Customer Delivery Manager- 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.

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

What You Bring

• Undergraduate degree in a life science, chemistry, or engineering discipline preferred.
• 5+ years in management consulting (top-tier firm strongly preferred), enterprise SaaS delivery, or life sciences IT program management — with direct experience inside or serving large biopharma organizations.
• 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.
• Strong scientific or laboratory domain literacy — you understand what it means to move instrument data from raw acquisition through processed and analysis-ready layers.
• 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.
• Excellent communicator — equally comfortable in a working session with a data engineer as in a steering committee with a VP of Divisional IT.
• Proficiency with project management tools (Jira, Smartsheet, MS Project, or similar); familiarity with agile and waterfall methodologies.
• PMP, CSM, or equivalent certification preferred.
• Ability to travel to customer sites routinely flexing based on specific account needs (baseline expectation 1x weekly).

Benefits

• 100% employer-paid benefits for all eligible employees and immediate family members.
• Unlimited paid time off (PTO).
• 401K.
• Flexible working arrangements - Remote work.
• Company paid Life Insurance, LTD/STD.
• A culture of continuous improvement where you can grow your career and get coaching.