Client Delivery & Success Manager

Role Summary: The Client Delivery & success Manager – KSA Eastern Region will be responsible for leading the end-to-end delivery of complex healthcare and Revenue Cycle Management (RCM) software implementation projects, while serving as the primary commercial and operational link to key client accounts across the Eastern Province of Saudi Arabia. Acting as the key representative for Santechture in the Eastern Region, this role balances dual responsibilities: driving project execution rigor and cultivating strong, trusted relationships with hospital leadership, C-suite executives, IT directors, and operational stakeholders. The role requires a deep understanding of Saudi Arabia's healthcare sector, RCM workflows, Electronic Medical Record (EMR) integrations, and regional regulatory standards (such as CHI/NPHIES). The successful candidate will oversee delivery governance, client engagement, scope management, and account expansion opportunities, ensuring Santechture exceeds client expectations while delivering measurable operational and financial value. Primary Responsibilities: Regional Project Delivery & Governance: • End-to-End Execution: Lead the end-to-end delivery of healthcare and RCM implementation projects in the Eastern Province, ensuring completion on time, within scope, and on budget. • EMR & Technical Integration: Oversee the integration of Santechture's solutions with client Electronic Medical Record (EMR/HIS) systems and third-party healthcare platforms. • Project Governance: Develop and maintain project charters, baseline schedules, risk registers, dependency logs, and milestone reporting in alignment with corporate PMO standards. • Scope & Change Management: Proactively manage project scope, evaluate change requests, mitigate risks, and resolve delivery bottlenecks promptly. Client Engagement & Account Management: • Strategic Relationship Management: Serve as the main point of contact for client executive sponsors, IT leaders, clinical heads, and RCM managers across Eastern Region accounts. • Client Success & Adoption: Drive user adoption, ensure operational readiness, and advocate for the client's strategic needs within Santechture. • Account Growth & Up-selling: Identify opportunities for expanded solution deployment, new module rollouts, and service enhancements in collaboration with the regional sales team. • Escalation Management: 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: • Multi-Disciplined Orchestration: Coordinate cross-functional internal teams—including product managers, implementation engineers, technical architects, QA, and clinical coding consultants—to ensure seamless project rollouts. • Vendor & Partner Alignment: Collaborate with local EMR vendors, system integrators, and healthcare authorities to ensure technical alignment and compliance with Saudi healthcare regulations (NPHIES/CHI). • Coordinate the successful implementation and integration of Santechture solutions with Electronic Medical Record (EMR) systems and other healthcare applications, ensuring business, clinical, and technical requirements are effectively translated into project deliverables. • Continuous Improvement: Identify opportunities to improve project delivery methodologies, implementation processes, and client experience while contributing healthcare and RCM knowledge to the ongoing enhancement of Santechture's products and services. Job Requirements: 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 Electronic Medical Record (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: Excellent communication skills to interface effectively with product managers, front-end developers, and technical leads. • Adaptable & Proactive: Thrives in a fast-paced environment and takes ownership of deliverables from design to production deployment. Show more Show less

Core responsibilities include Regional Project Delivery & Governance (end-to-end delivery of healthcare and RCM implementation projects in the Eastern Province, EMR/third-party integrations, project governance, scope and change management), Client Engagement & Account Management (relationship management with client executives, driving adoption and operational readiness, account growth and up-selling, escalation management), Cross-Functional Coordination & Leadership (coordinating product managers, implementation engineers, technical architects, QA, clinical coding consultants; vendor alignment with EMR vendors and healthcare authorities; ensuring requirements are translated into deliverables; continuous improvement of delivery methodologies).