# Customer Delivery Manager- NY/MA
**Company:** [TetraScience](https://hotfix.jobs/companies/tetrascience)
**Location:** Remote
**Experience:** 5+ years
**Skills:** Jira, Smartsheet, Ms Project, Agile, Waterfall, SSO, Tetra Os, Data Pipelines, Project Management, Scientific Data Engineering
**Posted:** 2026-05-12
> Owns end-to-end delivery lifecycle for enterprise biopharma customers implementing Tetra OS data pipelines and scientific workflows. Navigates complex IT/security/procurement environments, manages cross-functional teams, and drives adoption/expansion with 5+ years experience in SaaS delivery or consulting.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/customer-delivery-manager-ny-ma-at-tetrascience-dc0302d1-7bad-427c-9837-145fee045eae
**Canonical:** https://hotfix.jobs/jobs/customer-delivery-manager-ny-ma-at-tetrascience-dc0302d1-7bad-427c-9837-145fee045eae