Project Manager, SureAdhere

The Project Manager will play a critical role on the SureAdhere Customer Success team, driving successful software implementations and long-term value for our diverse clients across public health and clinical trials. This position is designed for an agile, highly curious professional who is a strong project manager with a deep interest in data, clinical trial operations, and technology. In this role, as an expert in the SureAdhere product, you will act as a pivotal link between our technology and real-world impact, ensuring that digital health and adherence programs run smoothly.

A significant portion of your day-to-day work will involve direct, hands-on execution. This is a role for a collaborative problem-solver who possesses the patience to dive deep into complex data investigations, the adaptability to test and optimize technical features alongside our development team, and the drive to constantly improve team processes and client enablement by leveraging modern digital tools, including AI and data analytics platform integrations. While the majority of this role is focused on supporting the SureAdhere clinical trials portfolio, you will also play a critical role in supporting our public health clients throughout their lifecycle. 

• →End-to-End Implementation: Act as the primary project manager for mid-sized workstreams and SaaS client accounts. Manage project plans, coordinate timelines, and ensure deliverable milestones are met on time and within scope.
• →Complex Project Support: Work closely with the rest of the SureAdhere team to support high-stakes, large-scale clinical trials and enterprise-level deployments, owning specific deliverables, tasks, and site readiness workstreams.
• →Risk & Issue Mitigation: Proactively identify project implementation risks, track roadblocks, and develop tactical mitigation plans to keep client programs running smoothly.

• Sales Enablement: Support the Partnerships team in responding to future/current client questions, developing responses to RFPs, and assisting with demos or other external meetings/events. 
• Manage Onboarding: Lead the end-to-end onboarding process for new public health SaaS partners, helping them seamlessly transition from sales to active platform utilization.
• Proactive Account Management: Own regular touchpoints and strategic check-ins with public health clients, tracking usage metrics, assessing account health, identifying opportunities for program expansion (upselling/cross-selling), and ensuring high platform retention.

• Data Discrepancy Investigation: Dive deep into study database outputs and user logs with high patience and analytical rigor to troubleshoot, identify, and resolve complex data discrepancies.
• Product Testing & Developer Collaboration: Partner with the product and engineering teams by conducting user-acceptance testing (UAT) for new features and translating field-level software challenges into clear requirements for developers.
• Training & Capacity Building: Design, lead, and deliver interactive software training sessions for clinical site staff, researchers, and key client stakeholders to ensure protocol compliance and software efficacy.

• Collateral & Resource Development: Author, design, and maintain high-quality client-facing onboarding collateral, training guides, and Help Center documentation.
• Operational Process Improvement: Actively research, learn, and implement modern productivity tools, analytics, and AI technologies to streamline customer success workflows, automate manual reporting, and optimize overall division operations.

• Project Management Experience: 4+ years of professional experience in project management, customer success, software implementation, or professional services delivery.
• Clinical Trials/Research Experience: Experience working on highly structured research or clinical trial projects/studies, including navigating strict compliance requirements and working with sensitive data/human subjects. 
• Data Fluency & Analytical Skills: Demonstrated ability to work comfortably with data, perform data quality checks, identify patterns, and investigate software-to-database discrepancies. High proficiency in Excel/Google Sheets is required.
• Technical Curiosity & Tool Upskilling: A strong appetite and self-driven ability to learn new software platforms, master product workflows, and actively experiment with and adopt emerging tools (including AI assistants, data analysis software, and modern collaboration frameworks).
• Client-Facing Communication & Training: Excellent verbal and written English communication skills. Experience leading software demos, presenting to diverse stakeholders, and running interactive training workshops.
• Patient Problem-Solving: A meticulous, structured approach to problem-solving, with the focus and patience required to systematically troubleshoot product or data challenges.
• Global Collaboration Fit: Strong organizational and time-management skills, with the self-discipline to work autonomously from a South African base while maintaining consistent communication with teammates in the US and global regions.

• Prior experience working in global public health, international development, clinical trials, or the digital health space (especially working with tuberculosis (TB) or infectious disease programs).
• Experience utilizing Jira, Confluence, Salesforce, or similar enterprise CRM and task-management tools.
• Demonstrated experience using AI platforms or analytical visualization software (e.g., PowerBI, Tableau) to design custom dashboards or automate workflows.
• Chinese language skills (spoken and/or written)