Client Delivery & Success Manager

Role Summary

Regional Project Delivery & Governance

• Lead end-to-end delivery of healthcare and RCM implementation projects in the Eastern Province, ensuring completion on time, within scope, and on budget.
• Oversee integration of Santechture's solutions with client EMR/HIS systems and third-party healthcare platforms.
• Develop and maintain project charters, baseline schedules, risk registers, dependency logs, and milestone reporting in alignment with corporate PMO standards.
• Proactively manage project scope, evaluate change requests, mitigate risks, and resolve delivery bottlenecks promptly.

Client Engagement & Account Management

• Serve as the main point of contact for client executive sponsors, IT leaders, clinical heads, and RCM managers across Eastern Region accounts.
• Drive user adoption, ensure operational readiness, and advocate for the client's strategic needs within Santechture.
• Identify opportunities for expanded solution deployment, new module rollouts, and service enhancements in collaboration with the regional sales team.
• Serve as the primary escalation owner for delivery or operational issues, facilitating rapid alignment between client leadership and Santechture's technical teams.

Cross-Functional Coordination & Leadership

• Coordinate cross-functional internal teams including product managers, implementation engineers, technical architects, QA, and clinical coding consultants to ensure seamless project rollouts.
• Collaborate with local EMR vendors, system integrators, and healthcare authorities to ensure technical alignment and compliance with Saudi healthcare regulations (NPHIES/CHI).
• Coordinate implementation and integration of Santechture solutions with EMR systems and other healthcare applications, translating business, clinical, and technical requirements into project deliverables.
• Identify opportunities to improve project delivery methodologies, implementation processes, and client experience while contributing healthcare and RCM knowledge to product and service enhancement.

Education

• Bachelor's or Master's degree in Health Informatics, Computer Science, Information Systems, Software Engineering, Business Administration, or a related field.
• Project Management Professional (PMP) or PRINCE2 certification is required/strongly preferred.
• Additional certifications in Healthcare Information Management, RCM, Certified Revenue Cycle Representative (CRCR), or Agile/Scrum methodologies are considered a significant advantage.

Core Experience

• Minimum of 6-8 years of progressive experience in healthcare IT project delivery, client engagement, or IT implementation consulting, with at least 3 years in a client-facing manager capacity within the KSA market.
• Strong understanding of Saudi Arabia's healthcare landscape, private/public sector hospital dynamics, and mandatory regulatory/reimbursement frameworks (e.g., NPHIES, CHI, CCHI).
• Hands-on experience with EMR system implementations, HL7/FHIR integrations, and core RCM workflows (eligibility, coding, claims submission, denial management).
• Demonstrated ability to interact comfortably with C-suite executives, hospital owners, and clinical department heads to build trust and resolve complex issues.
• Based in or willing to relocate to the Eastern Province (Dammam/Khobar/Jubail), with ability to travel locally to client hospital sites as required.
• Fluency in written and spoken English and Arabic is strongly preferred.

Soft Skills & Work Ethic

• Analytical thinker with strong problem-solving skills.
• Collaborative team player with excellent communication skills to interface effectively with product managers, front-end developers, and technical leads.
• Adaptable and proactive, thriving in a fast-paced environment and taking ownership of deliverables from design to production deployment.