# Manager, Technical Implementations

**Company:** [Second Nature](https://hotfix.jobs/companies/second-nature)
**Location:** Remote
**Role:** Solutions Architecture
**Salary:** $110k – $110k/yr
**Experience:** 3+ years
**Skills:** Saas Onboarding, Implementation Management, Team Leadership, CRM, KPI Tracking, Process Automation, Appfolio, Yardi, Buildium, Propertyware, PMP, Capm
**Posted:** 2026-06-04

> Lead and coach a team of Technical Implementation Managers responsible for customer onboarding, technical configuration, and activation. Drive operational excellence, standardize workflows, and partner cross-functionally to deliver scalable, high-quality customer experiences in a fast-paced SaaS environment.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/e78a0ce2-46ce-4650-bf3b-969fc3a6ebec
**Canonical:** https://hotfix.jobs/jobs/e78a0ce2-46ce-4650-bf3b-969fc3a6ebec