Implementation Manager

Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. Our mission is to eliminate any barriers participants or caregivers experience while being part of a clinical trial.

About the role

The Implementation Manager turns a new clinical trial from a set of requirements into a fully configured system in Mural Link. When a Client Success Manager (CSM) hands off a new trial, the Implementation Manager takes the trial details — countries in scope, individual sites, travel and reimbursement thresholds, and all other setup requirements — and builds it out correctly, end-to-end. This is a detail-driven, execution-focused role that rewards precision and consistency. Today, trial setup is largely manual, but as the Mural Link platform evolves, parts of this configuration will become automated, shifting the role toward oversight, exception-handling, and higher-value work.

Role Location: Remote US
Reports To: Director of Customer Success

Responsibilities

• Receive new trial setup requests from CSMs, typically structured as tickets, covering trial details, countries in scope, individual sites, and travel/reimbursement thresholds
• Translate trial requirements into accurate, fully configured system setups in Mural Link
• Perform detailed manual data entry across trial, country, site, and payment/reimbursement configurations
• Use AI-assisted tools (e.g., Claude Projects) to speed up and simplify parts of the setup process, while still verifying accuracy of the final configuration
• Catch inconsistencies, gaps, or errors in incoming requirements before they become configuration errors — flagging questions back to the CSM as needed
• Maintain consistent, repeatable setup quality across a growing volume of trials
• Track setup status and communicate progress and blockers clearly to CSMs and internal stakeholders
• Contribute feedback on where the setup process breaks down or could be simplified, as input to future product improvements

Requirements

• Strong attention to detail — you catch the small things, and you double-check your own work without being asked
• Genuine comfort with manual, repetitive data entry; this role involves substantial hands-on configuration work, and that won't change overnight
• Ability to follow structured, multi-part requirements accurately and translate them into system setup
• Comfort learning and working with AI-assisted tools (e.g., Claude Projects) as part of a daily workflow
• Strong organizational skills and the ability to manage multiple trial setups at different stages simultaneously
• Clear written communication, especially for flagging questions or discrepancies back to a CSM
• Ability to work independently once requirements are handed off, while knowing when to escalate ambiguity rather than guess

Nice to have

• Prior experience in clinical trials, clinical research operations, or a similar highly regulated, detail-intensive industry
• Experience with system configuration, data entry, or implementation/onboarding work at a SaaS company
• Familiarity with trial-related concepts such as sites, sponsors, countries in scope, or participant reimbursement structures

Growth Path

This role is expected to change as the Mural Link platform automates more of the trial setup process. Over time, the Implementation Manager role will shift from primarily manual configuration toward reviewing automated setups, handling exceptions, and taking on more complex or higher-judgment configuration work.

Pay

Base Compensation: $70,000 - $95,000