Program Director - Evinova
About The Position
The Program Director owns customer account implementation programs end to end, from kick-off through go-live and into the ongoing customer relationship. Programs may involve one workstream or multiple workstreams running in parallel. The role is the accountable delivery lead across the account program: primary customer contact during implementation, owner of the program plan and risks, and coordinator who keeps teams aligned and builds customer confidence. This is a hands-on position that stays close to the build and rollout to identify problems early. Where a Project Manager is assigned, that person handles day-to-day plan mechanics, RAID log upkeep, and status cadence for their workstream(s), while the Program Director retains program-level accountability and focuses on customer relationships, risk ownership, cross-functional blockers, and delivery decisions. Without an assigned Project Manager, the Program Director runs the workstream directly. After go-live, the Director continues to own the overall customer relationship, including quarterly business reviews and ongoing relationship management; an assigned Project Manager may handle day-to-day post-go-live implementation needs within their workstream. The role turns signed contracts into live, adopted solutions and contributes to the development of delivery practices as the team scales. This includes documenting effective approaches, identifying gaps, and improving how the organization delivers. The position is based on an expectation of working from the office an average of at least three days per week, with flexibility around individual circumstances.
Requirements
- Bachelor's degree.
- At least 7 years of experience.
- Demonstrable track record delivering SaaS implementations on enterprise platforms in regulated industries.
- Experience delivering while a product was still maturing, including managing implementation risks related to adoption, customers, and timelines.
- Structured delivery experience, including the ability to demonstrate a real delivery plan, a maintained RAID log, and risk decisions made under pressure.
- Experience running multiple concurrent implementations across different deployment models.
- Ability to maintain delivery quality in ambiguous environments without an established playbook.
- Experience managing sophisticated customers with high governance standards, such as pharma, life sciences, or similarly regulated enterprise environments.
- Surfaces risks early and directly, and communicates delivery status, product constraints, and timeline risks honestly, including uncomfortable messages.
- Builds customer trust through delivery rather than reassurance.
- Technical literacy sufficient to lead engineers, read a data model, understand integration dependencies, and engage with technical and non-technical audiences without being an engineer.
- Comfort engaging Product Engineering on build sequencing, release scope, and configuration constraints.
- Understanding of how AI-enabled product features affect implementation sequencing and data readiness.
- Ability to identify product gaps that require partner attention and frame them clearly for technical and non-technical audiences.
- Experience using AI tooling in delivery planning and project management workflows.
- Resilience under competing customer, commercial, and product pressures.
- Must have delivered SaaS implementations on enterprise platforms, rather than only managing projects within a vendor-delivered model.
- Must have delivered while the product was evolving, not only after it stabilized.
- Must have active technical literacy.
- Must have worked in pharma, life sciences, or a regulated enterprise environment.
Responsibilities
- Manage customer implementation programs end to end across an active portfolio, ranging from a single workstream to several running in parallel.
- Own the delivery plan, achievements, dependencies, and RAID log at the program level.
- Coordinate Solution Engineers, testers, Product Engineering, and assigned Project Managers to keep programs on track.
- Serve as the primary customer contact for delivery status, risks, and critical issues throughout implementation.
- Identify delivery risks arising from product development timelines or release scope, and manage them transparently with customers and internal teams.
- Adapt delivery approaches across forward-deployed, guided, and self-serve deployment models.
- Close out hypercare, capture lessons, document handovers, and avoid lingering post-go-live issues.
- Own the customer relationship after go-live, including QBRs and ongoing relationship management; where assigned, Project Managers handle day-to-day post-go-live implementation needs within their workstreams.
- Contribute to the delivery playbook by documenting approaches, flagging gaps, and helping the team learn.
- Maintain senior customer relationships as customers navigate the product, implementation, and adoption.
- Bring structure to an evolving delivery environment and contribute to process development alongside live delivery.
Benefits
- Short-term incentive bonus opportunity.
- Eligibility to participate in an equity-based long-term incentive program for salaried roles.
- Qualified retirement program (401(k) plan).
- Paid vacation and holidays.
- Paid leaves.
- Medical coverage.
- Prescription drug coverage.
- Dental coverage.
- Vision coverage.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
