SaaS Solutions Manager

I am looking for a SaaS Solutions Engineer to join a large Pharma company

• This is a contract role initially 6 months but will be extended
• This is a remote contract.
• Needs to be confident with SaaS companies in a regulated environment and have clinical operations/life science experience .
• Understanding of AI helps

You will be joining the Delivery team as a senior hands-on implementer and customer-facing technical lead. You will own the end-to-end configuration and activation of the companies solutions for customers, covering clinical study and protocol setup, data pipeline and integration configuration, and live troubleshooting through go-live and hypercare.

This role sits at the intersection of technical delivery and customer partnership. You will configure the companies platform to meet the specific requirements of each customer study and protocol, guide customers through data integration onboarding, and be present and decisive during go-live windows when the pressure is highest. You will work across multiple concurrent customer rollouts, product releases, and our flagship customer programme simultaneously. The expectation is that you can operate independently, bring structure quickly, and escalate with a recommended path rather than just a problem. This

role will suit someone who has built real depth in enterprise SaaS configuration and implementation, understands how data moves between systems,

and brings the kind of technical credibility that earns trust with customer teams from the first session. AI tooling fluency is expected, not optional.

What You'll Do

• Clinical Study & Protocol Configuration: Configure the companies platform to meet customer-specific study and protocol requirements. Work directly with customers to understand configuration needs, validate setup against agreed specifications, and ensure the solution is fit for purpose before UAT begins.
• Data Pipeline & Integration Configuration: Lead data integration onboarding for customers, including requirements gathering, pipeline configuration, API setup, and connectivity testing between customer systems and the companies platform.
• Go-Live & Hypercare: Own the go-live window. Triage and resolve configuration and integration issues in real time, escalate with full context where needed, and maintain customer confidence under pressure. Stay close through hypercare until stability is confirmed.
• Customer Technical Guidance: Act as the customer's senior technical guide throughout implementation. Translate platform capability into practical configuration decisions and push back where customer requests would compromise delivery quality or timeline.
• Release Impact Management: Assess the impact of product releases on existing customer configurations across multiple concurrent accounts. Manage the update and revalidation process to keep deployments current and stable.
• Documentation & Playbooks: Build and maintain configuration guides, implementation playbooks, and onboarding checklists that the wider delivery team can scale from. Treat documentation as a delivery output, not an afterthought.
• Cross-Functional Collaboration: Work closely with the Data Delivery Lead, Test Manager, SaaS PM, and Engineering to close gaps between what is built and what customers need. Feed structured implementation insight back into product and roadmap conversations.
• AI-Driven Efficiency: Actively use AI tooling to accelerate configuration, documentation, and troubleshooting. Model the pace and approach the companies expects from its delivery team.

You are technically sharp, practically

minded, and have 5 to 8 years of enterprise SaaS implementation experience

behind you. You have configured platforms in customer environments, understand

how integrations fail and why, and know how to hold a customer's confidence

when things get hard. You bring structure to unstructured situations,

communicate clearly across technical and non-technical audiences, and are drawn

to environments that move fast and expect senior contributors to lead rather

than wait., * experience: 5 to 8 years in a SaaS implementation, solutions engineering, or technical delivery role with direct customer responsibility. Background in enterprise data and AI platforms strongly preferred (eg Snowflake, Databricks, Palantir, Veeva, Komodo Health, Datavant, or similar).

• Configuration & Technical Skills: Proven hands-on experience configuring SaaS platforms to customer specifications. Proficiency in API setup and testing, data pipeline configuration, and integration troubleshooting. Comfortable in cloud environments (AWS, Azure, or GCP).
• Data Fluency: Ability to understand structured data flows, perform data mapping, and diagnose pipeline issues without defaulting to engineering escalation for every problem.
• Customer-Facing Delivery: Demonstrated ability to lead technical workstreams directly with customers, manage expectations during high-pressure go-live periods, and represent the delivery team at a senior level in customer meetings.
• AI Literacy: Active use of AI tools in day-to-day workflow. Ability to apply AI to accelerate configuration, documentation, and problem diagnosis at pace.
• Communication: Strong written and verbal communication. Able to adjust register for technical and non-technical audiences and document clearly enough that others can execute from your output.
• Culture: Comfortable in a start-up pace within a regulated industry. Able to operate with ambiguity, build process where none exists, and hold delivery quality without being managed into it., * Direct experience in digital health, life sciences SaaS, or clinical trial technology platforms.
• Familiarity with clinical data standards or study structures (eg CDISC, USDM) is a strong advantage.
• experience managing flagship or strategic customer accounts alongside a broader portfolio.
• Familiarity with integration monitoring tools, automated testing, and customer delivery playbooks.