Sr Professional Services Manager; Implementation Manager

(Implementation) you will be the connective tissue between customer requirements and successful onboarding to the First Advantage program. Owning complex enterprise implementations from discovery through go-live, you will translate technical and operational requirements into practical business solutions, align customers and internal teams around clear decisions, and accelerate time to revenue without compromising quality or customer outcomes. This is a senior, customer-facing role for someone who can move confidently between business strategy, solution design, project execution, and stakeholder influence.

You will bring structure to ambiguity and guide customers toward scalable best-practice solutions. This is a 100% remote position; however, the individual must be based in the United States and be available to travel up to 25%.

Lead complex enterprise implementations across the First Advantage product portfolio, from discovery and solution design through configuration, testing, go-live, stabilization, and transition to Customer Success. Turn 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 with clear 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. Orchestrate delivery across Sales, Product, Technology, Operations, Customer Success, ATS/HRIS partners, and customer teams, resolving blockers and holding stakeholders accountable. Lead integration planning, configuration, and pre- and post-production testing. Coding is not required, but technical fluency and strong solution leadership is essential. Drive progress toward go-live and first revenue, proactively managing scope creep, delivery risk, customer dependencies, and recovery plans.

Mentor peers by sharing expertise, providing practical guidance, and supporting their growth in implementation leadership, customer engagement, and problem-solving. Use lessons learned and customer insights to improve implementation playbooks, reusable solutions, and delivery processes, while sharing expertise with peers.

High Emotional Intelligence:
Business Acumen:
Connect implementation choices to customer outcomes, operational impact, revenue, risk, and scalability. Creative Curiosity:
Ask incisive questions, explore root causes, and design practical solutions that balance customer needs with delivery standards. Customers understand the implementation path, decisions required, and responsibilities needed to adopt the agreed solution. Projects are tightly scoped and actively governed, with transparent ownership, risks, decisions, and next steps. Implementations reach go-live and first revenue with speed, predictability, and customer confidence.

Bachelor’s Degree or equivalent professional work experience.

• 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…