Senior Client Implementation Manager

Overview

Who We Are
Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. We foster an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned accolades, including a place on the Fortune 100 Best Companies to Work For® list for ten consecutive years, and recognition as a best place to work for women, diversity and LGBTQ+ employees.

First American strives to be a great place to work for all. For more information, please visit

We’re remote-work friendly and focused on transforming how First American builds and delivers world-class technology products that fuel the real estate industry.

What We Do
We are seeking a Senior Client Implementation Manager to lead client onboarding and the implementation of products, services, and business systems that drive meaningful business outcomes. You will manage cross-functional project plans, partner with internal teams, and deliver high-quality customer experiences — ensuring implementations are completed on time, within budget, and meet client expectations. You will guide clients through technical and business transitions, ensuring communication, training, and support are aligned with objectives for long-term success.

• Lead the full implementation lifecycle, including planning, execution, testing, go-live, and post-implementation support.
• Build and sustain strong client relationships, serving as a trusted advisor and primary point of contact during the implementation phase.
• Develop and manage detailed implementation plans with defined timelines, milestones, communication strategies, and success metrics.
• Coordinate and communicate project status, risks, dependencies, and timelines across clients, internal teams, external partners, and leadership.
• Oversee system setup, configuration, testing, and troubleshooting during onboarding and implementation.
• Conduct client orientation sessions, training, workshops, and presentations using virtual meeting tools.
• Identify, assess, and mitigate risks; remove barriers to successful project execution and escalate issues as needed.
• Maintain accurate documentation and a centralized “source of truth” for implementation processes, products, and services.
• Collaborate with Sales, IT, Training, Marketing, Support, and other internal teams to ensure successful delivery and adoption.
• Apply change management principles and implementation best practices to drive consistent, high-quality outcomes.
• Lead, coach, and develop a team of implementation professionals, providing direction, performance management, and guidance to ensure delivery of objectives, quality standards, and customer commitments.
• Establish goals, work standards, and performance metrics; monitor results and reallocate resources as needed to drive operational effectiveness and continuous improvement.
• Hold team members accountable for results, address performance issues, remove barriers, and initiate corrective action as needed.
• Select, develop, and retain talent through hiring, onboarding, performance evaluations, and development planning to build leadership capability.
• Lead change efforts and manage conflict, fostering collaboration and engagement while aligning team efforts to evolving priorities and strategies.
• Provide functional leadership to ensure consistent application of processes, policies, and best practices across the team.
• Partner with senior management and cross-functional leaders to align execution with broader operational goals, capacity planning, and customer outcomes.
• Model First American leadership behaviors, empowering team members to reach their full potential and reinforcing accountability and customer focus.

• 8+ years of experience in client implementation, project management, or a related field.
• Strong knowledge of implementation methodologies and change management practices.
• Proven ability to manage multiple complex projects with competing priorities and interdependencies.
• Excellent customer service, communication, and relationship-building skills.
• Strong…