Senior Implementation Program Manager

PTC•Boston, MA

1d•$144,650 - $187,000•Remote

About The Position

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. At PTC, we embrace the power of transformation. Together, we make an impact across industries by enabling companies to bring products to market faster, improve quality, and increase innovation. Arena, a PTC business, provides industry-leading cloud-native Product Lifecycle Management (PLM) and Quality Management System (QMS) solutions that help companies accelerate product development while maintaining compliance and operational excellence. As Arena continues to grow, our customers are implementing increasingly sophisticated solutions that span product development, quality management, analytics, supply chain collaboration, automation, and enterprise integrations. To help customers realize value faster, we are investing in a dedicated implementation management capability focused on project governance, customer accountability, and implementation excellence. Overview The Senior Implementation Program Manager is responsible for leading complex customer onboarding and implementation programs for Arena PLM and QMS. This role serves as the primary owner of implementation execution, customer accountability, project governance, risk management, executive communication, and delivery forecasting. Working closely with Solution Architects, Customer Success Coaches, Technical Consultants, Account Managers, and customer stakeholders, the Senior Implementation Program Manager ensures projects remain on schedule, risks are proactively managed, and customers are prepared to make timely decisions throughout the onboarding journey. The ideal candidate combines enterprise SaaS implementation experience, outstanding customer-facing skills, strong executive presence, and the ability to drive accountability across both customer and internal teams. This role is responsible for implementation success but is not responsible for solution design, configuration, training delivery, or technical implementation activities.

Requirements

8+ years of experience in program/project implementation management leadership
Proven track record of managing enterprise-level transformation programs
Exceptional customer written and verbal communication, executive engagement, and stakeholder management skills
Accustomed to preparing for and leading steering committee meetings
Navigate difficult implementation discussions with confidence and professionalism
Lead full project lifecycles leveraging either traditional PMI Process or Scrum/Agile approach
Experience managing multiple concurrent projects
Bachelor’s degree required

Nice To Haves

Knowledge of and experience with industry-specific processes with High-tech Electronics, Medical Device, and/or Aerospace & Defense manufacturers
Product Lifecycle Management (PLM) and/or Quality Management System (QMS) system experience
Expertise using Smartsheet
Experience with Cloud-based, Software as a Service offerings
PMP or PgMP certification or equivalent is highly desirable

Responsibilities

Own and drive the successful execution of strategic customer implementations by developing and managing project plans, milestones, timelines, and deliverables. Ensure alignment with defined success criteria while coordinating activities across customer and internal teams to maintain momentum throughout the implementation lifecycle. Lead and manage multiple projects to ensure the realization of value, quality, and on-time delivery of the defined scope
Establish clear customer responsibilities, milestones, and expectations. Drive customer accountability for commitments, timelines, and deliverables, and proactively identify and escalate risks that could impact implementation success
Establish a structured executive communication framework that promotes transparency, accountability, and informed decision-making throughout the implementation lifecycle. Deliver concise status updates, facilitate governance discussions, and cultivate strong relationships with customer leadership to drive project success
Own the ongoing refinement of the standardized project schedules, reporting frameworks, and governance templates that promote consistency across implementations. Continuously assess delivery performance and recommend process enhancements that improve predictability, resource utilization, and implementation outcomes
Develop and strengthen project management capabilities within Solution Delivery by coaching team members, sharing best practices, and building leadership skills across the organization. Drive the establishment of a scalable PMO framework that supports growth, operational maturity, and successful customer outcomes
Jointly work with partners and support partner projects as needed
Operates and participates in customer steering committees