Implementation Manager

Job Description:
This is an Implementation Manager role responsible for owning customer implementations from point of sale through successful go-live. You’ll keep projects moving, remove roadblocks, drive accountability across customers and internal teams, and ensure installations stay on track toward a 90-day turnaround. You’ll serve as the main point of coordination across Sales, IT, Customer Success, Application Engineers, and customers. This is a great opportunity to make an immediate impact with a rapidly growing company and grow with the organization long term.

Requirements:
• 5+ years of experience in implementation management, project management, or customer success within healthcare, life sciences, laboratory, or diagnostics
• Proven experience owning multiple customer-facing implementations from kickoff through go-live, including driving timelines and stakeholder accountability
• Experience coordinating with IT/technical teams around integrations, system requirements, and implementation dependencies without needing to be deeply technical
• Experience using Salesforce, Zoho, or similar CRM/project tracking tools to manage implementation progress and customer activity
• Ability to travel up to 15% as needed

Nice to have:
• Previous technical background supporting and maintaining capital equipment in the diagnostics space.

Responsibilities:
• Own customer implementations from completed sale/PO through installation and successful go-live
• Track all pending go-lives and maintain clear visibility into the status of each implementation
• Drive projects toward a target 90-day implementation turnaround
• Identify implementations that have stalled and determine the appropriate actions and stakeholders needed to get them moving
• Coordinate IT requirements and integrations between customers and technical teams
• Hold Sales, Customer Success, AEs, internal technical resources, and customers accountable for deliverables and timelines
• Provide continual customer follow-up and ensure communication remains consistent throughout the implementation
• Track implementation activity and customer progress within Salesforce, Zoho, and internal systems
• Travel to customer locations when necessary to support implementations and ensure successful execution