Serve as a functional and domain expert on ServiceChannel, with a strong understanding of facilities management, maintenance operations, and multi-site service delivery
Lead customer discovery sessions to understand facilities workflows, service models, vendor structures, and operational constraints
Translate facilities and maintenance requirements into detailed project plans aligned with scope, budget, and delivery timelines
Guide customers through configuration, training, testing, and go-live with a strong focus on real-world operational adoption
Communicate technical and functional concepts clearly to both technical and non-technical stakeholders, including facilities and operations leaders
Build strong working relationships with cross-functional teams (Customer Success, Product, Engineering, Global teams) and provide delivery leadership
Deliver end-to-end client support, including configuration recommendations, platform training, and integration support
Troubleshoot complex functional and technical issues related to facilities workflows, vendors, and service execution
Manage customer and internal resources to meet milestones and ensure predictable, high-quality delivery
Participate in cross-functional initiatives to advocate for facilities-driven customer needs and continuously improve the client experience
Mentor junior project managers on implementation methodology, facilities best practices, and customer engagement

Bachelor’s degree or equivalent professional experience
6+ years managing enterprise software implementations (CRM, EAM, FM, or similar platforms)
Strong understanding of Facilities Management, Maintenance Operations, or Service Delivery environments
Proven experience managing all phases of the enterprise implementation lifecycle
Demonstrated ability to deliver complex, multi-stakeholder implementations for enterprise customers
Strong problem-solving skills with the ability to independently resolve customer issues
Excellent written and verbal communication skills
Strong organizational skills with the ability to manage multiple projects, priorities, and budgets
Ability to mentor and support other project managers
Willingness to travel up to 40%

Senior Implementation Project Manager

Key skills