Implementation Manager

Responsibilities

• Lead clients through the full implementation funnel: discovery → onboarding → activation → handoff.
• Conduct thorough discovery to uncover client goals, needs, and potential roadblocks; proactively handle objections.
• Deliver targeted training and hands-on guidance with Property Managers for Resident Benefits Package (RBP) setup and usage.
• Ensure clients deliver on their commitments and stay on track through the journey.
• Partner closely with Sales to ensure alignment on deliverables and expectations.
• Build trust and credibility with stakeholders at all levels; communicate tactfully and manage changing expectations.
• Manage projects end-to-end: set timelines, coordinate stakeholders, and drive accountability.
• Navigate ambiguity effectively, solving problems in fast-paced, evolving environments.
• Serve as a process consultant—building, refining, and scaling implementation workflows.
• Use tech tools (CRM, automation, AI-powered platforms) to enhance efficiency and client experience.

Requirements

• 2+ years of direct implementation experience at a tech-enabled or transactional business.
• Proven ability to lead clients through implementation or onboarding processes that involve change management.
• Skilled at holding clients accountable to agreed deliverables and timelines.
• Strong in discovery, objection handling, and consultative client engagement.
• High emotional intelligence with excellent stakeholder management and communication skills.
• Big-picture thinker - able to understand end-to-end processes and data flows across functions.
• Proactive, self-driven, and able to operate in fast-moving, ambiguous environments.
• Passionate about designing scalable processes and driving operational excellence.
• Comfortable collaborating cross-functionally (Sales, Product, Operations, CS).
• Willing to work 8:00am - 5:00pm Pacific Standard Time.

Nice-to-Haves

• PropTech background.
• Experience with property management tech (Appfolio, Yardi, Buildium, etc.).
• Hands-on experience in PropTech or real estate transactions.
• Familiarity integrating AI into onboarding/process workflows.
• Experience with CRM, project management, or sales enablement tools (e.g., Salesforce, Monday.com, Gong).