Senior Program Manager, Implementation & Client Success

STERIS Instrument Management Services, Inc.•Charlotte, NC

1d•$124,738 - $161,425•Remote

About The Position

The Senior Program Manager-National Implementation & Customer Success will lead enterprise-level customer implementations and onboarding programs; serve as the primary Customer owner during implementation; partner closely with IMS Sales, Operations, Product, and Customer Success to ensure seamless execution and adoption. This position is remote to support accounts in the East and Central Region.

Requirements

Bachelor’s degree in business, engineering or related discipline; MBA preferred.
Minimum of 12 years of relevant experience, with minimum of 8 years successfully leading and managing large complex cross functional programs and projects.
Demonstrated ability to manage multiple priorities simultaneously and respond appropriately to change.
Demonstrated ability to translate data into effective decision making with stakeholders.
Proven ability to understand business and technical requirements to lead teams around a common vision to execute, and success in building collaborative, cross-functional relationships.
Advanced knowledge of project management tools and methodologies
Exceptional communication skills at all levels (written and verbal).
Ability to deliver executive presentations and influence at all levels.
Relationship management with an ability to work effectively with multiple layers of the organization – in particular, working with / supporting executive team members is critical
Ability to communicate complex business / technical challenges in a simplified manner

Responsibilities

Lead national, enterprise-level implementation programs, ensuring on-time, high-quality delivery across regions.
Develop and manage project plans, proactively identifying risks and driving successful outcomes.
Serve as the primary client contact, providing guidance, communication, and support throughout implementation.
Translate customer needs into scalable deployment strategies that align with business goals and ROI.
Drive cross-functional collaboration across Sales, Product, Operations, and Support to ensure seamless execution.
Establish and optimize implementation frameworks, playbooks, and best practices for consistent delivery.
Monitor performance metrics, customer adoption, and post-launch success to inform continuous improvement.
Partner with Sales on deal strategy, solution validation, and alignment with operational capabilities.
Train, mentor, and support regional implementation teams to ensure consistent execution and excellence.
Conduct post-implementation reviews, gather client feedback, and recommend enhancements for future deployments.