Project Manager, Customer Engineering

About the role

We are a rapidly growing healthcare technology company seeking a Project Manager to join our Customer Engineering team. Reporting to the Head of Customer Engineering, you will serve as the program coordination lead responsible for the end-to-end operational execution of customer implementations, including data loading, application configurations, tenant setup, SFTP connectivity, and training environment planning from kickoff through go-live.

Key Accountabilities

• Lead end-to-end operational execution of customer implementations, coordinating data loading, application configurations, tenant setup, SFTP connectivity, and training environment planning from kickoff through go-live
• Partner directly with the Implementation team to ensure Customer Engineering-related activities are scoped, scheduled, and performed to expectation across every customer engagement
• Drive cross-functional coordination across Engineering, Implementation, Customer Success, and customer-side stakeholders to keep implementation activities sequenced, unblocked, and on schedule
• Carefully coordinate project and program plans across multiple accounts, defining milestones, dependencies, and timelines to ensure delivery commitments are met on time and within scope
• Own JIRA-based tracking for delivery work, including ticket intake, grooming support, prioritization, sprint or Kanban board maintenance, and clear status tagging so work is visible and actionable
• Maintain and regularly update shared governance artifacts such as status dashboards, RAID logs, scorecards, and delivery trackers, consolidating inputs from Delivery, Customer Success, and operations
• Prepare concise reporting and decks for internal and external meetings (weekly customer syncs, monthly performance reviews, quarterly business reviews), highlighting progress, risks, and upcoming priorities
• Capture and track actions, decisions, risks, and issues from customer and internal calls, assigning owners and due dates, and following through to resolution
• Support Delivery Directors in backlog management and resource planning by organizing work queues, surfacing blockers, and aligning tickets to agreed priorities
• Help standardize and continuously improve governance processes and templates across accounts so teams can execute in a consistent, repeatable way with minimal meeting overhead
• Follow the meeting cadence set out for both external and internal meetings in Roles and Responsibilities documentation

Requirements

• 5+ years of project or program management experience, ideally in a SaaS, healthcare technology, or enterprise software environment
• Demonstrated experience coordinating multiple concurrent customer or product delivery programs end-to-end — planning, execution, reporting, and risk management
• Direct experience driving customer implementation activities such as data loading/ingestion, application or tenant configuration, SFTP setup, and environment provisioning (training, UAT, production)
• Hands-on expertise with JIRA for ticket intake, grooming, prioritization, and sprint/Kanban board management
• Experience with Agile delivery (Scrum, Kanban) and the ability to tailor process to fit team and customer needs
• Strong working knowledge of governance artifacts — status dashboards, RAID logs, scorecards, action/decision logs, and delivery trackers
• Excellent written and verbal communication skills, with proven ability to prepare and present concise reporting to both internal leadership and external customers
• Comfortable facilitating customer-facing meetings (weekly syncs, monthly performance reviews, quarterly business reviews) and driving follow-through on actions
• Strong analytical skills combined with a detail-oriented mindset; able to spot risks, gaps, and inconsistencies in plans and data
• Great energy and passion — must be comfortable in a rapidly changing, dynamic environment
• B.S. or B.A. in business, engineering, computer science, or related field
• Ability to work in a fast-paced, dynamic, and team-oriented environment

Preferred

• PMP, CSM, or equivalent project management certification
• Experience in healthcare, life sciences, or biopharma data
• Familiarity with HIPAA/SOC/HITRUST requirements
• Experience working with cloud-based data platforms (e.g., AWS)
• Experience standardizing governance templates and processes across a portfolio of accounts