Customer Delivery Director

TetraScience

Customer Delivery Director responsible for enterprise customer delivery at TetraScience. Leading implementation of data solutions in biopharma with a focus on scientific outcomes and stakeholder engagement.

Posted 5/12/2026full-timeBoston • Massachusetts, New York • 🇺🇸 United StatesLeadWebsite

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
Partner with Scientific & IT leaders to build and surface the customer's value realization story throughout the engagement: quantify scientific outcomes, translate them into ROI language senior budget owners will accept, and make that story visible to decision makers well before renewal windows open.
Actively develop expansion pipelines (additional instruments, labs, use cases, sites, adjacent scientific workflows). Shape the commercial case jointly with the Scientific Solutions Partner and drive qualified opportunities into the account plan.
Feed delivery intelligence into account strategy: stakeholder dynamics, unmet needs, political landscape, competitive signals. Advise with the SSP on timing and sequencing of expansion plays.
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

Advanced degree in a life science, chemistry, or engineering discipline preferred; equivalent practical experience considered
5-7+ years in management consulting (top-tier firm strongly preferred), enterprise SaaS delivery, or life sciences commercial program management — with direct experience inside or serving large biopharma organizations
2-4+ years life sciences laboratory research experience (advanced academia or industry) having deep familiarity with laboratory workflows and data: you understand what it means when a customer has 50 instruments generating unstructured data that no one can analyze
Strong executive presence — equally compelling in a whiteboard architecture session and a C-suite business case conversation
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
Fluency with scientific data concepts: file formats, instrument connectivity, data harmonization, and the path from raw data to AI-ready datasets
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
Proficiency with project management tools (Jira, Smartsheet, MS Project, or similar); familiarity with agile and waterfall methodologies
A builder, not just a user of AI. Has turned modern AI tools into operational workflows that measurably speed up their own work and the team's.
PMP, CSM, or equivalent certification preferred
Ability to travel to customer sites for key delivery milestones 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

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

program deliverydata pipeline configurationscientific use case enablementchange managementrisk managementdata harmonizationAI-ready datasetslaboratory workflowsinstrument connectivityproject management

Soft Skills

executive presenceinfluence without authoritypolitical fluencytrust buildingcommunicationproblem-solvingstakeholder managementproactive managementteam coordinationadaptability

Certifications

PMPCSM