Senior Client Implementation Manager

First American • Santa Ana, CA

14h • Remote

About The Position

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. What We Do Remote Work Welcome We’re a transformative team that is shaping the way First American builds and delivers world-class technology products that fuel the real estate industry. We are seeking a Senior Client Implementation Manager to lead client onboarding and implementation of products, services, and business systems that drive meaningful business outcomes. You will manage cross-functional project plans, partner with internal teams, and deliver high-quality customer experiences — ensuring implementations are completed on time, within budget, and meet client expectations. As a trusted advisor, you will guide clients through technical and business transitions, ensuring communication, training, and support are aligned with objectives for long-term success.

Requirements

• 8+ years of experience in client implementation, project management, or a related field.
• Strong knowledge of implementation methodologies and change management practices.
• Proven ability to manage multiple complex projects with competing priorities and interdependencies.
• Excellent customer service, communication, and relationship-building skills.
• Strong leadership skills with the ability to influence and build consensus across diverse stakeholder groups.
• Ability to translate technical concepts and system functionality into clear, business-focused communication for non-technical audiences.
• Experience collaborating cross-functionally with Sales, IT, Training, Marketing, and Support teams.
• Working knowledge of operational systems, integrated software applications, and implementation workflows.
• Strong problem-solving, risk management, and decision-making skills.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

Nice To Haves

• Industry experience in Title Insurance, Mortgage, or a related field preferred.

Responsibilities

• Lead the full implementation lifecycle, including planning, execution, testing, go-live, and post-implementation support.
• Build and sustain strong client relationships, serving as a trusted advisor and primary point of contact during the implementation phase.
• Develop and manage detailed implementation plans with defined timelines, milestones, communication strategies, and success metrics.
• Coordinate and communicate project status, risks, dependencies, and timelines across clients, internal teams, external partners, and leadership.
• Oversee system setup, configuration, testing, and troubleshooting during onboarding and implementation.
• Conduct client orientation sessions, training, workshops, and presentations using virtual meeting tools.
• Identify, assess, and mitigate risks; remove barriers to successful project execution and escalate issues as needed.
• Maintain accurate documentation and a centralized “source of truth” for implementation processes, products, and services.
• Collaborate with Sales, IT, Training, Marketing, Support, and other internal teams to ensure successful delivery and adoption.
• Apply change management principles and implementation best practices to drive consistent, high-quality outcomes.
• Lead, coach, and develop a team of implementation professionals, providing direction, performance management, and functional guidance to ensure delivery of objectives, quality standards, and customer commitments.
• Establish goals, work standards, and performance metrics; monitor results and reallocate resources as needed to drive operational effectiveness and continuous improvement.
• Hold team members accountable for results, proactively addressing performance issues, removing barriers, and initiating corrective action to resolve complex or critical issues.
• Select, develop, and retain talent through participation in hiring, onboarding, performance evaluations, and development planning to build leadership capability and bench strength.
• Lead change efforts and manage conflict, fostering collaboration and engagement while aligning team efforts to evolving business priorities and implementation strategies.
• Provide functional leadership and guidance to ensure consistent application of processes, policies, and best practices across the team.
• Partner with senior management and cross-functional leaders to align implementation execution with broader operational goals, capacity planning, and customer outcomes.
• Model First American leadership behaviors, empowering team members to reach their full potential and reinforcing a culture of accountability, ownership, and customer focus.

Benefits

• Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees