Senior Engagement Manager

📋 Description

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

• Oversee the Sales-to-Implementation intake process: confirm SOW commitments, synchronize timelines with Customer Success (the long-term relationship manager from the point of SOW signature), and onboard the delivery team for project kickoff. Maintain the RAID log (Risks, Actions, Issues, Decisions) and lead weekly calls with external clients; provide structured status updates highlighting project health (Red/Amber/Green), T-minus milestones, and required decisions.

• Manage relationships with data partners and vendors throughout the implementation process: handle SFTP/API/EDI setup, sign-off on agreements, coordinate partner testing, and review data file specifications; act as the primary liaison for specialty pharmacies, hubs, specialty distributors, 3PLs, and other data partners. Collaborate closely with the Business Analyst on data specifications and configuration timelines, as well as with Customer Engineering on partner testing and non-standard pipeline tasks; identify discrepancies early and drive resolution prior to testing commencement.

• Organize and facilitate UAT: create the UAT schedule, distribute test materials, monitor issues and routing, and document client approval in conjunction with Customer Success for client-facing UAT coordination. Address UAT defects and direct them appropriately — configuration issues to the Business Analyst, custom build issues to Customer Engineering, and data/pipeline issues to Customer Engineering while notifying relevant parties.

• Actively identify and communicate implementation risks, scope modifications, partner delays, and obstacles to the Implementation Director; formulate mitigation strategies and escalate concerns before they affect go-live schedules or budget constraints.

• Ensure the internal QA gate is completed prior to any client-facing testing commencing — no advancement to UAT occurs without Business Analyst sign-off on configuration and Customer Engineering sign-off on custom builds. Monitor and drive implementation tasks in Smartsheet, JIRA, and Confluence, including data specification development tickets, file ingestion validation, UOM reviews, configuration milestones, and UAT issue tracking; work closely with the Delivery Director, Business Analysts, and Customer Engineering to maintain progress and resolve blockers swiftly.

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

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

⛳️ Requirements

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

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working arrangements and remote work options.

• A collaborative and inclusive work environment.