Senior Engagement Manager

Claritas Rx

2d•$135,000 - $150,000•Hybrid

About The Position

Claritas Rx is looking to build a strong delivery team of experts that can help scale a premier channel management solution. At Claritas Rx, our Engagement Managers are the operational backbone of every Ascend 2.0 implementation. You will join our Implementation team and serve as the primary driver of project management, data onboarding coordination, partner communication, and UAT facilitation across the full implementation lifecycle — from Sales-to-Implementation intake through go-live and the transition of execution to Customer Success. As owner of the critical path for the overall implementation project plan, you will maintain the detailed plan and RAID log across all workstreams (data onboarding, configuration, testing, and go-live), lead weekly client status calls with structured Red/Amber/Green reporting, and serve as the first line of risk identification. Engagement Managers partner closely with the Delivery Director on scope and solution design, with the Business Analyst on configuration and internal QA, with Customer Engineering on custom builds and partner testing, and with Customer Success — the long-term relationship owner from SOW signature — to ensure cohesive client communication from kickoff through hypercare. EMs are highly organized, proactive communicators who take pride in full-scale implementations and in delivering each engagement on time, on budget, and on scope.

Requirements

Enjoy working with others and collaborating
Self starter who has strong organizational and communication skills
Passion and determination about our platform solutions and our customer's success
Excellent organization and communication skills to engage with key customer and data partner stakeholders
Prior experience working with technical teams to deliver products
Experience with project management best practices and tools; hands-on experience with trackers for project plan management and JIRA/Confluence for technical ticket tracking is strongly preferred
5+ years of experience in a commercial or operational capacity at a specialty pharma/biotech manufacturer, health tech company, or healthcare consulting firm, with exposure to specialty pharmacy channel data, hub operations, or patient support programs
5+ years of prior work experience in a customer engagement, implementation, or program management role for a SaaS or data analytics platform, including direct experience facilitating UAT, managing client-facing status reporting (RAG), and delivering across a broad range of methodologies including agile.

Responsibilities

Own the detailed project plan across multiple active Ascend 2.0 implementations, covering all workstreams — data onboarding, configuration, testing, UAT, and go-live — and own the critical path for the overall implementation project plan.
Manage the Sales-to-Implementation intake process: validate SOW commitments, align on timeline with Customer Success (the long-term relationship owner from SOW signature), and onboard the delivery team for kickoff. Maintain the RAID log (Risks, Actions, Issues, Decisions) and lead weekly external client calls; produce structured status updates including project health (Red/Amber/Green), T-minus milestones, and decisions needed.
Own data partner and vendor relationships throughout implementation: SFTP/API/EDI setup, agreement sign-offs, partner testing coordination, and data file specification review; serve as the primary point of contact for specialty pharmacies, hubs, specialty distributors, 3PLs, and other data partners. Coordinate closely with the Business Analyst on data specs and configuration timelines and with Customer Engineering on partner testing and non-standard pipeline work; flag discrepancies early and drive resolution before testing begins.
Coordinate and facilitate UAT: build the UAT schedule, distribute test materials, track issues and routing, and document client sign-off in partnership with Customer Success on client-facing UAT coordination. Triage UAT defects and route appropriately — configuration issues to the Business Analyst, custom build issues to Customer Engineering, and data/pipeline issues to Customer Engineering with notification to relevant parties.
Proactively surface and communicate implementation risks, scope changes, partner delays, and blockers to the Implementation Director; develop mitigation plans and escalate issues before they impact go-live timelines or budget.
Ensure the internal QA gate is completed before any client-facing testing begins — nothing advances to UAT without BA sign-off on configuration and CE sign-off on custom builds. Track and drive implementation activities in Smartsheet, JIRA, and Confluence, including data spec development tickets, file ingestion validation, UOM review, configuration milestones, and UAT issue tracking; coordinate closely with the Delivery Director, Business Analysts, and Customer Engineering to maintain momentum and resolve blockers quickly.
Lead go-live readiness checks prior to deployment, verifying that configuration, custom builds, partner testing, and UAT sign-off are complete; own the Implementation-to-Customer Success transition package — documenting configuration decisions, open items, custom builds, and outstanding client requests — to formalize execution handover at go-live (CS has been the relationship owner since SOW signature).
Conduct internal “lessons learned” sessions following each implementation, documenting improvements to onboarding workflows, configuration templates, UAT practices, transition packages, and partner communication processes to continuously improve the efficiency and quality of future implementations.