Senior Engagement Manager

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

📋 Description

• Act as a strategic and consultative partner for healthcare payor clients.

• Manage client relationships and influence solution delivery to ensure successful outcomes.

• Provide leadership and oversight in project management for Lyric product and solution implementations.

• Organize and oversee implementation projects, ongoing support, status reporting, issue resolution, risk management, and escalation processes.

• Collaborate with implementation, Go-to-Market, Product, Engineering, Analytics, and other cross-functional teams.

• Configure, deploy, and promote product adoption in accordance with client roadmaps.

• Lead discovery sessions and workshops to gather, clarify, and document customer requirements.

• Oversee multiple implementation projects with varied, cross-functional, virtual teams.

• Serve as the client-facing representative for Lyric project teams.

• Direct service delivery and support teams to ensure customer satisfaction.

• Document and follow through on requests, insights, and decisions to ensure closure.

• Guarantee projects are completed on time, within budget, and meet established quality and performance standards.

• Manage project scope, changes, risks, issues, resources, dependencies, and metrics.

• Maintain up-to-date documentation of customer requirements, business processes, solution designs, project status, and engagement details.

• Utilize project management tools such as Smartsheet and Jira/Confluence for planning and tracking projects.

• Communicate proficiently with both internal and external stakeholders.

• Use customer insights to enhance methodologies, tools, and business practices.

• Monitor project outcomes and lead necessary adjustments and change management efforts.

• Share client insights with Product and Go-to-Market teams.

• Assist in special initiatives and projects as designated by leadership.

• Ensure seamless coverage during PTO through proactive documentation and coordination with backup resources.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Health Informatics, Computer Science, or a related field (or equivalent experience).

• At least five (5) years of experience in IT project management, including a minimum of four (4) years in software implementation.

• Preferably three (3) years of experience in healthcare, ideally within a payor environment with knowledge of claims processing and payment operations.

• Proficient in the MS Office Suite (Project, Visio, PowerPoint, Word, Excel).

• Experience with Jira/Confluence, Smartsheet, and Salesforce is preferred.

• Proven ability in conflict resolution, resource allocation, and prioritization.

• Willingness to travel: 20–25%.

• PMP certification is preferred.

• Demonstrated capability to lead multiple, high-visibility implementation projects.

• Expertise in SDLC-based project management and deployment environments.

• Solid understanding of project management principles, processes, and methodologies.

• Ability to identify process gaps and implement improvements.

• Skilled in managing scope, risks/issues, and setting expectations with stakeholders.

• Strong communication and presentation skills for both client-facing and internal interactions.

• Technical ability to comprehend and interpret complex information.

• Knowledge of product offerings and the ability to align solutions with client needs.

• Capacity to assess complex situations, identify root causes, and devise effective, data-driven solutions.

• Strategic thinking and business acumen.

• Excellent written and verbal communication skills.

• Ability to collaborate and lead cross-functional teams.

• Proficient in documentation and knowledge management.

• Experience in change management and adaptability.

• Strong organizational skills and a disciplined approach to data storage and knowledge sharing.

• Creative and agile in creating client-centric business solutions.

• Excellent facilitation and stakeholder engagement skills, including active listening, probing questions, and forward-thinking problem-solving.

• Strategic planning that aligns client goals with product and service offerings.

• Structured problem-solving skills and solution design expertise, including root cause analysis and business impact assessment.

• Proactive, adaptable, and focused on execution.

• Advanced technical knowledge of healthcare IT systems.

• Proven success in driving product adoption and maximizing client value.

• Applicants must be legally authorized to work in the U.S.; visa sponsorship and other immigration support are not available.

🏝️ Benefits

• Base salary range of $104,368.00–$156,551.00.

• 100% PTO coverage, ensuring uninterrupted customer support during scheduled absences.

• An equal opportunity and inclusive work environment.