Bachelor's degree in a relevant field or equivalent experience
PMP or similar certification preferred
7+ years in program or project management
Proven success in managing complex client engagements
Strong project management skills for multitasking
Exceptional communication and interpersonal skills
Analytical skills for data interpretation
Proficiency in project management tools like Smartsheet or Jira
Customer-focused mindset
Ability to work in cross-functional teams
Strong problem-solving abilities
Adaptability to fast-paced environments
Understanding of data management and healthcare datasets preferred
Experience in oncology or related fields preferred
Responsibilities
Act as a central hub for customer information and insights
Collaborate to create comprehensive program plans
Serve as point of contact for program-level customer engagements
Advocate for customers by analyzing feedback and driving change
Manage interdependencies across client engagements
Develop expertise in workflows and best practices
Monitor KPIs and provide regular status updates
Identify risks and lead mitigation tactics
Benefits
Comprehensive health insurance
Retirement savings plan
Professional development opportunities
Flexible work arrangements
Collaborative work environment
Full Job Description
Your Opportunity
As a Senior Program Manager in the Customer Success department of the Clinical Solutions business unit, you will oversee entire programs of customer engagements and serve as central source of customer information. You will report to the Executive Director, Customer Success and collaborate in a cross-functional environment with representatives from Business Development, Data Products, and Client Services. This is a client-facing role where you will ensure program delivery meets customer needs, increases satisfaction, drives adoption, and strengthens long-term relationships. Your responsibilities will focus on deriving maximum value for customers from all contracted products and services. This role will contribute to corporate goals that progress the company's portfolio of products and operational efficiency.
How You'll Make an Impact
Act as a central hub of customer information and disseminate insights to Business Development, Customer Success, Operations, and Client Service delivery teams.
Collaborate with internal stakeholders to create comprehensive program plans including tasks, timelines, milestones, team assignments, and deliverable responsibilities.
Serve as a point of contact for program-level customer engagements, including developing agendas, preparing meeting content, leading discussions, synthesizing minutes, and coordinating action items.
Advocate for the customer with internal teams by collecting and analyzing customer feedback, understanding requirements, conducting gaps assessments, synthesizing findings, and driving internal change.
Manage interdependencies across unique client engagements, facilitate collaboration to optimize outcomes, and advise on prioritization as needed.
Develop expertise and consult on end-to-end workflows, key stakeholders, best practices, and common pitfalls related to client solutions.
Monitor KPIs related to program progress, customer engagement, and overall satisfaction; build dashboards and provide regular status updates to strategic and operational leads.
Identify risk and issues across the client program, define and lead mitigation tactics, implement issue resolutions, and perform escalations as needed.
What You'll Bring
Bachelor's degree in a relevant field or equivalent combination of education and professional experience.
PMP (Project Management Professional) or similar certifications preferred.
Minimum of seven years of experience in program management, client management, project management, or a related role.
Proven track record of managing multi-faceted client engagements and delivering successful outcomes.
Strong project management skills with the ability to handle multiple projects simultaneously.
Exceptional communication and interpersonal skills for managing internal and external stakeholders.
Analytical skills to interpret data and make informed decisions.
Proficiency in project management tools and software (e.g., Smartsheet, Jira, OpenAir).
Customer-focused mindset with a commitment to enhancing client satisfaction.
Ability to work effectively in a cross-functional team environment.
Strong problem-solving abilities and attention to detail.
Adaptability to changing priorities and a fast-paced work environment.
Understanding of data management, scientific methods, and/or prior collaborations on projects using large healthcare datasets such as claims, electronic medical records, or patient-reported outcomes preferred.
Experience within the oncology space related to one or more specific solid tumor types or hematological malignancies preferred.
