Implementation Manager - Remote

Overview

As the amount of biomedical data types and scale continues to grow, old ways of working with data hold back the pace of progress — fragmented data, overwhelming omics, complex manual work, analysis backlogs, friction in secure collaboration, and barriers to distributing workflows. We had a conviction about how to move us closer to a future of precision medicine by making it ten times faster and one-tenth the cost to generate knowledge, develop better treatments, and improve patient outcomes.

And so Manifold began its journey. We are a health research infrastructure company that enables researchers to focus on the high-impact research that matters most, by taking care of all the other stuff that gets in the way.

In Short

• 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 and 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 progress.
• Help evangelize a customer-centric culture within Manifold.

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.
• Excellent verbal and written communication skills.
• Skilled in navigating complex challenges and implementing effective solutions.
• Comfortable navigating an early-stage company; can be a nimble problem solver.
• Bachelor’s degree in a related field; additional certifications in project management are a plus.
• Familiarity with Jira, Zendesk, Pinpoint and Business analytics tools a plus.

Benefits

• Opportunity to work in a dynamic and innovative environment.
• Engagement in high-impact research projects.
• Collaboration with cross-functional teams.
• Professional development opportunities.
• Supportive company culture focused on customer satisfaction.