Senior Engagement Manager

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

📋 Description

• Serve as a consultative partner to clients, understanding their evolving needs, business drivers, and strategic goals.

• Conduct discovery sessions and workshops to elicit, clarify, and document client requirements.

• Oversee multiple implementation projects involving diverse, cross-functional, and remote teams.

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

• Collaborate with the Go-to-Market team to define and execute client roadmaps.

• Direct Service Delivery and supporting teams to ensure high levels of customer satisfaction.

• Coordinate and manage implementation projects for Lyric healthcare payer products and solutions.

• Provide leadership and oversight in project management for implementations.

• Prepare status reports, proactively address issues, mitigate challenges, and escalate risks as necessary.

• Ensure that requests, insights, and decisions are acknowledged, documented, and followed through to completion.

• Lead or support escalations through structured discovery, solution proposals, and documented resolution paths.

• Deliver projects on time and within budget constraints.

• Manage project scope and implement changes effectively.

• Lead risk management efforts, identify and mitigate risks, and ensure deliverables meet quality and performance standards.

• Coordinate interdepartmental dependencies and utilize project management best practices.

• Maintain ongoing documentation of client requirements, business processes, solution designs, project status, and engagement details.

• Utilize Smartsheet, Jira/Confluence, and other project management tools for project planning and tracking.

• Communicate effectively with both internal and external stakeholders.

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

• Stay updated on industry trends, regulatory changes, and emerging technologies.

• Share thought leadership and actionable insights with clients.

• Lead change management initiatives and promote collaboration.

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

• Advocate for Customer Success and proactively identify opportunities to provide additional value.

• Support special initiatives and projects as directed by leadership.

• Ensure smooth PTO coverage by documenting project status and coordinating 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 IT project management experience, including a minimum of four (4) years in software implementation.

• Preferred minimum of three (3) years of experience in healthcare, ideally in a payor environment with exposure to claims processing and payment operations.

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

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

• Proven track record in conflict resolution, resource allocation, and prioritization.

• PMP certification is preferred.

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

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

• Strong foundation in project management principles, processes, and methodologies.

• Ability to identify process gaps and implement improvements.

• Proficient in scope management, risk/issue management, and setting expectations with stakeholders.

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

• Technical aptitude to comprehend and interpret complex information.

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

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

• Strategic thinking and business acumen.

• Excellent written and verbal communication skills.

• Experience in cross-functional collaboration and leadership.

• Proficient in documentation and knowledge management.

• Expertise in change management and adaptability.

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

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

• Strong facilitation and stakeholder engagement skills, including active listening, probing questions, and innovative problem solving.

• Ability to align client goals with product and service offerings through strategic planning.

• Expertise in structured problem-solving and solution design, 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.

• Willingness to travel: 20–25%.

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

🏝️ Benefits

• Competitive base salary ranging from $104,368.00 to $156,551.00.

• Full-time employment opportunities.

• Paid Time Off (PTO) with planned full coverage during absences.

• Collaborative and inclusive work environment.

• Equal Opportunity Employer.