Senior Implementation Manager

About us

ZAGENO was founded in 2015, ZAGENO is eliminating bottlenecks to breakthrough science and research through curated connections linking scientists and their institutions’ procurement offices with leading life science vendors. World-renowned academic and government research facilities, global pharmaceutical companies, and biotechs large and small are already users of our unique online biotech marketplace, currently comprising more than three million products.

What do we do?

  1. We help scientists choose the optimal laboratory kits and materials for each unique experiment setup.
  2. We make purchasing transactions more efficient for both buyers and sellers.
  3. For our vendor partners, we provide a valuable, expanded sales channel.
Our growing ZAGENO team of 60 in Cambridge, USA, and Berlin, Germany, includes experts in science, e-commerce, systems integration, and customer support to enable smarter, faster processes — allowing more time and resources for value-added science and better research results. Find out more on https://zageno.com

About the Role

ZAGENO is hiring a self-motivated Senior Implementation Manager for our Customer Success team, to work directly with clients to train and onboard them to the ZAGENO Marketplace (Buyers and Sellers).

Our clients are Pharmaceutical, Biotech, and lab supply manufacturing/distribution companies. Additionally, you’ll have the opportunity to manage, coordinate, and communicate externally and internally to ensure that all aspects of each project are completed successfully.  

We are looking for a seasoned professional and dedicated individual that will fit into our collaborative and fast-moving culture.  From time to time the job requires some overtime hours to meet commitments to clients, especially during travel.  But don’t worry, we care deeply about our employees and offer flexibility to take comp time for those extra long hours to satisfy customer’s needs.  

If you enjoy working with other mission-driven individuals and want to impact a whole industry, in a big way, we encourage you to apply!

In This Role You Will:
  •  ZAGENO’s platform, as well as our customers’ systems (ERP, SRM, procurement tools), are connected in order to streamline purchasing processes. Your accountability includes documenting the integration design, executing the project plan, coordinating the project to completion, and recommending improvements for future implementations.
  • Develop a working understanding of our technical integration processes and capabilities to facilitate the successful completion of project requirements. 
  • Quickly develop positive relationships with our clients and internal teams.
  • Scope and understand individual customers’ specific requirements and design tailored solutions in close collaboration with our clients and internal stakeholders.
  • Answer questions and provide overviews of our current implementation processes for our internal teams and prospects.  
  •  Ensure clients, vendors, suppliers, and internal resources are meeting deadlines to achieve project milestones.
  • Meet or exceed our industry-leading customer satisfaction throughout the customer engagement.
  • Accountability for all project documentation and communication.
  • Work with our internal teams to propose and update materials or processes to close gaps and ensure positive user experiences for our prospects and customers.
  • Work closely within the Customer Success Team to develop and implement strategies to improve the new customer onboarding experience
  • Accountability for identifying, escalating, and requesting assistance on projects that are not meeting the established goals.
  • You’ll manage additional internal and external projects as needed.
  • Delivery of client training.  
  • Travel on-site to clients as needed and up to 25%. *When travel resumes and makes sense.

About You

  • Five or more years of experience in planning, leading, and delivering client-facing projects.  Experience delivering projects for a SaaS company is a plus
  • You are able to establish and maintain productive relationships internally and externally
  • Demonstrated ability to learn technical concepts (e.g. APIs, cXML, OCI) or software systems (SAP SRM, Ariba, Sciquest) and apply working knowledge of those concepts over time
  • A proven, self-motivated, and independent Project Manager, who loves to work in a dynamic environment and solving problems
  • You have a track record showing a strong drive to grow and develop professionally
  • A well-structured team member with proven organizational skills; coordinating complex projects, meeting deadlines, managing expectations, and managing multiple projects simultaneously
  • Experience with using formulas within Excel and Google Sheets
  • Working knowledge of SmartSheets is plus
  • Experience in the Life Science Industry is a plus
  • Has excellent written and verbal interpersonal skills in English, German is a plus

Our Benefits

  • Working on a meaningful challenge with a positive impact on the scientific community
  • A professional and dynamic team with a global vision and mindset
  • An exciting, international working environment
  • Competitive compensation
  • Team events with great colleagues
  • Modern office at WeWork in Cambridge
  • Commuting benefits - public transportation
  • 401K with company match
  • Health benefits - medical, dental, and vision
  • Unlimited coffee, cold brew, and kombucha