Sr Professional Services Manager (Implementation Manager)
About The Position
The Sr. Professional Services Manager (Implementation) leads complex enterprise implementations across the First Advantage product portfolio, serving as the connection between customer requirements and successful onboarding. The role owns delivery from discovery and solution design through configuration, testing, go-live, stabilization, and transition to Customer Success. It translates technical and operational requirements into practical, scalable business solutions and aligns customers and internal teams on decisions, responsibilities, and outcomes. This is a senior, customer-facing position requiring sound judgment across business strategy, solution design, project execution, and stakeholder influence. The manager governs implementation plans, negotiates scope and priorities, coordinates cross-functional delivery, manages risk and dependencies, and drives progress toward go-live and first revenue while maintaining quality and customer confidence. Coding is not required, but technical fluency and solution leadership are essential. The position is 100% remote, requires the employee to be based in the United States, and involves travel of up to 25%.
Requirements
- Bachelor’s degree or equivalent professional work experience.
- At least 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.
- Must be based in the United States and available to travel up to 25%.
Nice To Haves
- Experience in background screening, HR technology, HCM, identity, compliance technology, or another complex or regulated B2B environment such as financial services or healthcare.
- Solutions consulting, technical account management, or pre-sales solutioning experience.
- Experience using AI-enabled tools, automation, or analytics to improve implementation speed, quality, documentation, or decision-making.
- Formal project or change management certification.
Responsibilities
- Lead complex enterprise implementations from discovery and solution design through configuration, testing, go-live, stabilization, and transition to Customer Success.
- Translate 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 covering 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.
- Coordinate delivery across Sales, Product, Technology, Operations, Customer Success, ATS/HRIS partners, and customer teams; resolve blockers and maintain stakeholder accountability.
- Lead integration planning, configuration, and pre- and post-production testing.
- Drive progress toward go-live and first revenue by managing scope creep, delivery risks, customer dependencies, and recovery plans.
- Mentor peers and share practical guidance to support their growth in implementation leadership, customer engagement, and problem-solving.
- Apply lessons learned and customer insights to improve implementation playbooks, reusable solutions, and delivery processes.
Benefits
- Medical, vision, dental, and supplementary benefit plans.
- 401(k) with an employer match.
- Employee Stock Purchase Plan (ESPP).
- Competitive and flexible paid time off (PTO).
- Nine paid company holidays.
- Remote work with occasional business travel.
- Access to technology and growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
