Senior Program Manager, Customer Success

ConcertAI • Cambridge, MA

7h • $89,000 - $134,000

About The Position

As a Senior Program Manager in the Customer Success department of the Clinical Solutions business unit, you will oversee entire programs of customer engagements and serve as central source of customer information. You will report to the Executive Director, Customer Success and collaborate in a cross-functional environment with representatives from Business Development, Data Products, and Client Services. This is a client-facing role where you will ensure program delivery meets customer needs, increases satisfaction, drives adoption, and strengthens long-term relationships. Your responsibilities will focus on deriving maximum value for customers from all contracted products and services. This role will contribute to corporate goals that progress the company’s portfolio of products and operational efficiency.

Requirements

• Bachelor's degree in a relevant field or equivalent combination of education and professional experience.
• Minimum of seven years of experience in program management, client management, project management, or a related role.
• Proven track record of managing multi-faceted client engagements and delivering successful outcomes.
• Strong project management skills with the ability to handle multiple projects simultaneously.
• Exceptional communication and interpersonal skills for managing internal and external stakeholders.
• Analytical skills to interpret data and make informed decisions.
• Proficiency in project management tools and software (e.g., Smartsheet, Jira, OpenAir).
• Customer-focused mindset with a commitment to enhancing client satisfaction.
• Ability to work effectively in a cross-functional team environment.
• Strong problem-solving abilities and attention to detail.
• Adaptability to changing priorities and a fast-paced work environment.

Nice To Haves

• PMP (Project Management Professional) or similar certifications preferred.
• Understanding of data management, scientific methods, and/or prior collaborations on projects using large healthcare datasets such as claims, electronic medical records, or patient-reported outcomes preferred.
• Experience within the oncology space related to one or more specific solid tumor types or hematological malignancies preferred.

Responsibilities

• Act as a central hub of customer information and disseminate insights to Business Development, Customer Success, Operations, and Client Service delivery teams.
• Collaborate with internal stakeholders to create comprehensive program plans including tasks, timelines, milestones, team assignments, and deliverable responsibilities.
• Serve as a point of contact for program-level customer engagements, including developing agendas, preparing meeting content, leading discussions, synthesizing minutes, and coordinating action items.
• Advocate for the customer with internal teams by collecting and analyzing customer feedback, understanding requirements, conducting gaps assessments, synthesizing findings, and driving internal change.
• Manage interdependencies across unique client engagements, facilitate collaboration to optimize outcomes, and advise on prioritization as needed.
• Develop expertise and consult on end-to-end workflows, key stakeholders, best practices, and common pitfalls related to client solutions.
• Monitor KPIs related to program progress, customer engagement, and overall satisfaction; build dashboards and provide regular status updates to strategic and operational leads.
• Identify risk and issues across the client program, define and lead mitigation tactics, implement issue resolutions, and perform escalations as needed.

Benefits

• ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
• We are dedicated to providing reasonable accommodations throughout the application and hiring process, as well as during employment, in accordance with applicable federal, state, and local laws.
• Requests for accommodation will be handled confidentially and in accordance with applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior