Implementation Specialist

Gene by Gene • Houston, TX

30d • Hybrid

About The Position

We are seeking an experienced and customer-obsessed Implementation Specialist to lead our B2B customer support function. The Implementation Specialists owns the complete technical lifecycle of client accounts—from initial pre-sales operational scoping through system integration and ongoing platform upgrades. Situated within Technical Operations, this role serves as the essential bridge between commercial promises and operational execution. They ensure all proposed client workflows are technically feasible across 3PL, laboratory, and delivery logistics, while directly leading external onboarding, portal setups, and mid-lifecycle system switchovers. This hybrid role requires strong leadership, organization, communication, and problem-solving skills, along with a deep understanding of service delivery in a scientific or laboratory services environment. This will be a hybrid role with a work schedule of Monday through Friday, 9:00 AM – 5:00 PM.

Requirements

• Proven familiarity with web portal configurations, CRMs, API integrations, and technical data workflows.
• Knowledge of 3PL, laboratory operations, API integrations, and delivery workflows.
• Strong project management skills with a track record of driving cross-departmental teams (Data Engineering, Lab, Operations) to meet strict project deadlines.
• Exceptional ability to translate complex technical specifications into clear, actionable steps for non-technical stakeholders and client teams.
• 4+ years of experience in technical sales engineering, solutions architecture, or technical project management, ideally within a reference laboratory, biotech, or SaaS environment.

Responsibilities

• Design, map, and validate end-to-end operational and technical workflows spanning 3PL setup, laboratory processing, and delivery+ prior to contract execution.
• Collaborate with the Commercial team and Outside Sales to vet technical requirements, API capabilities, and operational boundaries for prospective deals.
• Direct the client-side onboarding process, including user interface training, portal setup, and API integration steps.
• Serve as primary project lead for mid-lifecycle account changes, including product switchovers, system upgrades, and custom technology enhancements.
• Coordinate directly with Data Engineering, Lab, Commercial, and 3PL departments to maintain go-live schedules and technical performance.

Benefits

• Choice of 3 medical tiers generously sponsored by the company, with a monthly $50–$100 employer HSA contribution based on plan type and dependent level.
• 100% Covered Dental & Vision: No premium costs for employees or dependents.
• Generous 50% company match up to 6% of annual base salary.
• Structured time off incorporating vacation, sick leave, mental health days, personal days, company holidays, and a flexible floating holiday.
• Full company sponsorship of Short-Term and Long-Term Disability (STD/LTD) alongside Paid Family Leave offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level