Customer Delivery Manager

TetraScience

Customer Delivery Manager at TetraScience overseeing biopharma project delivery and customer engagement. Ensuring successful implementation and expansion across enterprise customer portfolios.

Posted 5/5/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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, not behind it
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.
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
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’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program deliverydata pipeline configurationchange managementscope managementrisk managementscientific data processingproject management

Soft Skills

influencing without authoritybuilding trustcommunicationnavigating political dynamicsproactive problem solvingstakeholder management

Certifications

PMPCSM