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. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

This team member will play a pivotal leadership role in ensuring the successful deployment and adoption of our software solution for clients. This position is responsible for developing, refining, and leading the execution of standard implementation and training processes, driving both strategic initiatives and hands-on delivery. The individual will act as a subject matter expert and trusted advisor, collaborating closely with clients and internal teams to deliver exceptional customer experiences and support the achievement of key business objectives

What You’ll Do: 

• Standard Implementation Process Leadership: Lead the ongoing development, enhancement, and execution of standard software implementation processes and onboarding programs. Guide project teams and clients to ensure adherence to best practices, efficiency, and quality at every stage.
• Implementation Project Management: Oversee end-to-end software implementation projects for clients, utilizing and advancing standardized project plans, timelines, and budgets. Own project milestones and deliverables while championing continuous process improvement.
• Requirements Alignment & Solution Leadership: Direct the assessment of client needs to ensure that standard processes and configurations are aligned with business objectives. Identify opportunities to further optimize these standards for greater effectiveness and scalability.
• Software Configuration and Deployment: Lead the configuration and deployment of software applications following standardized best practices, ensuring consistent and high-quality client onboarding experiences.
• Client Training and Enablement: Drive the creation, improvement, and delivery of standardized training sessions, workshops, and resources (e.g., user guides, video tutorials, knowledge base articles), ensuring successful software adoption for all client users.
• Ongoing Support and Troubleshooting: Provide expert technical support and lead troubleshooting efforts during implementation and post-go-live phases, ensuring timely resolutions and high levels of client satisfaction.
• Client Relationship Leadership: Build and nurture strong client relationships, serving as the primary point of contact and a trusted strategic advisor through the standardized implementation journey.
• Process Development and Continuous Improvement: Take ownership of identifying, developing, and promoting best practices for software implementation, configuration, training, and client support. Lead initiatives to drive efficiency, repeatability, and scalable growth in our onboarding approach.
• Data Migration and Integration: Manage data migration and integration activities in line with established methodologies. Collaborate with technical teams to ensure seamless transitions and efficient data flow within the standard onboarding framework.

What You’ll Bring: 

• Implementation or Training experience in the title insurance or real estate software industry.
• Demonstrated experience in a leadership role within software implementation, training, or a similar client-facing environment.
• Experience with SaaS software implementation and process development.
• Proven ability to design, deliver, and continually improve effective training programs.
• Outstanding communication, analytical, and time management skills.
• A strong commitment to customer service and continuous improvement.
• Willingness to travel as needed.
• Familiarity with learning management systems (LMS) and Digital Adoption platforms (preferred but not required)
• Bachelor's degree in computer science, information technology, or a related field (preferred but not required)
   

Pay Range: $72,125 - $96,125 Annually 

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowled