Implementation Manager, Trial Interactive

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This role reports directly to the Associate Director/Director, Professional Services. The Implementation Manager, Trial Interactive (IM) is the main point of contact for clients through the onboarding and implementation of Trial Interactive’s products. The IM will be required to meet client timelines and work in conjunction with cross functional teams to build the relationship with our clients and promote client retention and loyalty.

DESCRIPTION

• Onboard new clients and be their main point of contact through implementation
• Act as client advocate throughout the execution of the project during the onboarding phase at the beginning of a relationship
• Lead workshops to gather and document complex client requirements while ensuring TI and industry best practices are adhered to
• Present requirements to internal stakeholders and ensure deliverables are aligned to meet client expectations.
• Lead the implementation of TI products through a collaboration with operational teams and internal stakeholders
• Responsible for verifying project deliverables from internal stakeholders for accuracy and completeness, prior to handoff to client
• Be the client’s trusted advisor to ensure that requirements are accurately translated to application and system configurations which meet the customer's business goals and provide all the benefits of our products and features
• Ensure completion of applicable project-required documents, updates, and respond to requests in a timely manner
• Monitor and communicate project progress internally & externally, ensure strict adherence to deadlines and budgets, and ultimately produce high quality deliverables with customer success
• Proactively manage project schedules and respective deliverables
• Build trust with Trial Interactive’s clients
• Be knowledgeable in Trial Interactive modules in order to appropriately support clients and recommend the appropriate features to use within our product suite. Become a Subject Matter expert for client supported technologies
• Transition the client relationship to a maintenance project manager for ongoing support through the life of the account
• Ensure customer success while fulfilling client expectations
• Be the voice of the Customer and advocate to Trial Interactive’s internal teams
• Complete all other tasks that are deemed appropriate for this role and assigned by the supervisor/manager

REQUIRED SKILLS

• Experience in customer success
• Knowledge of clinical development processes and experience in life sciences
• Superior written and spoken communication skills
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong Presentation Skills and proven track record of working in a customer facing role
• Ability to maintain professionalism in all situations, especially under tight deadlines with multiple competing deliverables
• Ability to build cross-functional relationships

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Minimum 5+ years’ experience in clinical operations, data management, site monitoring, study startup, TMF operations, and/or trial management
• Minimum 5 years’ work experience leading technical implementations, ideally at a tech company
• Minimum bachelor’s degree or its equivalent
• Proven track record with enterprise-level system implementations either as a consultant, business, or IT representative for any of the following: eTMF, CTMS, or other eClinical systems for managing clinical trials
• Experience working independently and collaboratively, managing multiple concurrent technical or implementation projects and delegating tasks
• Demonstrated problem solving experience with experience providing technical insights and recommendations from data sets
• Project Management experience