Customer Delivery Director- NY/MA

What You’ll Do

Delivery Execution

• Own end-to-end program delivery for a portfolio of enterprise customers, including implementation of instrument connectivity, Tetra OS data pipeline configuration (bronze/silver/gold), and scientific use case enablement & adoption.
• Navigate the full complexity of enterprise pharma delivery environments: SSO provisioning, IT security reviews, validation hurdles, procurement workflows, and change control processes — clearing blockers proactively so that go-live happens ahead of schedule.
• Hold the delivery pace even when the customer isn't pressing. Look around corners for timeline drag and scope creep, and resolve them through direct action or by identifying & moving the customer stakeholders who can unblock.
• Lead project kick-off, milestone tracking, resource planning, scope management, and project closure across multiple concurrent workstreams.
• Manage and document change requests, ensuring scope changes are assessed, approved, and communicated with minimal disruption to timelines.
• Maintain rigorous delivery governance: roles, responsibilities, decision rights, and escalation paths.
• Coordinate internal teams, external vendors, customer stakeholders and management on both sides to ensure effective scientific outcomes.

Customer Account Management

• Serve as the primary operational point of contact for customer delivery stakeholders (Lab IT, informatics, project management, and scientific leads).
• Navigate customer political dynamics with fluency — building trust across scientific, IT, and procurement stakeholders simultaneously.
• Run structured customer update meetings, steering committees, and executive delivery reviews.
• Proactively manage risks and customer expectations; surface issues early and drive to resolution before they become escalations.
• Ensure successful customer handoff from implementation to steady-state, with clear documentation and success criteria met.

Commercial Strategy

• Partner with Scientific & IT leaders to build and surface the customer's value realization story throughout the engagement: quantify scientific outcomes, translate them into ROI language senior budget owners will accept, and make that story visible to decision makers well before renewal windows open.
• Actively develop expansion pipelines (additional instruments, labs, use cases, sites, adjacent scientific workflows). Shape the commercial case jointly with the Scientific Solutions Partner and drive qualified opportunities into the account plan.
• Feed delivery intelligence into account strategy: stakeholder dynamics, unmet needs, political landscape, competitive signals. Advise with the SSP on timing and sequencing of expansion plays.

Internal Collaboration

• Coordinate cross-functional TetraScience resources — scientific data engineers, technical architects, product — to meet delivery commitments.
• Escalate technical issues to the Technical Delivery Director with clear context and business impact framing.
• Contribute to continuous improvement of TetraScience’s delivery methodology, templates, and tooling.

Requirements

• Advanced degree in a life science, chemistry, or engineering discipline preferred; equivalent practical experience considered.
• 5-7+ years in management consulting (top-tier firm strongly preferred), enterprise SaaS delivery, or life sciences commercial program management — with direct experience inside or serving large biopharma organizations.
• 2-4+ years life sciences laboratory research experience (advanced academia or industry) having deep familiarity with laboratory workflows and data: you understand what it means when a customer has 50 instruments generating unstructured data that no one can analyze.
• Strong executive presence — equally compelling in a whiteboard architecture session and a C-suite business case conversation.
• A track record of navigating complex enterprise environments & demonstrated ability to influence without direct authority: you know how to move procurement, IT security, and change control without losing momentum.
• Fluency with scientific data concepts: file formats, instrument connectivity, data harmonization, and the path from raw data to AI-ready datasets.
• Political fluency in large pharma: you build trust across scientific, IT, and procurement stakeholders simultaneously, and you know when to push and when to wait.
• Proficiency with project management tools (Jira, Smartsheet, MS Project, or similar); familiarity with agile and waterfall methodologies.
• A builder, not just a user of AI. Has turned modern AI tools into operational workflows that measurably speed up their own work and the team's.
• PMP, CSM, or equivalent certification.