Implementation Manager

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.

About The Role

Manifold seeks a customer-oriented Implementation Manager with strong project management skills and a passion for continuous innovation. This role is ideal for a dynamic leader adept at building strong client relationships, guiding project teams, and delivering exceptional value throughout the entire delivery lifecycle. The Implementation Manager at Manifold will play a crucial role on the delivery team, managing customer implementations, driving product adoption, enabling end users, and providing high-quality customer support. The ideal candidate has 4+ years of project management experience, a customer-centric mindset, and the ability to collaborate effectively with cross-functional teams.

What You’ll Do:

• 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.

What You'll Bring:

• 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.