Senior Engagement Manager

About the role

Claritas Rx has a nimble Silicon Valley start-up culture. We are looking to build a strong delivery team of experts that can help scale a premier channel management solution. The Engagement Manager is 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.

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
• 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
• 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

Requirements

Required:

• 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

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

Qualifications

Required:

• Bachelor's degree in a related field
• 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

Skills/Knowledge

• Enjoy working with others and collaborating
• 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
• 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

Benefits

Competitive salary of $135,000 to $150,000 and benefits package

Pay

$135,000 to $150,000

Schedule

N/A