Implementation Manager

Conservice - Salt Lake City, UT

Salt Lake City, UT

About the position

At Onboard, ensuring our customers receive the most value for their investment is our #1 priority. The Implementation Manager is a key member of the Customer Experience team, reporting directly to the Implementation Team Lead. The Implementation Manager is responsible for the success of tech amenity deployments, including configuration, training, and program enrollment.

Responsibilities

• Welcome new customers and properties to Onboard by facilitating a timely kick off
• Manage customer expectations such that actions needed are clear and success (ROI) is obvious to our portfolio stakeholders
• Be able to project-manage multiple rollouts of new tech amenities to multi-family residential properties, and respond to or facilitate customer inquiries in a timely manner
• Update stakeholders including owners, providers, internal resources and vendors as necessary on project status and challenges
• Be an expert in Onboard product, services, customer personas, and our industry (proptech), so you can align customer's business needs and goals to generate renewal quotes
• Review marketing materials for accuracy and consistency
• Work with Customer Marketing & Operations folks to send resident communications at various milestones of the implementation process
• Execute with exceptional attention to detail, including taking a data-driven approach to financial projections and strategic recommendations
• Meet or exceed core CS KPI's, including but not limited to first time to value, days to project completion, onboarding satisfaction, and other metrics as process evolves
• Maintain accurate account records, a clean project roster, notes, reports, and the like

Benefits

• Competitive salary and bonus
• Health, dental, vision, and HSA
• 401(k) with company match
• Basic life & AD&D coverage
• PTO in accordance with the company's current PTO plan
• Holiday pay in accordance with the company's current paid holiday schedule