Implementation Manager Nashville (Hybrid)

$90,000 - $110,000/Yr

Built Technologies - Nashville, TN

Full-time - Mid Level

Nashville, TN

Publishing Industries

About the position

The Implementation Manager at Built is responsible for onboarding new and existing lending clients, focusing on various lending programs within the Built SaaS product. This role requires translating client needs into actionable project plans, leading clients through the onboarding process, and ensuring high levels of client engagement and satisfaction with the platform. The ideal candidate will possess strong problem-solving skills and a desire to guide clients through change management.

Responsibilities

• Primary point of contact for the client
• Management of a portfolio (6-9 estimated) of new customer implementation projects at a time
• Runs weekly status and health communication to the client stakeholders
• Responsible for designing and configuring client's version of the SaaS product
• Responsible for discovery efforts on client workflows to properly define requirements and success criteria
• Creates and maintains the client's project plan and timeline
• Partners with clients to determine training needs and required materials
• Partners with internal Sales department during the Sales cycle to understand the client's needs
• Responsible for optimizing client engagement and satisfaction with the platform
• Represent the voice of the customer in cross-functional collaboration with sales, product and engineering teams
• Coach and assist more junior team members
• Documents best practices for the team and the business
• Leads internal projects that support the team and the business
• Willingness to travel within North America as and when required (estimated 20%)

Requirements

• 3-6 years experience in implementing enterprise-level SaaS-based platforms
• 3-6 years with direct client interaction
• 3-5 years of project plan creation and execution
• Advanced proficiency in Microsoft Excel
• Experience in analyzing information identifying patterns and anomalies, assessing implications and formulating and implementing solutions
• Strong situational leadership, dispute/conflict resolution and customer service skills
• CRE, Financial Services, or Fintech experience

Nice-to-haves

• Experience in change management
• Proven ability to anticipate potential project pitfalls and proactively develop solutions

Benefits

• Equity
• Top-notch medical, dental, and vision coverage
• Unlimited PTO policy
• Flexible working hours
• Paid family leave
• Employee Resource Groups (ERGs)
• Mentorship opportunities
• Learning grant program to support ongoing professional development