Implementation Manager

📋 Description

• • Own end-to-end customer implementations from kickoff to go-live, managing scope, timeline, and quality across customer and internal Invert teams
• • Lead requirements and solution design workshops with scientists and IT stakeholders to translate complex bioprocess workflows into functional Invert deployments
• • Partner with Engineering to design and oversee custom integrations with lab informatics systems, bioreactor data platforms, historians, and other heterogeneous data sources
• • Prototype integration solutions when needed and ensure timely delivery of technical components critical to customer success
• • Design and execute User Acceptance Testing (UAT) plans, train end-users across scientific and operational roles, and serve as a trusted advisor through go-live and post-deployment phases
• • Monitor live customer accounts for usage health, adoption trends, and risk indicators using product usage data to identify churn threats and expansion opportunities
• • Conduct regular business reviews with customers to align Invert usage with their process development and manufacturing objectives, demonstrating measurable value
• • Serve as the primary customer advocate within Invert, feeding insights from field deployments into Product and Engineering roadmaps to drive product improvements
• • Maintain deep understanding of customer environments including data architecture, regulatory constraints, and workflow dependencies in bioprocessing and laboratory settings
• • Proactively surface upsell and expansion opportunities by identifying new use cases and additional modules that align with evolving customer needs
• • Collaborate with Customer Success and Sales teams to ensure seamless handoffs and consistent customer experience throughout the lifecycle
• • Document implementation playbooks, best practices, and knowledge bases to scale deployment processes across new customers
• • Maintain high standards of client communication, ensuring transparency, reliability, and responsiveness throughout each implementation phase
• • Balance multiple concurrent implementations, prioritizing based on customer impact, complexity, and strategic value to the company
• • Act as the bridge between technical systems and scientific users, translating data complexity into actionable workflows for non-technical laboratory personnel
• • Ensure all deployments meet compliance and data integrity standards expected in regulated biopharmaceutical environments
• • Stay current on evolving bioprocess technologies, data standards, and integration patterns to maintain technical credibility with customers
• • Build long-term relationships with key customer stakeholders, including lab managers, process engineers, IT administrators, and quality assurance teams
• • Coordinate cross-functionally with Support, Training, and Product teams to resolve post-go-live issues and enhance overall customer experience