Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and cultivate a team of Implementation Managers through coaching, accountability check-ins, and performance evaluations.

• Ensure seamless client transitions from the discovery phase through activation and handoff.

• Establish and monitor KPIs, including activation rates, CSAT, and TTV.

• Standardize and enhance implementation workflows across various customer segments.

• Assist in discovery to identify client objectives, obstacles, and onboarding strategies.

• Manage high-priority client escalations effectively.

• Collaborate with teams across Sales, Product, Operations, Engineering, Legal, and Client Success.

• Facilitate client training on product value and best practices to enhance adoption and retention.

• Ensure effective use of CRMs, automation tools, and AI solutions.

• Promote accountability, ownership, team unity, and an inclusive, high-trust team culture.

⛳️ Requirements

• Over 5 years of experience in managing Implementation or Onboarding teams.

• Proven experience guiding clients from the discovery stage through activation and handoff.

• Extensive experience with high-volume implementations.

• Background in fast-paced, tech-enabled, or PropTech settings.

• Capability to design scalable workflows and enforce operational rigor.

• Experience in coaching and mentoring Implementation Managers.

• Proficient in setting, tracking, and responding to metrics such as TTV, CSAT, and at-risk accounts.

• Experience collaborating with Sales, Product, Operations, Engineering, and Customer Success teams.

• Skilled at resolving stakeholder misalignments and setting clear expectations.

• Possess emotional intelligence and composure in dynamic environments.

• Experience with property management platforms like Yardi, AppFolio, or Buildium is a plus.

• Familiarity with Gong or CRM/automation systems is an added benefit.

• Must have a dedicated, quiet workspace.

• Reliable, high-speed internet connection is essential.

• Availability to work scheduled hours and to start the day at 10 am or 10:30 am ET at least one day per week.

• Must have the legal right to work in the United States post-hiring.

🏝️ Benefits

• Comprehensive Medical, Dental, Vision, and Life Insurance coverage.

• 401k retirement plan.

• Open PTO and sick day policy.

• Opportunity to work remotely from anywhere in the United States.

• Biannual in-person team summits with travel expenses covered by the company.

• Supportive, diverse, and inclusive work environment.

• Opportunities for growth within a rapidly scaling team.

• Work on an award-winning platform.

• Reimbursement for business travel expenses according to company policy.