New

Implementation Manager

Newton, MA or Remote

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.

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:

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.

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

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

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.

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.

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

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

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Manifold AI’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.