Senior Engagement Manager

TBC Corporation•Remote - Tennessee, TN

23h•$104,368 - $156,551

About The Position

The Senior Engagement Manager is a strategic partner to healthcare payor clients, driving value through consultative engagement, operational excellence, and disciplined execution. The role leads customer relationships and implementation projects of varying sizes for Lyric products and solutions, coordinating delivery, ongoing support, status reporting, issue triage, risk mitigation, and escalation as needed. It ensures implementations meet schedule, budget, quality, and performance expectations while reinforcing trust, transparency, and successful outcomes. Working within Customer Success and a matrixed environment, the Senior Engagement Manager collaborates with implementation, Go-to-Market, Product, Engineering, Analytics, and other teams to configure, deploy, and increase adoption of products in alignment with client roadmaps. The role elicits and documents customer requirements, understands business needs and processes, informs delivery methodologies, leads course corrections and change management, and maintains comprehensive project and customer documentation. It also identifies opportunities for continuous improvement, shares client insights and industry knowledge, and supports lasting customer success. Travel is 20–25%.

Requirements

Bachelor’s degree in Business Administration, Health Informatics, Computer Science, or a related field, or equivalent experience.
At least five years of IT project management experience, including at least four years in software implementation.
Proficiency in Microsoft Office Suite, including Project, Visio, PowerPoint, Word, and Excel.
Strong track record in conflict resolution, resource allocation, and prioritization.
Ability to manage multiple priorities and communicate and present effectively to clients and internal stakeholders.
Travel requirement of 20–25%.

Nice To Haves

At least three years of healthcare experience, ideally in a payor environment with exposure to claims processing and payment operations.
Experience with Jira/Confluence, Smartsheet, and Salesforce.
PMP certification.
Proven ability to lead multiple, highly visible 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.
Skill in scope management, risk and issue management, and stakeholder expectation setting.
Technical aptitude to understand and interpret complex information, including advanced knowledge of healthcare IT systems.
Knowledge of product offerings and ability to connect solutions to client needs.
Ability to assess complex situations, identify root causes, and develop effective, data-driven solutions.
Strategic thinking and business acumen.
Cross-functional collaboration and leadership skills.
Loop execution discipline, documentation, and knowledge management skills.
Change management capability and adaptability.
Strong organization, disciplined data storage, and knowledge-sharing practices.
Creative, agile approach to developing client-centric business solutions.
Strong facilitation and stakeholder engagement, including active listening, probing questions, and forward-thinking problem solving.
Strategic planning that aligns client goals with product and service offerings.
Structured problem-solving and solution design, including root-cause analysis and business-impact assessment.
Proactive, adaptable, and execution-focused mindset.
Demonstrated success driving product adoption and maximizing client value.

Responsibilities

Act as a consultative partner to customers, understanding their evolving needs, business drivers, and strategic objectives.
Facilitate discovery sessions and workshops to elicit, clarify, and document customer requirements and align them with immediate and long-term goals.
Lead multiple implementation projects with diverse, cross-functional, and virtual teams, serving as the client-facing representative for Lyric project teams.
Partner with the Go-to-Market team to define and execute client roadmaps.
Direct service delivery and supporting teams to achieve high customer satisfaction, including all 7s survey results.
Manage projects to schedule and budget, including scope, change, risks, issues, resources, time, metrics, and deliverable quality.
Coordinate interdepartmental dependencies and foster collaboration in a matrixed project environment.
Ensure requests, insights, and decisions are acknowledged, documented, and followed through to closure; maintain visibility and accountability across initiatives and customer needs.
Lead or support escalations through structured discovery, solution proposals, and documented resolution paths; confirm internal alignment before communicating externally.
Maintain accurate, evolving documentation of customer requirements, business processes, solution designs, project status, and engagement details to support knowledge transfer and continuity.
Use project management tools to plan and track projects and provide timely communication to internal and external stakeholders.
Stay aligned with product updates, tools, and release cycles, and ensure solutions address customer goals and changing needs.
Use customer feedback and outcomes to improve methodologies, tools, and business practices; stay informed about industry trends, regulatory changes, and emerging technologies.
Share thought leadership and actionable insights with customers and communicate client insights to Product and Go-to-Market teams.
Monitor project and service delivery outcomes, identify needed course corrections, and lead change management by communicating the rationale and benefits of adjustments.
Build team culture, foster collaboration, and maintain clear, transparent communication at all organizational levels.
Proactively identify opportunities to add value, anticipate challenges, and support customer success and product adoption.
Support special initiatives and projects as determined by leadership.
Ensure seamless PTO coverage by documenting project status, customer requirements, and engagement details and preparing designated backup resources.