Senior Engagement Manager

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

📋 Description

• Act as a strategic partner to clients, delivering value through consultative engagement, operational excellence, and disciplined execution.

• Manage customer relationships, shape solution delivery, and ensure positive outcomes.

• Provide leadership and oversight in project management for the implementation of Lyric products and solutions within the healthcare payor sector.

• Oversee implementation projects, ongoing support, status reports, issue triage, risk mitigation, and escalations.

• Collaborate with cross-functional teams including implementation, Go-to-Market, Product, Engineering, and Analytics to configure, deploy, and enhance product adoption.

• Grasp customer business needs, document requirements, shape methodologies, and guide course corrections.

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

• Manage multiple implementation projects with diverse, cross-functional, and virtual teams.

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

• Partner with the Go-to-Market team to outline and implement client roadmaps.

• Guide Service Delivery and support teams to ensure high levels of customer satisfaction.

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

• Lead or assist with escalations using structured discovery, solution proposals, and documented resolution paths.

• Ensure projects are delivered on time and within budget; manage scope and changes effectively.

• Oversee risk management, coordinate interdepartmental dependencies, and monitor project metrics.

• Implement project management best practices, including resource/time management, measurement tracking, coaching, and mentoring.

• Maintain ongoing documentation of customer requirements, business processes, and solution designs.

• Utilize Smartsheet, Jira/Confluence, and other project management tools to plan and monitor projects.

• Communicate effectively with both internal and external stakeholders.

• Stay updated with product updates, tools, and release cycles.

• Foster continuous improvement by utilizing customer feedback, outcome analysis, and adjustments as needed.

• Keep track of industry trends, regulatory changes, and emerging technologies.

• Share thought leadership and actionable insights with customers.

• Lead change management initiatives and encourage collaboration.

• Relay client insights to Product and Go-to-Market teams.

• Identify opportunities to enhance value, anticipate challenges, and support customer success.

• Assist with special initiatives and projects as determined by leadership.

• Ensure seamless coverage during PTO through proactive documentation and coordination of 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, with a minimum of four (4) years in software implementation.

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

• Willingness to travel: 20–25%.

• PMP certification is preferred.

• 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.

• 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.

• Skilled in scope management, risk/issue management, and stakeholder expectation setting.

• Excellent communication and presentation skills for both client engagements and internal discussions.

• Technical aptitude to understand and interpret complex information.

• Knowledge of product offerings with the capability to connect solutions to client needs.

• Ability to analyze complex situations, identify root causes, and develop effective, data-driven solutions that meet client needs.

• Strategic thinking and strong business acumen.

• Exceptional written and verbal communication capabilities.

• Experience in cross-functional collaboration and leadership.

• Discipline in execution and documentation management.

• Adaptability to change management processes.

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

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

• Proficient in facilitation and stakeholder engagement, employing active listening, probing questions, and forward-thinking problem solving.

• Capable of strategic planning to align client goals with product and service offerings.

• Expertise in structured problem-solving and solution design, including root cause analysis and business impact assessments.

• 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 already possess legal authorization to work in the U.S.; visa sponsorship and other immigration support are not available.

🏝️ Benefits

• Total rewards compensation in addition to base salary.

• Paid time off (PTO).

• 100% PTO coverage through designated backup resources and knowledge transfer.