Customer Delivery Manager- Bay Area

TetraScience • San Francisco, CA

4d • Remote

About The Position

TetraScience is seeking a Customer Delivery Manager to be the operational heartbeat of their account team, ensuring the successful delivery of solutions to new and existing customers. This role is crucial for transforming the vision set by the Scientific Solutions Partner (SSP) and Technical Delivery Director (TDD) into reality, focusing on on-time, on-scope, and ahead-of-schedule delivery. The ideal candidate will have deep experience in biopharma, understanding the complexities of these organizations and the ability to overcome blockers related to SSO, IT governance, and vendor approvals. TetraScience emphasizes delivering scientific outcomes and value quickly, viewing this as the core strategy for renewals and expansion. This position owns the end-to-end delivery lifecycle for enterprise biopharma and life sciences customers, managing the implementation and adoption of Tetra Scientific Data Foundry and Tetra OS across the data architecture. The Customer Delivery Manager acts as a trusted operational partner, bridging internal TetraScience teams with customer stakeholders to drive measurable results. This is not a project coordination role; it requires scientific literacy, political adeptness, and commercial strategy to proactively identify and mitigate risks. The role also involves continuously identifying expansion opportunities. TetraScience provides AI-powered tools to automate reporting and streamline workflows, enabling managers to handle a larger portfolio effectively.

Requirements

• Undergraduate degree in a life science, chemistry, or engineering discipline preferred.
• 5+ years in management consulting (top-tier firm strongly preferred), enterprise SaaS delivery, or life sciences IT program management — with direct experience inside or serving large biopharma organizations.
• 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.
• Strong scientific or laboratory domain literacy — you understand what it means to move instrument data from raw acquisition through processed and analysis-ready layers.
• 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.
• Excellent communicator — equally comfortable in a working session with a data engineer as in a steering committee with a VP of Divisional IT.
• Proficiency with project management tools (Jira, Smartsheet, MS Project, or similar); familiarity with agile and waterfall methodologies.
• PMP, CSM, or equivalent certification preferred.
• Ability to travel to customer sites routinely flexing based on specific account needs (baseline expectation 1x weekly).

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.
• 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