Senior Engagement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the comprehensive project plan for multiple active Ascend 2.0 implementations, encompassing all workstreams — data onboarding, configuration, testing, UAT, and go-live — while managing the critical path for the overall implementation project plan.

• Oversee the Sales-to-Implementation intake process: validate SOW commitments, coordinate timelines with Customer Success (the long-term relationship owner from the SOW signature), and onboard the delivery team for kickoff. Maintain the RAID log (Risks, Actions, Issues, Decisions) and lead weekly external client calls; produce structured status updates that include project health (Red/Amber/Green), T-minus milestones, and necessary decisions.

• Manage relationships with data partners and vendors during the implementation phase: handle SFTP/API/EDI setup, agreement sign-offs, partner testing coordination, and data file specification reviews; serve as the primary contact for specialty pharmacies, hubs, specialty distributors, 3PLs, and other data partners. Collaborate closely with the Business Analyst regarding data specifications and configuration timelines, and with Customer Engineering for partner testing and non-standard pipeline work; identify discrepancies early and work towards resolution before testing initiates.

• Organize and facilitate UAT: create the UAT schedule, distribute testing materials, monitor issues and routing, and document client sign-off in partnership with Customer Success for client-facing UAT coordination. Address UAT defects and route them appropriately — configuration issues to the Business Analyst, custom build issues to Customer Engineering, and data/pipeline issues to Customer Engineering with notifications to relevant parties.

• Proactively identify and communicate implementation risks, scope changes, partner delays, and blockers to the Implementation Director; formulate mitigation plans and escalate issues before they affect go-live timelines or budgets.

• Ensure the internal QA gate is finalized prior to any client-facing testing — nothing will proceed to UAT without BA sign-off on configuration and CE sign-off on custom builds. Track and manage implementation activities in Smartsheet, JIRA, and Confluence, including data spec development tickets, file ingestion validation, UOM review, configuration milestones, and UAT issue tracking; collaborate closely with the Delivery Director, Business Analysts, and Customer Engineering to maintain progress and resolve blockers swiftly.

• Conduct go-live readiness assessments before deployment, ensuring that configuration, custom builds, partner testing, and UAT sign-off are thoroughly completed; manage the Implementation-to-Customer Success transition package — documenting configuration decisions, open items, custom builds, and outstanding client requests — to formalize the execution handover at go-live (CS has been the relationship owner since the SOW signature).

• Hold internal “lessons learned” sessions after each implementation, documenting enhancements to onboarding workflows, configuration templates, UAT practices, transition packages, and partner communication processes to continuously increase the efficiency and quality of future implementations.

⛳️ Requirements

• Over 5 years of experience in a commercial or operational role within a specialty pharma/biotech manufacturer, health tech company, or healthcare consulting firm, with familiarity in specialty pharmacy channel data, hub operations, or patient support programs.

• More than 5 years of previous experience in a customer engagement, implementation, or program management position for a SaaS or data analytics platform, including direct involvement in facilitating UAT, managing client-facing status reports (RAG), and delivering results across a wide range of methodologies, including agile.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and innovative work environment.