Implementation Manager - (Clinical Trial SaaS Platform)

The Implementation Manager at CRIO is responsible for managing the onboarding process for new clients. This involves evaluating how clients use our product, coordinating engagement during the onboarding journey, and collaborating with various teams to enhance the client's experience. You will also host and execute remote training sessions, ensuring that clients feel supported and well-informed about our clinical research SaaS platform.

To be considered for the Implementation Manager position at CRIO, candidates ideally hold a BA/BS degree and possess 1–3 years of experience in an implementation or professional services role, especially in software technology or clinical research. Strong communication, organizational skills, and familiarity with tools like JIRA and Confluence are also beneficial for success in this role.

Essential skills for the Implementation Manager role at CRIO include excellent writing and interpersonal skills, time management, and the capability to learn and adapt quickly. Proficiency in PC/Mac environments and tools like the Office Suite and G Suite is important, as is experience with communication tools such as Slack and Live Chat for effective collaboration with stakeholders.

The Implementation Manager enhances the customer experience by closely monitoring client interactions during onboarding, gathering feedback, and identifying areas for improvement. Through structured onboarding processes and live training sessions, they ensure effective onboarding and customer satisfaction, thus fostering long-term relationships.

CRIO offers an attractive benefit package for its Implementation Managers, including unlimited PTO, healthcare coverage, a 401k company match, and professional development opportunities. Additionally, the possibility to work from anywhere provides flexibility in managing both personal and professional lives.

When discussing your onboarding experience, focus on specific projects where you managed client relationships and the onboarding phases. Detail how you assessed client needs, coordinated teams, and ensured a smooth transition. Use examples that highlight your communication skills and how you adapted processes to enhance client satisfaction.

Discuss your methods for organization, such as using project management tools to track deadlines and prioritize tasks based on urgency and client needs. Share an example where you successfully managed multiple projects by delegating responsibilities and maintaining clear communication with your team and clients.

Provide a specific example where your keen observation helped improve a client's experience. Emphasize your proactive approach in collecting feedback and implementing changes that led to better service and greater satisfaction for the client, showcasing your problem-solving skills.

Talk about your belief in transparency and regular updates. Discuss how you set up recurring meetings, provide timely responses, and use communication tools to keep clients informed. Highlight how these practices build trust and foster a successful working relationship.

Express your understanding that every client is unique and may require tailored training sessions. Describe how you assess the client's technical background through conversations during onboarding, and mention how you adjust your training sessions to meet their specific needs, using simple language and plenty of examples as necessary.

Emphasize the vital role feedback plays in shaping the implementation process at CRIO. Discuss the importance of creating channels for clients to express their thoughts and how you actively seek and utilize feedback to improve onboarding experiences and refine best practices.

When asked about your familiarity, detail your experiences related to clinical research or SaaS platforms. Share specific applications you have worked with and what you learned from those experiences that will help you excel in the Implementation Manager role at CRIO.

Share your insights regarding the advantages of remote training, such as flexibility and the range of communication tools available. Discuss how you can leverage technology to engage clients effectively and create interactive sessions regardless of location, highlighting examples of successful remote training you've conducted.

Outline your commitment to continuous learning by mentioning specific resources you follow, such as industry publications, webinars, and networking with professionals. Highlight any personal development you pursue to ensure you're informed about the latest advancements in clinical research technology.

Express your enthusiasm for the role by discussing CRIO's innovative approach to improving clinical research processes and how you envision using your skills to contribute to that mission. Mention specific aspects of the company culture that resonate with you, such as their commitment to inclusivity and professional growth.