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Implementation Manager

The Company

At Invert, we are on a mission to dramatically reduce the dollar and time cost of using biology to manufacture ~everything. Our customers use bioprocessing to do things like: produce new therapies to combat disease, create new biomaterials to solve the environmental crisis, and manufacture essential chemicals cleanly. We provide them with tools to automate the design, execution, and analysis of all that amazing work!

The Invert team is composed of creative and talented engineers, data scientists, biologists, and more, and we are supported by amazing investors. We value diversity and welcome individuals from all backgrounds to join our remote-first, collaborative environment.

The team

You will join as a founding member of Invert’s Customer Experience (CX) team. This team is responsible for ensuring our customers achieve success with Invert’s software, from technical implementation and onboarding, through long-term adoption and value realization.

More specifically, the team is tasked with:

  • Leading Customer Implementations: Driving the implementation of Invert software, including technical discovery, integration setup, onboarding, and training.

  • Long Term Customer Engagement & Success: Working closely with customers to ensure they fully adopt Invert and maximize the value of Invert’s platform for them and their teams.

  • Customer Support: Providing hands-on support to customers, troubleshooting issues, and delivering training.

  • Product Feedback & Advocacy: Capturing customer feedback to improve the product, being the voice of the customer to product and engineering, and fostering customer champions.

  • Cross-Functional Collaboration: Working closely with Product, Engineering, and Sales to ensure customers have a seamless experience.

What You’ll Bring:

Scientific & Technical Expertise:

  • You deeply understand the science of bioprocessing, including both upstream and downstream processes, to effectively support customer needs and speak their language.

  • You are able to discuss scientific and technical concepts with customers to ensure successful implementation.

Experience:

  • 5-7 years in customer experience - either software implementation, customer success, or account management, ideally in SaaS focused on biotech, life sciences, or another technical domain.

  • Prior startup experience is a plus.

Education:

  • Minimum of a B.S. in a STEM major

Skills & Attributes:

  • Strong action bias and problem-solving mindset.

  • Ability to quickly grasp complex technical domains.

  • Comfort with ambiguity and changing priorities.

  • Strong communication and stakeholder management skills.

  • High degree of curiosity and eagerness to improve customer experience.

  • Experience with AI tooling/LLMs, or a strong desire to incorporate these tools into your workflows.

Why It’s Exciting:

  • Autonomy & Impact: Take ownership of customer relationships and CX initiatives. Work closely with product and engineering to help Invert build products our customers want.

  • Learning & Growth: Work with an experienced team and build expertise in customer success strategies.

  • Dynamic Environment: Thrive in a fast-paced, collaborative startup setting that values innovation and adaptability.

  • Career Advancement: With proven results, you’ll have opportunities for professional growth and long-term career development within our company.

The package

  • High-growth startup with impactful work

  • Fully remote, distributed across US and European time zones

  • Competitive salary, equity, and benefits

  • New laptop, monitor, and accessories of your choice

  • Frequent team off-sites

  • Unlimited PTO

The interview process 

The interview process consists of several stages designed to assess technical knowledge, problem-solving abilities, and alignment with Invert’s values. Candidates are assessed between each stage, and the hiring manager will communicate decisions and next steps throughout the process. We aim to complete all stages within two weeks.

  1. Recruiter Screen or Hiring Manager Screen (30 minutes): A quick conversation with our technical recruiter or your hiring manager to assess experience, skills, and motivation.

  2. Hiring Manager Behavioral Interview (45 minutes): A deep-dive behavioral interview with the Hiring Manager to evaluate past experiences, approach to challenges, and customer-focused mindset.

  3. Bioprocessing Case Study & Panel Interview (1 hour): You will present a case study related to bioprocessing to a panel including one person from Product and 1-2 from the CX team. This will assess your technical knowledge, problem-solving skills, and ability to communicate complex ideas.

  4. Final Interview with CEO (30 minutes): A conversation with the CEO to ensure alignment with Invert’s vision and culture.. Candidates are assessed between each of these stages, and the hiring manager will communicate decisions and next steps throughout the process.

