Customer Implementation Manager

Paige is revolutionizing the way pathologists work by bringing confidence to cancer diagnosis. Our novel AI applications support pathologists in each step of the diagnostic process, offering unrivalled insights to transform cancer care. 

Our AI is built on one of the largest and most diverse datasets in pathology, including data from over 1,000 institutions around the globe. This helped us to receive the first ever FDA approval for an AI product in pathology. Paige has also received FDA-clearance for our digital viewer, FullFocus®, and CE-IVD and UKCA clearance for our diagnostic AI in prostate and breast cancer.  
Paige has created a single solution to labs’ biggest pain points, supporting them in delivering more efficient diagnoses to better support their patients. Our web-based software platform puts advanced digital pathology tools together with Paige and third-party AI into the hands of pathologists, while maintaining the highest security and safety standards. 

Headquartered in New York with an expansive global footprint, Paige is developing and delivering a new generation of solutions to support labs of all shapes and sizes. Our team is guided by our mission to transform the world of cancer care and pioneer the path forward in the burgeoning industries of digital pathology and AI.  

We are seeking a Customer Implementation Manager to join our team. In this role, you’ll be part of the Customer Success and Technical Operations team, ensuring smooth technical onboarding of customers and driving the successful adoption digital pathology and AI with customers and partners on a global scale. 

You will be responsible for overseeing the successful deployment of Paige products to customers. As a Customer Implementation Manager, you will collaborate with cross-functional teams to gather customer requirements, identify appropriate integration workflows, develop implementation plans, and ensure smooth execution of projects. Your key responsibilities will include coordinating timelines, managing resources, resolving issues, and maintaining regular communication with customers to ensure their satisfaction. 

Understanding the needs of the customers and delivering to these requirements in a timely and structured manner is a critical component of this role.  

This position can be fully remote for US-based candidates in the ET timezone, or hybrid from our NYC office, if preferred. 

The base pay range for New York and California is $100,000 - $120,000 per annum. The range may differ in other locations. 

Responsibilities 

Implement Paige’s services to successfully onboard new customers: 

• Identify the optimal technical implementation by understanding a customer’s current technical infrastructure and workflows 
• Collect customer project requirements and summarize to internal teams 
• Charter, track and report-out on project plans including deliverables, milestones, and risk definition
• Drive project communication with internal, customer and third-party vendor stakeholders 
• Ensure smooth process-driven implementation/activation of products/services in customer sites 
• Carry out projects according to strategic processes and by leveraging standardized resources where appropriate 
• Manage trials to ensure rigorous criteria are adhered to and resources are available to deliver a successful experience for customers 
• Carry out & coordinate demonstration and training, involving clinical experts as needed 
• Understand customer usages metrics, KPIs and forecast ramp up rate 
• Work with the Customer Success team to drive adoption of Paige products 

Deliver excellent Customer Service internally and externally: 

• Deliver high quality customer facing services to obtain high NPS rates 
• Work with the Technical Customer Support team to ensure all customer issues are resolved in a timely manner 
• Support the sales team in establishing technical credibility with prospective customers 
• Understand customer objectives and become the interface between the customer and Paige 
• Bring customer feedback back into the organization and track 
• Document and track resolution of customer issues, in line with compliance and quality management system (QMS) requirements 
• Collaborate cross-functionally as part of project implementations 
• Surface team and customer resource needs to manager and Director Technical Operations 
• Maintain compliance with legal regulations, policies and procedures relating to compliance, and best practices in Customer Success  

About You 

Knowledge & Skills - Essential Requirements: 

• 3+ Years’ experience in managing customer implementation projects 
• Excellent written and verbal communication skills 
• Ability to manage multiple high priority projects 
• Excellent problem-solving and analytical abilities with creative and logical thinking to identify and address implementation challenges, resolve issues and mitigate risks 
• Excellent external and internal stakeholder management 
• Proven experience of bringing technical competency to the project management role, including planning, scheduling and resource allocation 
• Familiarity with relevant technologies and systems to facilitate product/service deployment and troubleshooting 
• Ability to quickly grasp new technologies and adapt to changing technical landscapes 
• Experience working with customers on identifying the optimum technical solution for product integration 
• Experience drafting basic architecture diagrams of integration workflows 
• Experience working with modern IT systems and public cloud infrastructure 
• High-level understanding of application, server, and network security technologies 
• Experience working with API or HL7 technology supporting integration solutions 
• Experience working closely with development and product teams to liaise on customer requirements 
• Proven understanding of contracts and SLAs 

Knowledge & Skills - Desirable Criteria: 

• PMI Certified 
• Experience with Virtualization such as VMWare 
• Experience in software, diagnostics, or health care projects 
• Experience of working in an FDA/CE-IVD Mark regulated environment 
• Experience supporting the preparation and presentation of Quarterly Business Reviews (QBRs) to executive-level stakeholders

Personality Characteristics: 

• Personal drive, commitment and ability to self-organize 
• Highly motivated, customer centric person, strong customer empathy and focus 
• Ability to effectively multi-task 
• Positive ‘can do’ attitude 
• Enjoys having responsibility and visibility – leading project teams, programs and meetings 
• Quality and Continuous improvement focused 
• Ability to work as part of a global team 
• Ability to adapt to changing objectives in a dynamic environment 
• Desire to delight the customer and improve the diagnosis of cancer and other diseases