Senior Professional Services Manager – Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee intricate enterprise implementations across the First Advantage product suite, managing all phases from discovery and solution design to configuration, testing, go-live, stabilization, and transition to Customer Success.

• Convert customer business and technical needs into scalable and supportable solutions.

• Conduct discovery sessions, clarify trade-offs and constraints, and direct customers towards optimal decision-making practices.

• Create and manage customer-focused implementation plans that encompass scope, milestones, ownership, dependencies, risks, decisions, and criteria for success.

• Negotiate the scope, priorities, timelines, responsibilities, and solution options with both customers and internal stakeholders.

• Coordinate delivery efforts among Sales, Product, Technology, Operations, Customer Success, ATS/HRIS partners, and customer teams.

• Address and resolve obstacles while ensuring accountability among stakeholders.

• Lead the planning of integrations, configuration, and conduct pre- and post-production testing.

• Propel progress towards go-live and initial revenue while managing scope creep, delivery risks, customer dependencies, and recovery strategies.

• Guide and mentor peers, fostering their development in implementation leadership, customer engagement, and problem-solving skills.

• Enhance implementation playbooks, reusable solutions, and delivery methodologies based on lessons learned and insights gained from customers.

⛳️ Requirements

• Bachelor’s Degree or equivalent professional experience.

• Over 7 years of experience leading complex enterprise implementations, professional services engagements, solution delivery, or similar customer onboarding initiatives in B2B SaaS.

• Proficiency in discovery, requirements gathering, solution design, scope and risk management, project governance, testing, and launch readiness.

• Skilled in negotiating, influencing through expertise and data, and ensuring accountability among customers and internal stakeholders.

• Ability to interpret integrations, APIs, data exchange, configuration, and ATS/HRIS concepts into clear business implications and actionable recommendations.

• Exceptional facilitation, executive presence, presentation, written communication, analytical judgment, and cross-functional leadership skills.

• Experience collaborating with Sales or pre-sales, Product, Technology, Operations, and Client Success teams.

• Must reside in the United States.

• Willingness to travel up to 25%.

🏝️ Benefits

• Opportunity to work remotely with occasional business travel.

• Comprehensive Medical, Vision, Dental, and supplementary benefit plans.

• 401k plan with employer matching.

• Employee Stock Purchase Plan (ESPP).

• Competitive and flexible Paid Time Off (PTO).

• 9 paid company holidays.

• Access to technology and growth opportunities.

• Supportive leaders dedicated to your success.