Implementation Manager

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Reports to: Director of Implementation, Kerry Shields

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Location: Boston or Remote

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Manifold is grounded in a deep conviction about the future of medicine, a future in which the care for your loved one is tailored to them, not one-size-fits-all, and is informed by the care of every patient that came before. Manifold builds a next-gen clinical research platform for cancer, powered by AI. Manifold’s solutions are now in use at world-renowned institutions and cutting-edge innovators. We are ready to scale and serve more customers.

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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.

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What You’ll Do:

Customer Implementation:

• 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.

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Customer Relationship Management:

• Establish strong relationships with key stakeholders and users, fostering trust and being the day-to-day face of Manifold.
• Serve as the primary point of contact for customer inquiries, user enablement, and issues.
• 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.

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Customer Support

• 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.
• Identify areas for improvement and execute on changes to drive efficiency and increase customer satisfaction.

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Delivery Reporting and Strategy:

• 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.
• Utilize data-driven insights to evaluate implementation, support and product adoption metrics, contributing to continuous improvement efforts.

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Cross-Functional Collaboration:

• Partner with the product team to provide customer feedback and insights that inform product enhancements.
• Collaborate with sales and pre-sales teams to ensure alignment on customer expectations, timelines and scope.
• Act as the customer's voice within Manifold, helping to align the product roadmap with customer needs and expectations.

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Delivery Operations and Scaling

• Assist the Director, Implementation in building out repeatable playbooks and strategies to provide customers a delightful experience and reduce time-to-value for implementations.
• Drive continuous improvement efforts by identifying and executing on opportunities to streamline and standardize processes, eliminate or automate low-value-add work.
• Help evangelize a customer-centric culture within Manifold, ensuring customer satisfaction and long-term success.

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Qualifications:

• Bachelor’s degree in a related field; additional certifications in project management or related areas are a plus.
• 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.
• Familiarity with Jira, Zendesk, Pinpoint and Business analytics tools a plus