Senior Manager, Implementation Project Management

Paperless Parts•Boston, MA

8h•Hybrid

About The Position

As the Senior Manager of Implementation Project Management, you will lead a team of Implementation Project Managers (IPMs) responsible for delivering successful onboarding and implementation experiences for manufacturing customers adopting our platform. This role is focused on driving operational excellence, improving implementation predictability, and ensuring customers achieve rapid time-to-value. You will oversee complex customer deployments, establish scalable implementation processes, manage implementation capacity and resource planning, and partner cross-functionally with Sales, Technical Services, Product, Customer Success, and Support to deliver a seamless customer journey from kickoff through go-live.

Requirements

7+ years of experience in Professional Services, Implementation, Project Management, or Customer Success within a SaaS or technology environment.
3+ years of experience leading implementation, onboarding, or project management teams, including responsibility for resource management, team utilization, and delivery forecasting.
Proven experience managing complex software implementations and customer onboarding programs at scale.
Demonstrated ability to provide hands-on coaching and leadership related to software delivery, customer management, implementation best practices, and operational execution.
Experience working within Professional Services Automation (PSA) platforms and project management systems such as Rocketlane, Kantata, Mavenlink, Certinia, Salesforce, Jira, Asana, or similar tools.
Strong operational, organizational, and project management skills with the ability to manage multiple priorities and cross-functional initiatives simultaneously.
Excellent communication, customer management, and executive stakeholder engagement skills, including experience managing escalations and at-risk projects.
Strong analytical and problem-solving abilities with a process improvement mindset.
Bachelor’s degree in Business, Engineering, Technology, or related field preferred.

Nice To Haves

Familiarity with manufacturing environments, ERP systems, integrations, or technical implementation workflows is highly preferred.

Responsibilities

Lead, mentor, and develop a team of Implementation Project Managers, providing hands-on coaching related to project execution, customer communication, implementation strategy, risk management, and successful delivery of our software platform.
Oversee the successful execution of customer onboarding projects from sales handoff through go-live and transition to Customer Success, ensuring projects remain on track for timeline, scope, customer outcomes, and overall implementation quality.
Own implementation resource management processes, including team capacity planning, project forecasting, workload balancing, prioritization, and staffing alignment across a portfolio of concurrent customer engagements.
Establish and continuously improve Project Management methodologies, playbooks, processes, and best practices to create scalable, repeatable, and high-quality delivery standards.
Proactively identify project risks, operational bottlenecks, customer escalations, and delivery challenges, partnering cross-functionally to drive resolution and improve implementation efficiency.
Serve as a senior escalation point for complex customer implementations and strategic accounts, building strong relationships with executive stakeholders when needed.
Partner closely with Product, Engineering, Technical Services, Sales, Support, and Customer Success to streamline onboarding workflows, improve implementation tooling, and reduce manual effort through automation and process optimization.
Own and report on key implementation metrics, including time-to-value, onboarding throughput, customer satisfaction, resource utilization, delivery predictability, and implementation health, while driving continuous improvement initiatives across the organization.
Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.