Implementation Manager

February 20

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

🦅 H1B Visa Sponsor

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Manifold

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Manifold is a company that provides a fully integrated suite of data collection, analysis, and collaboration tools purpose-built to accelerate scientific research. It specializes in connecting siloed clinical and multi-omic data, automating data transformation, and facilitating secure collaboration in cancer and rare disease research. Manifold's solutions, such as the Cancer Observational Study and Cancer Center Biobank, streamline data management for research organizations, enabling them to manage cohort studies, patient registries, and biospecimen data effectively. Trusted by leading research organizations, Manifold aims to enhance the accessibility and usability of multimodal data to accelerate cancer research.

Machine Learning • Artificial Intelligence • Healthcare • Life Sciences

51 - 200 employees

⚕️ Healthcare Insurance

🔬 Science

🧬 Biotechnology

📋 Description

• Project manage customer implementations by coordinating tasks, managing risks, and ensuring successful project delivery. • Collaborate with customers to understand definitions of success, capture technical and workflow requirements, translate them into actionable project plans and deliverables. • Develop and maintain key artifacts such as project plans, set milestones, and manage timelines. • Implement strategies to encourage product adoption and enhance customer satisfaction. • Work with internal teams to ensure a smooth transition from sales to implementation. • Provide customer support, including assisting with support queue management, triaging product issues. • Assist in scaling Manifold’s developing support function through metric tracking and analysis. • Create and deliver project status reports and customer health insights to stakeholders. • Assist in preparing quarterly account reviews, focusing on implementation and user adoption. • Assist in building out repeatable playbooks and strategies to provide customers a delightful experience. • Help evangelize a customer-centric culture within Manifold, ensuring customer satisfaction.

🎯 Requirements

• 4+ years of experience in customer experience, customer implementations and/or operations within a SaaS environment. • Strong ability to manage multiple projects and priorities, with experience in utilizing project management tools and frameworks. • Excellent verbal and written communication skills, with a talent for building relationships with customers and internal teams. • Skilled in navigating complex challenges and implementing effective solutions. • Comfortable navigating an early-stage company; can be a nimble problem solver while seeking to build and scale repeatable processes. • Bachelor’s degree in a related field; additional certifications in project management or related areas are a plus. • Familiarity with Jira, Zendesk, Pinpoint and Business analytics tools a plus.