Implementation Manager

Summary

Join Manifold, a health research infrastructure company, as an Implementation Manager. You will be a crucial member of the delivery team, managing customer implementations, driving product adoption, and providing high-quality support. This role requires strong project management skills, a customer-centric mindset, and the ability to collaborate effectively with cross-functional teams. The ideal candidate has 4+ years of project management experience in a SaaS environment. You will be responsible for managing projects, collaborating with customers, developing project plans, implementing strategies to enhance customer satisfaction, and providing support. This position offers the opportunity to contribute to a growing company and make a significant impact on the healthcare industry.

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

Responsibilities

• 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 to collaborate with product, engineering teams and ensure successful implementation
• Develop and maintain key artifacts such as: project plans, set milestones, and manage timelines in alignment with the product development team
• Implement strategies to encourage product adoption and enhance customer satisfaction
• Work with internal teams (sales, product) to ensure a smooth transition from sales to implementation; outline key customer requirements and commitment for the product roadmap
• Provide customer support, including assisting with support queue management, triaging product issues with appropriate teams, and customer communications
• Assist in scaling Manifold’s developing support function through metric tracking and analysis, enhancing standard operating procedures, developing internal and customer enablement materials, and improving reporting
• Create and deliver project status reports and customer health insights to stakeholders, surfacing risks, mitigation plans, and progress
• Assist in preparing quarterly account reviews, focusing on implementation and user adoption progress, metrics, and risks
• Assist in building out repeatable playbooks and strategies to provide customers a delightful experience and reduce time-to-value for implementation
• Help evangelize a customer-centric culture within Manifold, ensuring customer satisfaction and long-term success

Preferred Qualifications

• Additional certifications in project management or related areas
• Familiarity with Jira, Zendesk, Pinpoint and Business analytics tools