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Salary: USD 114,750 - 155,250 / annual
Tendo is seeking a Senior Program Manager to own end-to-end implementation delivery and customer relationships for its Insights product portfolio. You will manage complex, multi-stakeholder hospital implementations from contract signature through go-live and into steady-state value realization, serving as the trusted advisor to hospital CMOs, CFOs, and clinical documentation teams navigating cross-functional rollouts that touch clinical, financial, IT, and executive stakeholders.
This is a senior, largely autonomous role requiring you to build and run your own implementation plans, manage multiple concurrent customer engagements, navigate organizational politics within customer accounts, and represent Tendo credibly in front of hospital executives. You will partner closely with Sales, Product, and Support to ensure customer commitments are realistic and kept.
Key responsibilities include:
- Own end-to-end implementation planning for new customers, building phased project plans, governance structures, and realistic timelines based on each customer's specific data, IT, and organizational constraints
- Serve as primary relationship owner through implementation, building trusted-advisor relationships with executive sponsors (CMO/CFO-level), day-to-day champions, and operational stakeholders (CDI, HIM, IT/data teams)
- Identify and proactively manage delivery risk, including organizational and interpersonal risk (e.g., stakeholders viewing the tool as a threat, competing IT priorities)
- Run structured stakeholder communication and escalation cadences, managing engagements through periods of reduced executive sponsor availability
- Convert high-level or phased contract commitments into specific, mutually agreed implementation plans
- Build and deliver executive-level updates and business reviews connecting implementation progress to customer value, proposing credible leading indicators when ultimate metrics move too slowly
- Partner cross-functionally with Sales, Product, and Support to ensure seamless customer experience
- Manage multiple concurrent customer engagements at varying lifecycle stages, prioritizing across a portfolio
- Mentor and provide guidance to junior program/project managers as the team scales
Requirements:
- Bachelor's degree in Business, Communications, or related field, or equivalent professional experience
- 7+ years of experience in program/project management, implementation, or professional services, ideally in enterprise software, healthcare technology, or comparably complex B2B environment
- Track record of managing complex, multi-stakeholder implementations with executive-level customer visibility
- Demonstrated judgment in navigating organizational politics and relationship risk within customer accounts
- Strong executive communication and presence; comfortable building and delivering plans or business reviews directly to customer C-suite
- Structured, rigorous planning skills; ability to build realistic, dependency-aware timelines rather than generic templates
- Experience managing a portfolio of concurrent engagements and prioritizing across competing demands
Nice to have:
- Healthcare experience, particularly with hospital/health system operations, clinical quality programs, clinical documentation improvement (CDI), or healthcare data/analytics
- Familiarity with healthcare quality metrics and ranking programs (CMS Star Ratings, U.S. News & World Report rankings, HEDIS, or similar)
- PMP, PgMP, or similar program management certification
- Experience partnering with clinical, IT, and finance stakeholders simultaneously
