Senior Program Manager, Implementation & Client Success

Role Description

The Senior Program Manager-National Implementation & Customer Success will lead enterprise-level customer implementations and onboarding programs; serve as the primary Customer owner during implementation; partner closely with IMS Sales, Operations, Product, and Customer Success to ensure seamless execution and adoption. This position is remote to support accounts in the East and Central Region.

• Lead national, enterprise-level implementation programs, ensuring on-time, high-quality delivery across regions.
• Develop and manage project plans, proactively identifying risks and driving successful outcomes.
• Serve as the primary client contact, providing guidance, communication, and support throughout implementation.
• Translate customer needs into scalable deployment strategies that align with business goals and ROI.
• Drive cross-functional collaboration across Sales, Product, Operations, and Support to ensure seamless execution.
• Establish and optimize implementation frameworks, playbooks, and best practices for consistent delivery.
• Monitor performance metrics, customer adoption, and post-launch success to inform continuous improvement.
• Partner with Sales on deal strategy, solution validation, and alignment with operational capabilities.
• Train, mentor, and support regional implementation teams to ensure consistent execution and excellence.
• Conduct post-implementation reviews, gather client feedback, and recommend enhancements for future deployments.

Qualifications

• Bachelor’s degree in business, engineering or related discipline; MBA preferred.
• Minimum of 12 years of relevant experience, with minimum of 8 years successfully leading and managing large complex cross functional programs and projects.
• Demonstrated ability to manage multiple priorities simultaneously and respond appropriately to change.
• Demonstrated ability to translate data into effective decision making with stakeholders.
• Proven ability to understand business and technical requirements to lead teams around a common vision to execute.
• Success in building collaborative, cross-functional relationships.
• Advanced knowledge of project management tools and methodologies.
• Exceptional communication skills at all levels (written and verbal).
• Ability to deliver executive presentations and influence at all levels.
• Relationship management with an ability to work effectively with multiple layers of the organization.
• Ability to communicate complex business/technical challenges in a simplified manner.

Benefits

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. Here is just a brief overview of what we offer:

• Base Salary + ICP
• Cell Phone Stipend
• Flexible Time off + 9 Corporate Holidays Per Year
• Excellent Healthcare, Dental, and Vision Benefits
• Healthcare and Dependent Flexible Spending Accounts
• Long/Short Term Disability Coverage
• 401(k) with a Company Match
• Parental Leave
• Tuition Reimbursement Program
• Additional Add-On Benefits/Discounts
• Opportunities for Advancement in a Stable Long-Term Career