The Senior Engagement Manager serves as a strategic partner to our clients, driving value through consultative engagement, operational excellence, and disciplined execution. This role is responsible for leading customer relationships, shaping solution delivery, and ensuring that every interaction reinforces trust, transparency, and successful outcomes. As such, the Senior Engagement Manager provides project management leadership and oversight for implementations, of any size, of Lyric products and solutions within the healthcare payor industry. This role is accountable for coordinating and managing implementation projects, ensuring ongoing support, preparing status reports, proactively triaging issues, derisking challenges, and escalating risks when necessary.
The Senior Engagement Manager works closely with cross-functional teams-including implementation, Go-to Market, Product, Engineering, Analytics and others -to configure, deploy, and drive adoption of products in alignment with client roadmaps.
In addition, as a key member of the Customer Success function, this role consults with customers to deeply understand their business needs, documents requirements with precision, shapes and informs methodologies, leads course corrections when needed, and consistently demonstrates reliability and expertise. Through proactive engagement, continuous improvement, and sophisticated communication, the role ensures that both the organization and its customers achieve lasting success.
ESSENTIAL JOB RESPONSIBILITIES & KEY PERFORMANCE OUTCOMESClient and Project Leadership- Act as a consultative partner to customers, proactively engaging to understand their evolving needs, business drivers, and strategic objectives.
- Facilitate discovery sessions and workshops to elicit, clarify, and document customer requirements, ensuring alignment with both immediate and long-term goals. Regularly review and refine methodologies and processes based on customer feedback and industry best practices.
- Lead multiple implementation projects with diverse, cross-functional, and virtual teams.
- Act as the client-facing representative for Lyric project teams.
- Partner with the Go-to-Market team to define and execute client roadmaps.
- Direct Service Delivery teams and supporting teams to achieve high levels of customer satisfaction evidenced by all 7s survey results.
- Operate effectively within a matrixed project environment.
Closed Loop Execution- Ensure all requests, insights, and decisions are acknowledged, documented, and followed through to closure.
- Collaborate transparently across internal teams and communicate externally only after confirming full internal alignment.
- Lead or support escalations with structured discovery, solution proposals, and documented resolution paths.
- Maintain visibility and accountability throughout the lifecycle of any initiative, issue, or customer need.
- Ensure projects are delivered on schedule and within budget.
- Manage scope and effectively implement change.
- Lead risk management efforts-identify, assess, and mitigate risks proactively.
- Ensure deliverables meet defined quality and performance standards.
- Coordinate interdepartmental dependencies and foster collaboration.
- Apply project management best practices, including risk and issue management, resource and time management, metrics and measurement tracking, and project coaching and mentoring.
- Demonstrate flexibility in managing competing priorities.
Documentation Excellence- Demonstrate excellence in documenting customer requirements, business processes, and solution designs.
- Maintain living documentation that evolves with customer needs and project changes, supporting knowledge transfer and continuity.
- Leverage project management tools (e.g., Smartsheet, Jira/Confluence) to plan and track projects.
- Provide timely and effective communication with internal and external stakeholders.
- Stay aligned with product updates, tools, and release cycles.
- Understand customer goals, business environments, and challenges to ensure solutions meet evolving needs.
- Balance immediate project objectives with future organizational vision to ensure lasting impact.
- Act as a catalyst for change, continuously seeking opportunities to improve methods, tools, and business practices.
Continuous Improvement and Best Practices - Leverage customer insights to shape and inform existing methodologies, recommending enhancements that drive greater value and efficiency.
- Champion a culture of continuous improvement by soliciting customer feedback, analyzing outcomes, and implementing course corrections as needed.
- Stay abreast of industry trends, regulatory changes, and emerging technologies.
- Share thought leadership and actionable insights with customers to help them navigate market shifts and optimize their operations
Client and Team Engagement- Monitor project and service delivery outcomes, identifying when course corrections are needed to better meet customer expectations or adapt to changing business environments.
- Lead change management efforts, communicating rationale and benefits of adjustments to both internal teams and customers.
- Build strong team culture and foster collaboration.
- Maintain clear and transparent communication at all organizational levels.
- Share client insights with Product and Go-To-Market teams to strengthen offerings.
- Serve as a visible and reliable advocate for Customer Success, ensuring that every interaction and deliverable reinforces trust, transparency, and partnership.
- Proactively identify opportunities to add value, anticipate challenges, and position the organization as a strategic ally in the customer's success.
- Ensure high levels of customer satisfaction.
- Support special initiatives and projects as determined by leadership.
- Ensure seamless 100% PTO coverage by proactively documenting project status, customer-specific requirements, and key engagement details. Collaborate with designated backup resources to bring them up to speed, enabling uninterrupted support for customer needs during scheduled absences.
REQUIRED QUALIFICATIONS - Bachelor's degree in Business Administration, Health Informatics, Computer Science, or related field (or equivalent experience)
- Minimum of five (5) years of IT project management experience, including at least four (4) years in software implementation
- Minimum of three (3) years of healthcare experience preferred, ideally in a payor environment with exposure to claims processing and payment operations
- Travel: 20-25%
PREFERRED QUALIFICATIONS- PMP certification preferred
- Proficiency in MS Office Suite (Project, Visio, PowerPoint, Word, Excel)
- Experience with Jira/Confluence, Smartsheet, Salesforce (preferred)
- Strong track record in conflict resolution, resource allocation, and prioritization
- Proven ability to lead multiple, highly visible implementation projects
- Expertise in SDLC-based project management and deployment environment.
- Strong foundation in project management principles, processes, and methodologies
- Ability to identify process gaps and implement improvement.
- Skilled in scope management, risk/issue management, and expectation setting with stakeholder.
- Effective communication and presentation skills for both client-facing and internal engagement.
- Technical aptitude to understand and interpret complex information
- Knowledge of product offerings, with the ability to connect solutions to client need.
- Ability to assess complex situations, identify root causes, and develop effective, data-driven solutions to meet client need.
- Strategic thinking and business acumen
- Excellent written and verbal communication
- Cross-functional collaboration and leadership
- Loop execution discipline
- Documentation and knowledge management
- Change management and adaptability
- Strong organizational skills; disciplined approach to data storage and knowledge sharing
- Creative and agile in developing client-centric business solutions
- Strong facilitation and stakeholder engagement, including active listening, probing questions, and forward-thinking problem solving
- Strategic planning: aligning client goals with product and service offerings
- Structured problem-solving and solution design, including root cause analysis and business impact assessment expertise
- Proactive, adaptable, and execution-focused mindset
- Advanced technical knowledge of healthcare IT systems
- Demonstrated success driving product adoption and maximizing client value
***The US base salary range for this full-time position is:
$104,368.00 - $156,551.00
The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. Please note that the compensation details listed in US role postings reflect the base salary only, and does not reflect the value of the total rewards compensation. ***
