Implementation Project Manager – SaaS / Professional Services

We are seeking an experienced Implementation Project Manager to lead client implementations for a growing SaaS company serving the real estate investment management industry.

This is a client-facing delivery role responsible for keeping implementations on scope, on schedule, and aligned with the Statement of Work (SOW). You will serve as the primary bridge between the client and the internal delivery team, ensuring both sides understand their responsibilities, dependencies, deadlines, and commitments.

We are looking for someone who is comfortable having difficult conversations when necessary. Successful implementations require accountability on both sides, and this person must be able to identify delays early, remove obstacles, escalate issues, and address work that falls outside the agreed scope.

What You'll Do

Own Implementation Delivery

• Manage SaaS implementation projects from kickoff through go-live.
• Establish and maintain project plans, milestones, dependencies, deliverables, and responsibilities.
• Serve as the primary communication point between the client and internal delivery teams .
• Ensure clients understand what is required from them throughout the implementation, including decisions, data, resources, testing, approvals, and other dependencies.
• Maintain visibility into project status and communicate risks, delays, decisions, and next steps to all stakeholders.
• Drive projects forward rather than simply reporting on project status.

Manage Scope and the SOW

• Understand the Statement of Work in detail and manage the project against the agreed scope, deliverables, assumptions, responsibilities, and timeline.
• Establish clear expectations with clients at the beginning of the engagement regarding what is and is not included in scope.
• Identify requests or requirements that fall outside the original SOW.
• Communicate scope issues clearly with clients and internal stakeholders.
• Develop and manage change orders when additional work, functionality, resources, or deliverables are required.
• Protect the delivery organization from uncontrolled scope expansion while maintaining a strong client relationship.
• Ensure changes in scope are documented, approved, and incorporated into the project plan.

Drive Client Accountability

• Hold clients accountable for the commitments and responsibilities defined within the implementation plan and SOW.
• Track client dependencies including data delivery, requirements, decisions, testing, approvals, and resource availability.
• Identify client-side delays early and communicate their impact on timelines and deliverables.
• Escalate issues when client dependencies begin putting implementation milestones at risk.
• Reset timelines and expectations when delays or scope changes materially affect delivery.

Remove Delivery Roadblocks

• Proactively identify issues that could delay implementation.
• Determine whether blockers originate with the client, internal delivery teams, technical dependencies, resource constraints, or scope changes.
• Work directly with the appropriate stakeholders to resolve issues quickly.
• Escalate unresolved problems before they materially impact the project.
• Hold internal teams accountable for deliverables and commitments just as consistently as clients.
• Maintain a strong sense of urgency around decisions, dependencies, and outstanding action items.

Support Professional Services Operations

• Participate in resource planning and forecasting across implementation projects.
• Track project hours, budgets, utilization, and delivery forecasts.
• Compare actual project activity against the SOW and forecast to identify potential overruns early.
• Contribute to the development of SOWs, proposals, project estimates, and change orders.
• Help improve implementation methodologies, project documentation, delivery processes, and Professional Services best practices.
• As the organization grows, take on increasing responsibility for Professional Services operations and leadership.

What We're Looking For

• Experience within a technology consulting or Professional Services organization implementing ERP, enterprise software, or SaaS platforms.
• Demonstrated ownership of complex client-facing software implementations.
• Strong experience managing Statements of Work, project scope, budgets, timelines, deliverables, and change orders.
• Ability to recognize scope creep and confidently address it with clients.
• Experience managing communication between clients and technical or functional delivery teams.
• Proven ability to hold both clients and internal teams accountable for project commitments.
• Experience identifying, resolving, and escalating project delays and delivery risks.
• Understanding of Professional Services operations, including resource planning, utilization, forecasting, and project financials.
• Experience within real estate investment management or implementing technology for real estate investment organizations is strongly preferred.

Who Will Succeed in This Role

We are looking for a driver, not a project administrator.

This person needs to know where every implementation stands, what is preventing it from moving forward, who owns the next action, and whether the work being requested is covered by the SOW.

You should be comfortable telling a client, professionally but clearly, when something is outside scope, when a client dependency is delaying the project, or when additional work requires a change order. At the same time, you must be equally willing to challenge the internal delivery team when the delay is on our side.

The goal is simple: keep implementations moving, eliminate surprises, protect scope, and deliver what was committed.

For someone who can establish that discipline and make an impact, there is significant opportunity to grow into broader leadership of the Professional Services organization.

This role is onsite M-F near 75 and 635