Implementation Manager

Summary

Join Invert's Customer Experience (CX) team as a founding member, ensuring customer success with Invert's software. Lead customer implementations, driving technical discovery, integration, onboarding, and training. Foster long-term customer engagement and adoption, maximizing platform value. Provide hands-on support, troubleshoot issues, and deliver training. Capture customer feedback to improve the product and advocate for customer needs. Collaborate with Product, Engineering, and Sales teams for seamless customer experiences. Leverage your deep understanding of bioprocessing science to support customers and communicate effectively.

Requirements

• You deeply understand the science of bioprocessing, including both upstream and downstream processes, to effectively support customer needs and speak their language
• You are able to discuss scientific and technical concepts with customers to ensure successful implementation
• 5-7 years in customer experience - either software implementation, customer success, or account management, ideally in SaaS focused on biotech, life sciences, or another technical domain
• Minimum of a B.S. in a STEM major
• Strong action bias and problem-solving mindset
• Ability to quickly grasp complex technical domains
• Comfort with ambiguity and changing priorities
• Strong communication and stakeholder management skills
• High degree of curiosity and eagerness to improve customer experience

Responsibilities

• Lead Customer Implementations: Driving the implementation of Invert software, including technical discovery, integration setup, onboarding, and training
• Long Term Customer Engagement & Success: Working closely with customers to ensure they fully adopt Invert and maximize the value of Invert’s platform for them and their teams
• Customer Support: Providing hands-on support to customers, troubleshooting issues, and delivering training
• Product Feedback & Advocacy: Capturing customer feedback to improve the product, being the voice of the customer to product and engineering, and fostering customer champions
• Cross-Functional Collaboration: Working closely with Product, Engineering, and Sales to ensure customers have a seamless experience

Preferred Qualifications

Prior startup experience is a plus

Benefits

• High-growth startup with impactful work
• Fully remote, distributed across US and European time zones
• Competitive salary, equity, and benefits
• New laptop, monitor, and accessories of your choice
• Frequent team off-sites
• Unlimited PTO