day partner relationship throughout the implementation process, and ensuring a thorough hand-off to the Client Manager who will manage the partner and client relationships going forward. The purpose of the SIM is to learn how you might creatively and effectively solve problems while balancing key stakeholder needs. 1. Relationship Management: Describe a complex client- or partner-related escalation you managed to a successful outcome. Consider including details on some of the following areas: ○ Credibility: How did you build trust with the client / external stakeholder? ○ Problem Solving: What major problems did you encounter? How did you solve those problems? ○ Risk Management: (If applicable) How did you prioritize the different levels of issues that arose from the escalation? What mitigation strategies did you utilize? ○ Communication: How did you keep the external client and internal support team (if applicable) updated on progress and next steps? ○ Resolution: How did you resolve the escalation and ensure that it wouldn’t arise again?