JOB SUMMARY
The Implementation Manager I is responsible for managing the end-to-end implementation process for the company’s suite of products, including requirements gathering, setup, customization, and training. This role ensures a seamless onboarding experience for clients across all product lines and works closely with Customer Success Managers to drive adoption, satisfaction, and long-term success.
KEY RESPONSIBILITIES
Client Implementation and Onboarding:
• Partner with clients to gather requirements, define success criteria, and develop a tailored implementation plan.
• Lead product setup, configuration, and customization to align with client goals and contracted packages.
• Conduct client onboarding, training sessions, and handoffs to Customer Success Managers post-implementation.
Project Management:
• Develop and monitor implementation timelines, ensuring milestones are met and mitigating risks.
• Maintain detailed project documentation to ensure continuity and alignment across internal teams.
• Track and report implementation metrics, providing updates to leadership and identifying areas for improvement.
Cross-Functional Collaboration:
• Collaborate with internal teams, including Product, Sales, and Customer Success, to deliver an exceptional client experience.
• Escalate system bugs, integration issues, or process roadblocks for resolution promptly.
• Contribute to process improvements, ensuring implementation workflows are scalable and efficient.
Client Engagement and Adoption:
• Act as a trusted advisor to clients during onboarding, guiding them on best practices and product utilization.
• Deliver engaging admin training sessions to showcase features, increase adoption, and drive client satisfaction.
• Address client inquiries and concerns promptly, ensuring a smooth and positive onboarding experience.
What You’ll Bring to the Role:
• Experience in SaaS implementation, customer success, or related client-facing roles.
• Exceptional communication skills, with the ability to explain technical concepts clearly to diverse audiences.
• Strong organizational and time management skills, with the ability to handle multiple projects simultaneously.
• Ability to collaborate effectively across departments and manage client expectations.
• Proficiency with project management tools, CRMs (Salesforce), and G-Suite applications.
• High attention to detail, proactive problem-solving skills, and a commitment to client success.
Requirements:
• A high school diploma is required; a bachelor’s degree is preferred.
• 2-5 years of experience in SaaS implementation, project management, or customer onboarding.
• Prior experience in real estate or multifamily industries is a plus.
• Technical aptitude and ability to learn new tools quickly.