Manager, Technical Implementations

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

📋 Description

• Lead and nurture a team of Technical Implementation Managers through practical coaching, regular accountability check-ins, and performance evaluations.

• Facilitate seamless customer transitions from the discovery phase through activation and the handoff process, ensuring clarity in ownership and accountability throughout the onboarding journey.

• Establish and monitor key operational KPIs such as activation rates, onboarding timelines, customer satisfaction (CSAT), implementation health, and time to value (TTV).

• Standardize and enhance implementation workflows, onboarding playbooks, and operational processes to boost scalability and consistency.

• Assist your team in conducting impactful discovery sessions that reveal customer goals, technical specifications, operational workflows, and onboarding risks.

• Steer teams through discussions on implementation strategies, including system configurations, integration processes, data mapping, and best practices for onboarding.

• Serve as a point of escalation for intricate onboarding issues, implementation obstacles, and urgent customer concerns.

• Ensure high-quality implementation through testing validation, quality assurance oversight, and readiness reviews before customer go-live.

• Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to synchronize onboarding expectations and provide a seamless customer experience.

• Contribute to enhancing operational visibility through dashboards, CRM workflows, automation tools, and AI-driven process improvements.

• Foster a culture of operational ownership, accountability, and continuous improvement within the Technical Implementations team.

• Maintain visibility, approachability, and empathy, particularly during times of uncertainty or rapid growth, aiding your team in navigating changes with confidence and clarity.

⛳️ Requirements

• A minimum of 3 years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a dynamic SaaS, PropTech, or technology-driven environment.

• Proven ability to guide customers from discovery to activation while harmonizing customer experience, operational execution, and team development.

• Enthusiastic about creating scalable onboarding workflows, mentoring high-performing teams, and achieving measurable customer outcomes through operational excellence.

• Comfortable facilitating both technical and non-technical discussions and capable of assisting teams in effectively translating customer needs into successful onboarding strategies and workflows.

• Skilled in setting expectations, resolving stakeholder misalignments, and establishing credibility through strong communication and emotional intelligence.

• Flourish in dynamic environments - anticipating challenges, proactively solving problems, and helping teams maintain focus and alignment amid change.

• Highly value collaboration and enjoy partnering across Sales, Product, Engineering, Operations, Support, and Customer Success to provide outstanding customer experiences.

• Dedicated to fostering inclusive, high-trust teams that balance operational rigor with empathy and accountability.

🏝️ Benefits

• Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan

• Flexibility: Open PTO and sick days

• The Product: Beyond the awards and 5-star reviews, our clients and customers appreciate the capabilities of the world’s first Resident Experience Platform

• Diverse, Inclusive Culture: We welcome employees from all backgrounds with openness and respect

• Training: A supportive team to facilitate your career growth and unlock your full potential

• Growth: An opportunity to join a fast-growing startup that is pioneering and developing an exciting new category