Implementation & Customer Success Manager – AI, Innovations

Role Overview

• Partner with commercial, Clinical Science, Ops and Product Teams to translate sold proposals into clearly defined scope of work, delivery approach, assumptions, dependencies and documented deliverables.
• Validate feasibility of timelines, data inputs, and analytics prior to executive.
• Lead end to end customer onboarding including implementation planning, configuration, data readiness, setup, and product adoption.
• Serve as the primary contact during activation and guide customers on workflow integration and use of Study Design solutions.
• Manage multi-workstream customer projects by developing and maintaining detailed project plans, milestones, dependencies and risk across cross functional teams.
• Drive data onboarding and validation of workflows and support customers in enabling platform capabilities, including Databricks based processes.
• Establish delivery of governance, progress tracking, and escalation paths to ensure predictable execution.
• Serve as the primary owner of scope integrity by managing client expectations, evaluating change requests, and aligning any scope modifications with commercial and internal delivery teams to prevent delivery risk and scope creep.
• Support commercial engagement by maintaining strong handoff routines, aligning implementation plans to business objectives, and providing value evidence that supports renewal and expansion.
• Manage strategic partnership engagement for AI powered services and products by coordinating onboarding, integration activities, shared deliverables, and communication rhythms.
• Support late-stage sales, renewals, and expansions by advising on delivery approach, timelines, data requirements and feasibility of proposed Study Design Insights.
• Oversee operational construct for Advarra’s Thought Leadership Council, including agenda planning, content coordination, member engagement, and follow up actions.
• Ensure council outputs inform product strategy and contribute to Advarra’s industry leadership.
• Act as a cross-functional connector by surfacing customer and partner insights and helping teams refine delivery processes and engagement models

Requirements

• Bachelor’s degree in Healthcare Administration, Public Health, Business Administration or equivalent relevant work experience.
• 8+ years’ experience post-sales onboarding and customer engagement or related field
• 5+ years’ experience in strategy consulting, clinical development and analytics, customer engagement, or related engagement management roles.
• Demonstrated expertise of clinical trial design, feasibility drivers, and protocol complexity.
• Professional experience with analytics, AI concepts, and modern data platforms such as Databricks.
• Proven, demonstrated success managing complex customer and partner engagements collaborating across operational, technical, clinical, and commercial functions.

Benefits

• Health coverage
• Paid holidays
• Variable bonus