Strategic Customer Success Program Manager | AI Healthcare

ConcertAI; Philadelphia (Philadelphia County); On-site; USD 89,000 - 134,000; Full time

Job summary

ConcertAI is seeking a Senior Program Manager in the Customer Success team of the Clinical Solutions unit. You will oversee entire programs of customer engagements, coordinate cross-functional teams, and ensure delivery meets customer needs while driving adoption and long-term relationships.

Reporting to the Executive Director, Customer Success, you will collaborate with Business Development, Data Products, and Client Services to maximize value from contracted products and services.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• 7+ years of experience in program management or related roles.
• PMP or similar certifications preferred.
• Strong communication and analytical skills.
• Experience with healthcare data is a plus.

Responsibilities

• Act as a central hub of customer information and disseminate insights to internal teams.
• Collaborate with internal stakeholders to create comprehensive program plans with tasks, timelines, milestones, and deliverables.
• Serve as a point of contact for program-level engagements, including agendas, content, discussions, and action items.
• Advocate for the customer by collecting feedback, understanding requirements, and driving internal change.
• Manage interdependencies across client engagements and optimize outcomes.
• Develop end-to-end workflows, stakeholders, best practices, and avoid common pitfalls related to client solutions.
• Monitor KPIs related to program progress, adoption, and satisfaction; build dashboards and provide status updates.
• Identify risks and issues; define mitigation tactics and escalate when needed.

Skills

Program management

Client management

Cross-functional collaboration

Stakeholder management

Analytical thinking

Communication skills

Education

Bachelor's degree or equivalent

Tools

Smartsheet

Jira

OpenAir

Job description

ConcertAI is seeking a Senior Program Manager in the Customer Success team of the Clinical Solutions unit. You will oversee entire programs of customer engagements, coordinate cross-functional teams, and ensure delivery meets customer needs while driving adoption and long-term relationships.

Reporting to the Executive Director, Customer Success, you will collaborate with Business Development, Data Products, and Client Services to maximize value from contracted products and services.