Program Manager, Strategic Customer Delivery

Job Summary:

The Program Manager is responsible for driving client success, adoption, and retention by managing the end-to-end service delivery experience and ensuring that projects are executed on time, within budget, within scope, and to the highest standards of quality. The ideal candidate possesses exceptional project management discipline, strong strategic planning and communication skills, and the ability to bridge sales, project, and technical teams.

For assigned programs, the responsibilities include 100% accountability for the oversight and successful delivery of projects. The role serves as the primary point of contact for customers throughout project execution and will coordinate all Clinisys team resources.

Essential Functions:

• Develop, maintain, and execute comprehensive project and program plans, including schedules, milestones, dependencies, and critical paths, ensuring full alignment with Statement of Work (SOW), scope, timelines, and contracted deliverables
• Manage delivery rigorously against approved plans, maintaining clear visibility into budget, schedule, scope, and contractual obligations throughout the project lifecycle
• Establish and maintain strong, trusted relationships with key customer stakeholders, including executive leaders, counterpart program and project managers, engineering, development, security, and operations teams.
• Ensure customers clearly understand their roles, responsibilities, dependencies, and required inputs to enable timely and successful delivery
• Lead and facilitate project kickoffs, recurring status meetings, executive briefings, milestone reviews, and steering committee sessions with both customer and internal stakeholders
• Proactively identify and manage dependencies, risks, assumptions, and issues; maintain actionable mitigation and contingency plans and drive timely resolution
• Provide end-to-end leadership for AI solution delivery, spanning discovery, solution design, implementation, deployment, and optimization within complex enterprise environments
• Identify potential scope deviations early and collaborate with Sales and Professional Services leadership to manage change requests and formal change order processes
• Orchestrate a seamless transition to the Customer Success organization at project completion, ensuring full knowledge transfer, documentation handoff, and alignment on success criteria
• Lead post-project retrospectives and lessons-learned sessions to drive continuous improvement across delivery processes, tools, and engagement models
• All other duties and responsibilities as assigned

Skills Needed to Be Successful:

• Program & Portfolio Management Leadership - Strong proficiency in program and portfolio management principles, practices, and governance. Extensive experience managing multiple large-scale initiatives simultaneously, including projects exceeding $5M in budget.
• Executive Presence & Communication - Exceptional verbal and written communication skills, with expert ability to articulate complex ideas, risks, and recommendations clearly and confidently to technical teams, business partners, and executive leadership which will be validated by the ability to work effectively with diverse internal and external stakeholders and the navigation of competing priorities
• Project Planning & Execution - Advanced proficiency with industry-standard project management tools and techniques, including the development of detailed, integrated project plans, schedules, dependencies, risk management strategies and clear documentation maintained throughout the project
• Analytical & Problem-Solving Capabilities - Highly developed analytical skills, demonstrated through the ability to diagnose issues, identify improvement opportunities, and develop actionable, results-oriented plans.
• Process Development & Continuous Improvement - Experience designing, implementing, and institutionalizing formal project and program management processes to improve consistency, transparency, and delivery outcomes.
• AI Tools Utilization & Prompting Excellence - Demonstrated ability to effectively leverage AI-enabled tools to enhance program planning, delivery execution, risk analysis, stakeholder communications, and decision-making. Skilled in advanced prompting techniques to obtain accurate, relevant, and actionable outputs from AI systems, with a strong understanding of responsible AI use, data privacy considerations, and change management implications within enterprise and regulated environments.
• Software Development & Delivery Excellence - Deep knowledge of modern software development methodologies (e.g., Agile, DevOps) and associated tools. Demonstrated ability to apply best practices to improve development efficiency, quality, and scalability.
• Technical & Architectural Expertise - Proven experience delivering solutions built on industry-standard technologies, operating platforms, and modern development frameworks. Strong technical acumen with the ability to critically evaluate designs, challenge assumptions, and guide experienced teams.

Success Indicators:

• Projects are consistently delivered on time, within approved scope and budget, and aligned with agreed effort estimates and contractual commitments
• High customer satisfaction scores achieved throughout project execution and sustained following deployment and handover, reflecting strong partnership and delivery confidence
• Strong, positive feedback from internal stakeholders regarding program leadership, collaboration, decision-making, and clarity of communication
• Minimal reactive change orders caused by unclear planning, missed requirements, or oversight; proactive identification and management of legitimate scope changes
• Consistent, high-quality project management practices demonstrated through timely updates, accurate tracking, disciplined risk and issue management, and reliable reporting

Required Experience & Education:

• Bachelor's degree in Business, Information Systems, Software Engineering, or related discipline, or equivalent work experience
• 10+ years of progressive experience in project and/or program management with a proven track record of delivering large-scale, enterprise software initiatives in complex environments
• Active PMP, PRINCE2, PMI-ACP, or similar certification
• 5-7 years of experience building, leading, and developing high-performing, cross-functional teams across technology, business, and vendor organizations.
• Knowledge of software development life cycle concepts

Preferred Experience & Education:

• Master's Degree in business, information systems, software engineering, or related discipline or equivalent experience
• Experience working in Professional Services or a consulting organization
• Knowledge of scientific data software, medical devices, or healthcare software
• Knowledge of regulatory compliance procedures including HIPAA, GDPR

Supervisory Responsibilities

• None

Benefits

Our benefits are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The starting pay range for a candidate selected for this position who is generally within the range of $108,000 to $156,000 for annual base salary. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.

Physical Requirements:

• Work is performed remotely or in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 10 pounds with assistance as part of office routine
• 30% Travel may be required
• Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours
• Exposure to hazardous materials or various weather conditions
• Travel to client sites that can pose risk associated with healthcare organization
• May be required to follow customer location health and safety requirements

General Guidance:

This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing scope of accountabilities and is subject to change at any time.

Onboarding:

As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment (Raleigh, NC / Tucson, AZ / Carmel, IN). This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.

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