Manager, PMO

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and oversee the Professional Services (PS) delivery methodology.

• Establish and uphold the implementation framework, including phases, milestones, go/no-go criteria, and sign-off standards for all customer segments (SMB, Mid-Market, Enterprise).

• Ensure that the methodology is well-documented, version-controlled, and consistently utilized across the delivery team.

• Manage the PS portfolio perspective and health reporting.

• Maintain an up-to-date view of all active implementations, including stage, health score, risk flags, and anticipated go-live dates.

• Generate weekly and monthly reports for PS leadership and cross-functional stakeholders.

• Design and implement the escalation framework.

• Create the tiered escalation model that dictates when accounts transition from Customer Success Manager (CSM) level to management level and to Executive Leadership Team (ELT) visibility.

• Define triggers, Service Level Agreements (SLAs), and Directly Responsible Individual (DRI) accountability at each tier to ensure no at-risk account goes unnoticed past established thresholds.

• Lead the post-implementation Root Cause Analysis (RCA) program.

• Oversee the RCA process for contract rejections and high-risk churns, which includes template selection, root cause categorization, corrective action assignment, and aggregate trend reporting.

• Ensure that insights are regularly incorporated back into the delivery methodology and playbooks.

• Drive the PS tooling and process infrastructure.

• Manage the configuration and adoption of PS tools (Salesforce, Gainsight, project tracking) to ensure that systems reflect the actual situation rather than an idealized view.

• Ensure that Implementation Managers (IMs) and CSMs can focus on customers rather than administrative overhead.

• Develop and sustain implementation playbooks.

• Create playbooks tailored by customer type (service-only, construction, ERP-integrated) that reflect current product capabilities, known integration requirements, and field insights.

• Keep these documents as living resources, updating them after each significant account learning.

⛳️ Requirements

• Minimum of 5 years in a Professional Services, Customer Success, or Implementation leadership position at a B2B SaaS company.

• Direct experience in building or managing a Project Management Office (PMO) or delivery methodology function rather than merely following one.

• Proven history of managing complex, multi-stakeholder implementations that involve ERP or accounting integrations (such as NetSuite, Sage, QuickBooks, etc.).

• Strong analytical abilities, capable of constructing a portfolio health dashboard and articulating its significance to a VP in three minutes.

• Experience in designing escalation frameworks and churn intervention playbooks.

• Outstanding written and verbal communication skills; adept at navigating ambiguity and fostering consensus.

• Experience in or serving the construction, field service, or trades industry is a significant advantage.

• Proficiency in Salesforce and at least one implementation or project management tool (such as GCX, Certinia, Asana, etc.).

🏝️ Benefits

• Generous equity grant, allowing you to become a stakeholder in our company!

• A comprehensive benefits package.

• Flexible PTO and hybrid work arrangements.

• One-time work-from-home allowance.

• Office locations in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided on in-office days.

• Company events and team-building activities, available both in-person and virtually.

• A fast-paced, collaborative, and dynamic work environment.

• Opportunities for professional growth and career advancement.

• The chance to engage with cutting-edge technology and innovative solutions.

• An opportunity to be part of something groundbreaking for ourselves and our valued customers.