Implementation Manager (bilingual)

About the role

CRIO is a leading provider of eSource solutions for clinical research. Our platform streamlines clinical data collection and management, ensuring protocol compliance and reducing errors. By eliminating paper binders and automating workflows, we help clinical trial sites and sponsors save time and money, improve data quality, and enhance patient safety. Our digital-first, site-centric approach supports virtual, hybrid, and traditional study structures, making clinical trials more efficient and effective. Founded in 2015 by a clinical trial site owner seeking to improve his own business, today CRIO is the industry leader in site eSource with a fast-growing presence serving sponsors and CROs. CRIO is in use on 6000+ protocols at more than 2000 sites in 28 countries. In fact, the strength of our site community drives our growth which is why we place so much value on hands-on clinical research experience.

As we continue to grow, we are seeking a dedicated Business Development Representative to join our team and help us expand our reach and impact. This position will play a key role in our commercial organization and represents a fantastic opportunity for a career in sales with a dynamic and thriving company. As an Implementation Manager you’ll be working under the umbrella of the Customer Experience Department at CRIO. You’ll be the first point of contact for our newest clients post-sale and provide an overview of the onboarding project, set up recurring calls/trainings with critical stakeholders at the client level, and collaborate with other CRIO teams/departments to help expand and optimize the capacity of the team.

Responsibilities

• Manage onboarding process for newly-signed CRIO clients
• Evaluate product / feature use, and coordinate engagement through structured onboarding process
• Collaborate with cross-functional teams to optimize and iterate all aspects of the customer experience through implementation while focusing on pain points/use cases discovered in the sales process
• Schedule, host, and execute full onboarding projects and run ‘live’ (remote) trainings
• Learn, shadow, and expand product knowledge set through internal resources, Support engagement shadowing, and self-acquisition of industry knowledge

Qualifications

• BA/BS degree preferred
• 1 - 3 years experience in an implementation, professional services role (with software tech experience), or other clinical research experience
• Excellent writing, interpersonal, organizational and time management skills
• Strong PC/Mac skills including proficiency with Office Suite/G Suite tools
• Ability to work independently yet support team responsibilities and goals
• High integrity and positive can-do attitude
• Familiarity with Live Chat, Slack and project management tools (JIRA/Confluence)
• Experience with Looker a plus
• Prior work experience in healthcare, SAAS, clinical research or academia
• Bilingual (English/Spanish) language skills strongly preferred

Pay

Salary Range: $70,000 – $78,000