Director, Technical Project Manager - Customer Implementations (SaaS)

The Director, Technical Project Management (TPM) plays a key role in delivering efficient and effective services experiences for new and existing Intellum clients. Responsible for both oversight of and directly managing end-to-end implementation projects, the TPM ensures alignment between technical requirements and business goals while providing a structured, high-quality experience. This role is also responsible for managing end-to-end technical projects for existing customers. This role requires strong project management capabilities, SaaS B2B platform expertise, and a demonstrated ability to collaborate across internal and customer teams to deliver measurable outcomes.

As Director of the Technical Project Management practice, you will guide internal stakeholders and clients through complex implementation efforts, proactively identifying risks, resolving issues, and providing strategic technical guidance along the way. You’ll establish best practices and collaborate with cross-functional teams, including Sales, Account Management, Product, Engineering, Support, and Education, to ensure clients are set up for long-term success. This role reports to the Sr. Director of CX Ops.

Project Management & Work Quality

• Lead multiple implementation projects simultaneously, from kickoff through delivery, ensuring all milestones are met on time and within budget.
• Lead technical projects that require cross-functional alignment and action for existing customers
• Drive quality project delivery and long-term customer health by establishing clear project plans, tracking progress, identifying and mitigating risk, and conducting post-project debriefs to improve future engagements.
• Coordinate internal and client-facing resources, aligning project delivery with customers’ desired business outcomes and Intellum’s company targets.

Continuous Improvement & Knowledge Sharing

• Analyze lessons learned from each project to improve team workflows and implementation methodology.
• Capture and share best practices, case studies, and reusable assets across the Professional Services team.
• Contribute to team and organizational enablement by sharing feedback, tools, and examples that improve efficiency and client outcomes.

Technical & Platform Expertise

• Demonstrate deep platform knowledge and the ability to guide clients through technical decisions, including integrations, user management, and data structures.
• Translate technical requirements into scalable solutions that align with client goals.
• Support high-complexity implementations and technical projects and ensure alignment with product capabilities.

Scoping & Solutioning

• Lead pre-sales and post-sales scoping efforts in partnership with Account Executives and Solutions Consultants.
• Develop and document detailed implementation scopes, success criteria, timelines, and risk mitigation strategies.
• Ensure a shared understanding of objectives across all stakeholders.

Customer Experience & Growth

• Deliver an exceptional client experience during implementation and technical projects, balancing technical accuracy with relationship-building and long-term account strategy.
• Identify opportunities to expand client adoption and propose additional services or product features aligned to business needs.
• Ensure client confidence in both the platform and the partnership.

Stakeholder Management & Communication

• Own all project-related communication, keeping internal and external stakeholders informed, aligned, and engaged.
• Build trusted relationships with clients and internal teams through transparency, consistency, and responsiveness.
• Manage expectations, escalate risks when necessary, and drive accountability throughout the project lifecycle.

Metrics/Goals

• The Technical Project Manager is measured on:
• Client satisfaction
• Implementation timeline adherence
• Scope and budget management
• Post-onboarding adoption and retention indicators

Required Skills

• 8+ years of relevant experience
• At least 2+ years experience managing and collaborating with dynamic teams in a SaaS organization
• At least 5+ years of experience in relevant technical project management Excellent written and verbal communication skills
• Experience managing client relationships and high-stakes, high-visibility projects
• Familiarity with tools such as Asana, Salesforce, Harvest, or other project/resource management platforms
• Deep understanding of platform architecture, implementation best practices, and project management methodology
• Ability to balance multiple projects and competing priorities
• Excellent organizational, time management, and problem-solving skills
• Collaborative mindset and the ability to lead without authority