Manager, Technical Implementations

What You’ll Do

• Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
• Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle.
• Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV.
• Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency.
• Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks.
• Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices.
• Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues.
• Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live.
• Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience.
• Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements.
• Encourage operational ownership, accountability, and continuous improvement across the Technical Implementations team.
• Stay visible, accessible, and empathetic—especially during periods of ambiguity or rapid growth—helping your team navigate change with confidence and clarity.

About You

• 3+ years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a fast-paced SaaS, PropTech, or tech-enabled environment.
• Strong track record of guiding customers from discovery through activation while balancing customer experience, operational execution, and team development.
• Passionate about building scalable onboarding workflows, coaching high-performing teams, and driving measurable customer outcomes through operational excellence.
• Comfortable leading both technical and non-technical conversations and can help teams confidently translate customer needs into effective onboarding strategies and workflows.
• Adept at setting expectations, resolving stakeholder misalignment, and building credibility through strong communication and emotional intelligence.
• Thrive in evolving environments—anticipating challenges, solving problems proactively, and helping teams stay focused and aligned through change.
• Value collaboration deeply and enjoy partnering across Sales, Product, Engineering, Operations, Support, and Customer Success to deliver exceptional customer experiences.
• Committed to building inclusive, high-trust teams that balance operational rigor with empathy and accountability.

Bonus Experience

• Experience with property management platforms such as AppFolio, Yardi, Buildium, or Propertyware.
• Experience with onboarding automation platforms, CRM systems, or AI-enabled operational workflows.
• CAPM or PMP certification.
• Experience scaling onboarding or implementation operations within high-growth SaaS or PropTech organizations.
• Familiarity with integrations, system configuration workflows, or technical onboarding processes.