Customer Delivery Manager

🕒 May 12

🏢🏡 Boston – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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TetraScience

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

🧬 Biotechnology

☁️ SaaS

Artificial Intelligence • Biotechnology • SaaS

TetraScience is a company dedicated to transforming raw scientific data into AI-native datasets for advanced scientific applications. By collaborating closely with leading biopharmaceutical companies, TetraScience enhances productivity, accelerates insights, and ensures data integrity across the scientific value chain. Their platform offers solutions for next-generation lab data management, AI-driven scientific outcomes, and compliance with industry standards. As the first company to provide a data and AI cloud built specifically for science, TetraScience enables its clients to liberate, unify, and transform their data, overcoming traditional data silos and boosting scientific productivity by providing a flexible, open, and collaborative infrastructure.

📋 Description

• 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

• 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

• 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