Senior Customer Project Manager

Job Title

Senior Customer Project Manager

Job Description

Senior Customer Project Manager

The Senior Customer Project Manager is responsible for leading and delivering complex, enterprise-wide projects from initiation through completion, ensuring alignment with organizational strategy, scope, budget, timeline, and quality standards. This role manages cross-functional teams, drives operational excellence, and ensures successful integration of products and solutions across multiple business units and customer environments.

Your role:

Ultra-complex project management:

• Leads the planning, execution, and delivery of complex, enterprise-level, high-visibility and/or first-in-kind projects. Develops and manages comprehensive project plans, including resource allocation, task assignments, and scheduling, to ensure seamless project execution and successful achievement of all milestones.
• Serves as the primary point of contact for customers throughout the project lifecycle, managing relationships, addressing concerns, and ensuring clear communication and alignment.
• Fosters strong collaboration among cross-functional teams, including technical, clinical, and operational personnel, to ensure that all project tasks are completed effectively and in alignment with customer needs.
• Leads risk management activities, proactively identifying, assessing, and mitigating project risks and issues to ensure project success and minimize potential disruptions.
• Oversees the integration, installation, and delivery of products, services, and solutions at customer sites, ensuring that all technical, operational, and compliance requirements are fully met.
• Prepares and presents detailed project reports and updates to senior management and customers, providing insights into project progress, risks, and opportunities for improvement.
• Monitors and controls project budgets, tracks expenditures, and ensures financial performance aligns with projections, taking corrective actions as necessary to maintain budgetary compliance. Proactively monitors and drives projects to realization of all organizational KPIs, such as meeting Go Live readiness requirements, preventing critical and high post-Go Live tickets, realizing revenue and budget targets.

Leadership responsibilities:

• Proactively identifies, documents and applies lessons learned with project teams, in close partnership with similar senior staff members in the Clinical and Technical teams.
• Drives continuous process improvement processes through co-authorship of the PM Playbook and other guidelines, and by educating, coaching and evangelizing best-practices with other project resources.
• Serve as a driving force for Project Pandora, our top-level initiative to realize standard work, skills-based resourcing, quality control workflow and improved tooling and staff management.
• Champion our ongoing transition to Smartsheet, as a superuser and mentor to others. Work with the Smartsheet team to adjust their tool to our needs. Co-own the Master Project Plan template and drive wide-spread adoption and improvement in the PM and broader Delivery teams.

You're the right fit if:

• You have acquired 5+ years of experience in Project Management or equivalent in healthcare informatics and are an expert user with Project Management Software. PACS experience is strongly preferred.
• You are a highly reliable problem-solver with excellent interpersonal and communication skills, who does not shy away from a challenge. Affinity and prior experience with KPIs is a bonus.
• You have a Bachelor’s degree in Business Administration, Engineering, Science, or equivalent. 3+ years of equivalent experience considered with a Master’s degree.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You are passionate about and skilled at continuous process improvement and a go-getter who proactively seeks ways to improve on the status quo and help your PM colleagues grow as professionals.
• You have a willingness to travel up to 30%.

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