[Hiring] Strategic Client Programs Specialist @TBC Corporation

Role Description

The Strategic Client Programs Specialist serves as the central post-sales program leader for strategic clients, aligning client goals with cross-functional execution across various teams. They drive program governance, coordination, risk management, and reporting to ensure commitments are met while bringing together the right experts to address client needs, optimize adoption, and maximize value realization.

Essential Job Responsibilities

• Strategic Program Leadership and Planning
  • Develop and maintain an integrated program plan covering strategic initiatives, active implementations, operational priorities, milestones, deliverables, owners, and dependencies.
  • Translate agreed client objectives and priorities into coordinated work across the responsible teams.
  • Track progress against plans and commitments, follow up with owners, and identify where work needs attention or decisions.
  • Coordinate planning across workstreams, including sequencing, capacity constraints, and impacts on other client initiatives.
  • Maintain both the overall program view and the detailed information needed to support execution and escalation.
• Governance and Client Engagement
  • Serve as a program-level counterpart to the assigned client, coordinating discussions that span multiple teams or initiatives.
  • Establish and manage the program cadence, including workstream updates, client governance meetings, steering committees, and leadership reviews.
  • Prepare agendas, materials, decision requests, and follow-up actions for governance discussions.
  • Bring together the appropriate client and Lyric stakeholders to resolve priorities, risks, and cross-functional issues.
  • Frame options and implications for decisions affecting scope, priorities, timing, resources, or economics, and escalate them through the agreed governance structure.
  • Ensure decisions and client commitments are documented, communicated, and reflected in program plans.
• Consultative Client Planning and Value Realization
  • Develop an understanding of the client’s goals, operating environment, current use of Lyric capabilities, and measures of success.
  • Coordinate Product, Clinical, Analytics, operational, and other experts in assessing client needs, raising concerns, and developing recommendations.
  • Identify where existing capabilities may be underused and facilitate discussions about how the client could realize more value from them.
  • Track progress against agreed client outcomes and bring together the appropriate experts to address gaps between expected and actual results.
  • Connect insights from implementation and ongoing operations to future client planning and priorities.
• Intake, Prioritization, and Cross-Functional Coordination
  • Maintain an organized view of client requests, enhancements, operational initiatives, and other work requiring cross-functional support.
  • Coordinate assessment of requirements, impacts, assumptions, dependencies, and recommended next steps with the responsible teams.
  • Facilitate alignment on priorities and sequencing; bring unresolved tradeoffs to the appropriate decision-makers.
  • Track approved work through the program plan so that owners, commitments, and status remain clear.
• Release Readiness and Implementation Coordination
  • Coordinate cross-functional readiness for releases, implementations, migrations, and other significant client events.
  • Maintain visibility into readiness milestones, required actions, testing status, operational preparation, client communications, and dependencies.
  • Follow up with responsible owners on outstanding readiness items and escalate concerns that could affect a client commitment or planned event.
  • Facilitate communication among business, operational, delivery, and technical teams before and during implementation.
  • Track post-implementation issues, adoption, outcomes, and lessons learned.
• Risk, Issue, Dependency, and Change Management
  • Maintain program-level risks, issues, assumptions, and dependencies, including owners, mitigation actions, target dates, and escalation status.
  • Proactively identify threats to milestones, client commitments, operational performance, or expected outcomes.
  • Follow up on mitigation and resolution actions and escalate items that require leadership attention or cross-functional decisions.
  • Coordinate the planning and communication needed to prepare client and internal stakeholders for significant changes.
• Reporting and Operational Excellence
  • Develop and maintain program status reports, dashboards, governance metrics, milestone tracking, and executive materials.
  • Provide an accurate, current view of program health, delivery performance, decisions, risks, and client outcomes.
  • Collect and reconcile updates from workstream owners, identify gaps or conflicting information, and ensure reporting supports action.
  • Improve program processes, reporting, and cross-functional ways of working based on lessons learned.

Qualifications

• Minimum of seven (7) years of experience in program management, client success, professional services, PMO, consulting, or a related field.
• Experience managing detailed plans and reporting for large, cross-functional, client-facing initiatives.
• Experience working with executive stakeholders and client leadership teams.
• Demonstrated ability to lead through influence and establish accountability without direct reporting authority.
• Experience connecting implementation, ongoing operations, adoption.

Preferred Qualifications

• Healthcare payer, payment integrity, or healthcare technology experience.

Compensation

The US base salary range for this full-time position is: $125,241.00 - $187,862.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. Please note that the compensation details listed in US role postings reflect the base salary only, and does not reflect the value of the total rewards compensation.

Company Description

Lyric is an Equal Opportunity Employer that strives to create an inclusive environment, empower employees and embrace collaborative success.