Implementation Manager, Customer Success

Naperville, IL - REMOTE

Scope:

Job Summary:

As an Implementation Manager, you will report to the Sr. Launch Manager and play a critical role in ensuring that our customers have the best onboarding experience possible. Duties and responsibilities include documenting technical and data requirements, managing the project timeline from end to end, leading client calls, acting as a point of contact for all internal and client stakeholders, and performing platform testing and client training.

Essential Functions & Accountabilities:

· Independently manage and own the Embryo Options end to end implementation timeline from contract signing to go-live

· Collaborate with internal engineering and data analyst teams to determine project technical scope

· Document project requirements specifically related to platform billing and data integration

· Lead regular client calls, manage expectations, and confidently guide client through each project phase

· Gather clinic documents required for Embryo Options portal set-up

· Collaborate with team to configure embryo options platform to client specifications

· Become SME for Embryo Options platform and performing pre-launch UAT testing and post-launch training sessions

· Manage day to day activities associated with onboarding a new customer

· Help to manage vendor documentation and build relationship with vendor partners

Travel:

· Up to 5% yearly

Knowledge, Skills and Abilities:

· Ability to empathize with, solve problems for and strategically guide customers

· Ability to adapt quickly to new software and constantly changing requirements

· Ability to self-manage multiple projects at once with little oversight

· Strong problem solving skills

· Superior understanding of data and analytics

· Intermediate skill in the use of Excel, PowerPoint, API integrations with web-based application, SQL

· Excellent written and verbal communication skills, ability to convey technical information to non-technical audiences

Work Environment:

· Prolonged sitting in front of a computer

Experience:

· 4+ years of experience in a customer-facing implementation role in a software organization

· Experience working with Project management tools (Monday.com, Smartsheet, Shortcut)

· Experience with healthcare software applications is a plus, not required

· Experience working in a collaborative, fast paced, environment

· Experience working within a Customer Success organization is a plus, not required

Education:

· B.A or higher in a related field

About CooperSurgical:

CooperSurgical is a leader in manufacturing and marketing multiple trusted and innovative brands that assist clinicians in improving the health of women, babies and families worldwide. Through an aggressive growth and diversification strategy, CooperSurgical has evolved its portfolio of over 600 products to include products and services used primarily by obstetricians and gynecologists in surgical and medical procedures wherever they occur: in hospitals, surgical centers, medical offices and fertility clinics.

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $90.000 and $110.000. The actual base pay includes many factors, and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.

Our Benefits:

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $73 000 and $120 000. The actual base pay includes many factors, and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.