Customer Delivery Director- Bay Area

TetraScience • San Francisco, CA

4d • Remote

About The Position

The Customer Delivery Director is the operational heartbeat of the TetraScience account team after landing a new customer or expanding the relationship with an existing customer. Where the Scientific Solutions Partner (SSP) wins the vision and the Technical Delivery Director (TDD) sets the technical implementation strategy, the Customer Delivery Director ensures that vision becomes reality — on time, on scope, and ahead of schedule. Both the SSP & Delivery roles share accountability for identifying and progressing expansion opportunities within their accounts.
The profile we are looking for is best described by a specific phenotype such as top tier consultants who went deep into biopharma. Someone who has lived inside these organizations, understands their political and procurement complexity, and knows how to clear the blockers — SSO, IT governance, vendor approval — that stall lesser implementations. At TetraScience, delivering on the contract ahead of schedule and showing value is the renewal and expansion strategy. Successful delivery always delivers scientific value as quickly as possible - TetraScience is not a service provider, we provide scientific outcomes.
This role owns the end-to-end delivery lifecycle for a portfolio of enterprise biopharma and life sciences customers, managing implementations & adoption of the Tetra Scientific Data Foundry and Tetra OS across the full medallion data architecture (bronze → silver → gold). The Customer Delivery Director is a trusted operational partner to the customer, bridging internal TetraScience teams (engineering, professional services, product, science) with diverse customer stakeholders to drive measurable outcomes.
This is not a project coordination role. The Customer Delivery Director is scientifically literate, politically adept, and commercially strategic — and capable of proactively identifying and closing risk across all three dimensions. In addition to delivery the Customer Delivery Director will be relentlessly connecting the dots to identify the next expansion opportunities at all times.
TetraScience provides its Customer Delivery Directors with AI-powered tools — including Claude Cowork and Codex — that automate status reporting, triage, and contracting workflows, enabling each DM to manage a broader portfolio without sacrificing delivery quality.

Requirements

• Advanced degree in a life science, chemistry, or engineering discipline preferred; equivalent practical experience considered
• 5-7+ years in management consulting (top-tier firm strongly preferred), enterprise SaaS delivery, or life sciences commercial program management — with direct experience inside or serving large biopharma organizations
• 2-4+ years life sciences laboratory research experience (advanced academia or industry) having deep familiarity with laboratory workflows and data: you understand what it means when a customer has 50 instruments generating unstructured data that no one can analyze
• Strong executive presence — equally compelling in a whiteboard architecture session and a C-suite business case conversation
• A track record of navigating complex enterprise environments & demonstrated ability to influence without direct authority: you know how to move procurement, IT security, and change control without losing momentum
• Fluency with scientific data concepts: file formats, instrument connectivity, data harmonization, and the path from raw data to AI-ready datasets
• Political fluency in large pharma: you build trust across scientific, IT, and procurement stakeholders simultaneously, and you know when to push and when to wait
• Proficiency with project management tools (Jira, Smartsheet, MS Project, or similar); familiarity with agile and waterfall methodologies
• A builder, not just a user of AI. Has turned modern AI tools into operational workflows that measurably speed up their own work and the team's.
• Ability to travel to customer sites for key delivery milestones routinely flexing based on specific account needs (baseline expectation 1x weekly)

Nice To Haves

• PMP, CSM, or equivalent certification preferred

Responsibilities

• Own end-to-end program delivery for a portfolio of enterprise customers, including implementation of instrument connectivity, Tetra OS data pipeline configuration (bronze/silver/gold), and scientific use case enablement & adoption.
• Navigate the full complexity of enterprise pharma delivery environments: SSO provisioning, IT security reviews, validation hurdles, procurement workflows, and change control processes — clearing blockers proactively so that go-live happens ahead of schedule, not behind it
• Hold the delivery pace even when the customer isn't pressing. Look around corners for timeline drag and scope creep, and resolve them through direct action or by identifying & moving the customer stakeholders who can unblock.
• Lead project kick-off, milestone tracking, resource planning, scope management, and project closure across multiple concurrent workstreams
• Manage and document change requests, ensuring scope changes are assessed, approved, and communicated with minimal disruption to timelines
• Maintain rigorous delivery governance: roles, responsibilities, decision rights, and escalation paths
• Coordinate internal teams, external vendors, customer stakeholders and management on both sides to ensure effective scientific outcomes.
• Serve as the primary operational point of contact for customer delivery stakeholders (Lab IT, informatics, project management, and scientific leads)
• Navigate customer political dynamics with fluency — building trust across scientific, IT, and procurement stakeholders simultaneously
• Run structured customer update meetings, steering committees, and executive delivery reviews
• Proactively manage risks and customer expectations; surface issues early and drive to resolution before they become escalations
• Ensure successful customer handoff from implementation to steady-state, with clear documentation and success criteria met
• Partner with Scientific & IT leaders to build and surface the customer's value realization story throughout the engagement: quantify scientific outcomes, translate them into ROI language senior budget owners will accept, and make that story visible to decision makers well before renewal windows open.
• Actively develop expansion pipelines (additional instruments, labs, use cases, sites, adjacent scientific workflows). Shape the commercial case jointly with the Scientific Solutions Partner and drive qualified opportunities into the account plan.
• Feed delivery intelligence into account strategy: stakeholder dynamics, unmet needs, political landscape, competitive signals. Advise with the SSP on timing and sequencing of expansion plays.
• Coordinate cross-functional TetraScience resources — scientific data engineers, technical architects, product — to meet delivery commitments
• Escalate technical issues to the Technical Delivery Director with clear context and business impact framing
• Contribute to continuous improvement of TetraScience’s delivery methodology, templates, and tooling

Benefits

• 100% employer-paid benefits for all eligible employees and immediate family members
• Unlimited paid time off (PTO)
• 401K
• Flexible working arrangements - Remote work
• Company paid Life Insurance, LTD/STD
• A culture of continuous improvement where you can grow your career and get coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree