Sr Professional Services Manager (Implementation Manager)

Responsibilities

• Lead complex enterprise implementations across the First Advantage product portfolio, from discovery and solution design through configuration, testing, go-live, stabilization, and transition to Customer Success.
• Turn customer business and technical requirements into scalable, supportable solutions.
• Lead discovery, explain trade-offs and constraints, and guide customers toward best-practice decisions.
• Build and govern customer-centric implementation plans with clear scope, milestones, owners, dependencies, risks, decisions, and success measures.
• Negotiate scope, priorities, timelines, responsibilities, and solution choices with customers and internal stakeholders while maintaining trusted relationships.
• Orchestrate delivery across Sales, Product, Technology, Operations, Customer Success, ATS/HRIS partners, and customer teams, resolving blockers and holding stakeholders accountable.
• Lead integration planning, configuration, and pre- and post-production testing.
• Coding is not required, but technical fluency and strong solution leadership is essential.
• Drive progress toward go-live and first revenue, proactively managing scope creep, delivery risk, customer dependencies, and recovery plans.
• Mentor peers by sharing expertise, providing practical guidance, and supporting their growth in implementation leadership, customer engagement, and problem-solving.
• Use lessons learned and customer insights to improve implementation playbooks, reusable solutions, and delivery processes, while sharing expertise with peers.

Requirements

• Bachelor’s Degree or equivalent professional work experience.
• 7+ years leading complex enterprise implementations, professional services engagements, solution delivery, or comparable customer onboarding programs in B2B SaaS.
• Demonstrated strength in discovery, requirements gathering, solution design, scope and risk management, project governance, testing, and launch readiness.
• Proven ability to negotiate, influence through expertise and data, and hold customer and internal stakeholders accountable to commitments.
• Ability to translate integrations, APIs, data exchange, configuration, and ATS/HRIS concepts into clear business implications and actionable recommendations.
• Coding experience is not required.
• Excellent facilitation, executive presence, presentation, written communication, analytical judgment, and cross-functional leadership skills.
• Experience partnering with Sales or pre-sales, Product, Technology, Operations, and Client Success.

Qualifications

• High Emotional Intelligence: Listen actively, adapt your communication, and navigate challenging discussions while maintaining trust.
• Collaborative Influence: Build alignment without relying on authority and move teams toward clear decisions and shared accountability.
• Business Acumen: Connect implementation choices to customer outcomes, operational impact, revenue, risk, and scalability.
• Creative Curiosity: Ask incisive questions, explore root causes, and design practical solutions that balance customer needs with delivery standards.
• Learning Agility: Experiment thoughtfully, learn from setbacks, and adjust quickly without losing momentum.

Skills

• Strong project management and leadership skills.
• Technical fluency and strong solution leadership.
• Excellent communication and collaboration abilities.
• Ability to translate technical and operational requirements into practical business solutions.
• Experience with B2B SaaS implementations.

Benefits

• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match.
• An Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
• Access to tech and growth opportunities.
• Leadership who want you to succeed!

Pay

$100- 125K USD annually.

Schedule

This is a 100% remote position; however, the individual must be based in the United States and be available to travel up to 25%.