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Average salary estimate

$100000 / YEARLY (est.)
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$80000K
$120000K

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What You Should Know About Implementation Manager , Invert

At Invert, we're seeking an Implementation Manager to join our extraordinary team in San Francisco. Our mission is to revolutionize the biomanufacturing landscape, enabling customers to leverage bioprocessing to develop therapies, sustainable materials, and essential chemicals. As a founding member of our Customer Experience (CX) team, you'll play a pivotal role in helping customers successfully implement our cutting-edge software for optimal results. Your responsibilities will encompass leading customer implementations, facilitating onboarding, and providing ongoing support to ensure users fully realize the value of Invert's platform. Beyond implementation, the role involves long-term engagement, where you'll work directly with clients, troubleshoot issues, and gather feedback to advocate for continuous product improvement. The position requires a deep understanding of bioprocessing, along with 5 to 7 years of experience in customer success or software implementation, preferably in biotech or other technical fields. Join us in a remote-first culture that values diversity, encourages innovation, and offers opportunities for professional growth. Here, you'll not only take ownership of customer relationships but also collaborate cross-functionally with Engineering and Product teams in a dynamic startup environment. If you're fueled by curiosity and a passion for making a measurable impact, this could be the perfect opportunity for you at Invert.

Frequently Asked Questions (FAQs) for Implementation Manager Role at Invert
What are the responsibilities of the Implementation Manager at Invert?

The Implementation Manager at Invert is responsible for leading customer implementations of our innovative software. This includes conducting technical discovery, setting up integrations, onboarding new customers, and delivering ongoing training. Additionally, the Implementation Manager collaborates with customers to ensure long-term engagement and value realization from our platform.

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What qualifications are required for the Implementation Manager role at Invert?

Candidates for the Implementation Manager position at Invert should possess a minimum of a B.S. in a STEM major, along with 5-7 years of relevant experience in customer experience, particularly in software implementation or customer success. Familiarity with bioprocessing science is essential to effectively support client needs and ensure successful implementations.

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How does the Implementation Manager contribute to customer success at Invert?

In the Implementation Manager role at Invert, you'll play a crucial part in guiding customers through the onboarding process, providing hands-on support, and maintaining long-term relationships. By closely monitoring client engagement and gathering feedback, you will contribute to customer success and advocate for product improvements based on real user experiences.

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What kind of work environment can the Implementation Manager expect at Invert?

The Implementation Manager at Invert will work in a fully remote, collaborative environment that values diversity and innovation. The company fosters a dynamic startup culture where employees are encouraged to take ownership of their work, engage in continuous learning, and contribute to impactful projects.

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What are the growth opportunities for the Implementation Manager at Invert?

As an Implementation Manager at Invert, you will have ample opportunities for professional growth and career advancement. With proven results and contributions to customer success, you can advance within the company while gaining expertise in customer success strategies and developing your skills in a fast-paced environment.

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Common Interview Questions for Implementation Manager
Can you describe your experience with bioprocessing?

When answering this question, highlight your understanding of both upstream and downstream bioprocessing processes and any practical experience you have in these areas. Discuss specific projects you’ve worked on and how they relate to the needs of Invert’s customers.

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How do you prioritize customer needs during the implementation process?

Share your approach to gathering customer requirements and understanding their goals before the implementation. Explain how you use that information to tailor your approach, ensuring their needs are at the forefront throughout the process.

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What methods do you use to ensure customers adopt new software effectively?

Talk about your strategies for onboarding, such as providing training, tailored support, and creating feedback loops. Emphasize the importance of personalizing the experience and being responsive to evolving customer needs.

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How would you handle a challenging implementation situation?

Share a specific example of a challenging implementation you faced, outlining the steps you took to resolve the issue. Focus on your problem-solving skills and your ability to communicate effectively with customers during the process.

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What role does collaboration play in your success as an Implementation Manager?

Emphasize the significance of cross-functional collaboration in your previous roles, detailing how you have worked with engineering, product, and sales teams to enhance customer experiences and achieve success.

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How do you gather customer feedback and use it to inform product development?

Discuss your methods for capturing customer feedback, such as surveys or one-on-one conversations, and provide examples of how you have previously used that information to advocate for product improvements.

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What attracted you to the Implementation Manager position at Invert?

Express your passion for biotechnology and your belief in the importance of customer experience. Mention how Invert’s mission resonates with you and how you see yourself contributing to making a positive impact.

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Can you give an example of a time you turned a dissatisfied customer into a satisfied one?

Share a specific instance where you took proactive measures to address a customer's concerns, detailing the steps you took and how your actions ultimately led to a positive outcome for the customer.

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What skills do you think are essential for an Implementation Manager?

Identify key skills such as strong communication, problem-solving abilities, and technical expertise in bioprocessing. Explain how these skills apply in the context of the Implementation Manager role at Invert.

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How do you keep up with industry trends in biotechnology and software implementation?

Describe your commitment to continuous learning, mentioning specific resources you utilize, such as industry publications, webinars, or networking within professional groups in biotechnology and SaaS.

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DATE POSTED
March 17, 2025

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