Senior Program Manager, Customer Success Operations

Role

SmarterDx is seeking a highly strategic and experienced Senior Program Manager to provide strategic oversight and drive execution of a portfolio of complex, cross-functional, client-impacting initiatives for the Customer Success team. 

Most of our day-to-day clients are clinical documentation improvement specialists and coders at US health systems. Supporting their work is an essential component of what we do at SmarterDx, and in this role, you will focus on initiatives that optimize the adoption and impact of our clinical AI solutions across US health systems. You will be a leader in ensuring the Customer Success team's near and long-term priorities are met by establishing and driving program governance, standards, and accountability across all stakeholders. 

A critical function of this role is to partner with Customer Success leaders to define project objectives and oversee delivery and updates throughout each project’s life cycle. Via this partnership, you will translate business strategy into executable programs, providing clear, concise, and timely updates to executive stakeholders, and proactively mitigating program risks and roadblocks.

**This role is fully remote within the US, preferably working Central or Eastern business hours**

What You’ll Do

• Partner with CS leadership to prioritize and drive the strategic roadmap for a portfolio of programs, ensuring alignment with executive-level business objectives
• Regularly deliver concise and impactful program updates,  including key achievements, risks, and challenges with proposed mitigation strategies, to CS leadership and cross-functional partners
• Schedule and track complex, high-impact program timelines and milestones using advanced project management tools
• Champion and exemplify program management best practices, tools, and templates across the Customer Success organization, driving continuous process improvement
• Serve as a subject matter expert and mentor for other Program and Project Managers, elevating the overall project management maturity within the department
• Direct and document formal program post-mortems, developing comprehensive recommendations reports to institutionalize learnings from successful and unsuccessful program elements

What You Bring

• Bachelor's degree in Business Administration, Project Management, or a related field;  Master’s degree preferred
• Minimum of 7+ years of progressive experience in project management, with a proven track record of successfully managing cross-functional projects or 12+ years of experience in lieu of a Bachelor’s degree
• Experience with implementing and serving as an admin or super user for project management software (e.g., Jira, Asana, Churn Zero, Microsoft Project)
• Strong understanding of and ability to leverage different aspects of project management methodologies (e.g., Agile, Scrum, Waterfall) based on company needs
• Experience at a startup or fast-paced company; ability to move fast and adapt quickly with minimal supervision
• Ability to manage multiple projects simultaneously and prioritize effectively
• Comfortable engaging with and providing reports and recommendations to executive leadership
• Strong problem-solving and analytical abilities

Compensation

$130,000 - $150,000 salary

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