Senior Engagament Manager

Color Employer; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Lyric is seeking a Senior Engagement Manager to partner with healthcare payor clients, driving value through consultative engagement, operational excellence, and disciplined execution. This role leads client relationships, shapes solution delivery, and oversees implementations of Lyric products across payor engagements.

You will coordinate cross-functional teams—implementation, Go-to Market, Product, Engineering, Analytics—to configure, deploy, and drive adoption while maintaining trusted,

Responsibilities

• Act as a consultative partner to customers, proactively engaging to understand their evolving needs, business drivers, and strategic objectives.
• Facilitate discovery sessions and workshops to elicit, clarify, and document customer requirements, ensuring alignment with both immediate and long-term goals.
• Lead multiple implementation projects with diverse, cross-functional, and virtual teams.
• Act as the client-facing representative for Lyric project teams.
• Partner with the Go-to-Market team to define and execute client roadmaps.
• Direct Service Delivery teams and supporting teams to achieve high levels of customer satisfaction evidenced by all 7s survey results.
• Operate effectively within a matrixed project environment.

Job description

Lyric is the trusted leader in healthcare decision intelligence. Built on more than 35 years of proven results, Lyric combines responsible AI with clinical, payment, regulatory, and policy expertise to deliver transparent, auditable insights in milliseconds across real-time claims workflows. Lyric augments human decision-making so health plans can make faster, more accurate payments while maintaining full control. Today, Lyric supports 200 million lives, with nine of the top 10 U.S. health plans relying on its platform to reduce waste, improve efficiency, and support accurate payments.

Applicants must already be legally authorized to work in the U.S. Visa sponsorship/sponsorship assumption and other immigration support are not available for this position.

The Senior Engagement Manager serves as a strategic partner to our clients, driving value through consultative engagement, operational excellence, and disciplined execution. This role is responsible for leading customer relationships, shaping solution delivery, and ensuring that every interaction reinforces trust, transparency, and successful outcomes. As such, the Senior Engagement Manager provides project management leadership and oversight for implementations, of any size, of Lyric products and solutions within the healthcare payor industry. This role is accountable for coordinating and managing implementation projects, ensuring ongoing support, preparing status reports, proactively triaging issues, derisking challenges, and escalating risks when necessary.

The Senior Engagement Manager works closely with cross-functional teams-including implementation, Go-to Market, Product, Engineering, Analytics and others -to configure, deploy, and drive adoption of products in alignment with client roadmaps.

In addition, as a key member of the Customer Success function, this role consults with customers to deeply understand their business needs, documents requirements with precision, shapes and informs methodologies, leads course corrections when needed, and consistently demonstrates reliability and expertise. Through proactive engagement, continuous improvement, and sophisticated communication, the role ensures that both the organization and its customers achieve lasting success.

ESSENTIAL JOB RESPONSIBILITIES & KEY PERFORMANCE OUTCOMES

Client and Project Leadership

• Act as a consultative partner to customers, proactively engaging to understand their evolving needs, business drivers, and strategic objectives.
• Facilitate discovery sessions and workshops to elicit, clarify, and document customer requirements, ensuring alignment with both immediate and long-term goals. Regularly review and refine methodologies and processes based on customer feedback and industry best practices.
• Lead multiple implementation projects with diverse, cross-functional, and virtual teams.
• Act as the client-facing representative for Lyric project teams.
• Partner with the Go-to-Market team to define and execute client roadmaps.
• Direct Service Delivery teams and supporting teams to achieve high levels of customer satisfaction evidenced by all 7s survey results.
• Operate effectively within a matrixed project environment.

Closed Loop Execution

• Ensure all requests, insights, and decisions are acknowledged, documented, and followed through to closure.
• Collaborate transparently across internal teams and communicate externally only after confirming full internal alignment.
• Lead or support escalations with structured discovery, solution proposals, and documented resolution paths.
• Maintain visibility and accountability throughout the lifecycle of any initiative, issue, or customer need.
• Ensure projects are delivered on schedule and within budget.
• Manage scope and effectively implement change.
• Lead risk management efforts-identify, assess, and mitigate risks proactively.
• Ensure deliverables meet defined quality and performance standards.
• Coordinate interdepartmental dependencies and foster collaboration.
• Apply project management best practices, including risk and issue management, resource and time management, metrics and measurement tracking, and project coaching and mentoring.
• Demonstrate flexibility in managing competing priorities.

Documentation Excellence

• Demonstrate excellence in documenting customer requirements, business processes, and solution designs.
• Maintain living documentation that evolves with customer needs and project changes, supporting knowledge transfer and continuity.
• Leverage project management tools (e.g., Smartsheet, Jira/Confluence) to plan and track projects.
• Provide timely and effective communication with internal and external stakeholders.
• Stay aligned with product updates, tools, and release cycles.
• Understand customer goals, business environments, and challenges to ensure solutions meet evolving needs.
• Balance immediate project objectives with future organizational vision to ensure lasting impact.
• Act as a catalyst for change, continuously seeking opportunities to impro