Sr Professional Services Manager (Implementation Manager)
About the role
Accountabilities
Lead complex enterprise implementations across a broad product portfolio, 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 and guide stakeholders toward appropriate best-practice decisions.
Lead discovery sessions, clarify requirements, explain technical and operational trade-offs, and establish practical implementation approaches.
Build and govern customer-focused implementation plans covering scope, milestones, ownership, 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 delivery blockers, establish accountability, and keep cross-functional stakeholders aligned around implementation objectives.
Lead integration planning, configuration, and pre- and post-production testing, applying strong technical fluency without requiring hands-on coding.
Drive implementations toward go-live and first revenue while proactively managing scope creep, customer dependencies, delivery risks, and recovery plans.
Mentor peers by sharing implementation expertise, providing practical guidance, and supporting development in customer engagement, problem-solving, and delivery leadership.
Capture lessons learned and customer insights to improve implementation playbooks, reusable solutions, and delivery processes.
Apply strong emotional intelligence, active listening, and adaptable communication to navigate complex customer discussions and maintain confidence.
Influence teams through expertise, data, and collaboration rather than relying solely on formal authority.
Connect implementation decisions to customer outcomes, operational impact, revenue, risk, scalability, and long-term value.
Bachelor’s degree or equivalent professional experience.
7+ years of experience leading complex enterprise implementations, professional services engagements, solution delivery, or comparable customer onboarding programs within B2B SaaS.
Demonstrated expertise in discovery, requirements gathering, solution design, scope management, risk management, project governance, testing, and launch readiness.
Proven ability to negotiate, influence through expertise and data, and hold both customer and internal stakeholders accountable for commitments.
Ability to understand integrations, APIs, data exchange, configuration, and ATS/HRIS concepts and translate them into clear business implications and actionable recommendations.
Coding experience is not required, but strong technical fluency and solution leadership capabilities are essential.
Excellent facilitation, executive presence, presentation, written communication, analytical judgment, and cross-functional leadership skills.
Experience collaborating with Sales or pre-sales, Product, Technology, Operations, and Customer Success teams.
Strong business acumen and the ability to connect technical and implementation decisions with commercial and customer outcomes.
High emotional intelligence, curiosity, adaptability, and learning agility.
Strong organizational and problem-solving skills, with the ability to bring structure to ambiguity and manage competing priorities.
Experience in background screening, HR technology, HCM, identity, compliance technology, financial services, healthcare, or another complex or regulated B2B environment is helpful but not required.
Experience in solutions consulting, technical account management, or pre-sales solutioning is a plus.
Familiarity with AI-enabled tools, automation, or analytics used to improve implementation speed, quality, documentation, or decision-making is advantageous.
Formal project management or change management certification is beneficial.
Fully remote position within the United States.
Expected annual salary range of approximately $100,000–$125,000, with offers determined based on experience, industry knowledge, technical and communication skills, and other relevant factors.
Medical, vision, dental, and supplementary benefit plans.
401(k) plan with employer matching.
Employee Stock Purchase Plan (ESPP).
Competitive and flexible paid time off.
9 paid company holidays.
Opportunities to work with advanced technologies, automation, and scalable solutions.
Access to professional development, technology, and career growth opportunities.
Supportive leadership focused on employee development and success.
Occasional business travel, with the role otherwise designed for remote work.
Employee assistance and wellness resources.
Opportunities for career progression and internal development programs.
Employee resource groups and activities designed to support connection, inclusion, and employee experience.
Requirements
Benefits