Implementation Manager I

Implementation Manager I
Location: Remote
FLSA Status: Exempt

JOB SUMMARY

The Implementation Manager I is responsible for managing the end-to-end implementation process for Grace Hill’s suite of products, including requirements gathering, setup, customization, and training. This role ensures a seamless onboarding experience for clients across all product lines and works closely with Customer Success Managers to drive adoption, satisfaction, and long-term success.

KEY RESPONSIBILITIES

Client Implementation and Onboarding:

• Partner with clients to gather requirements, define success criteria, and develop a tailored implementation plan.
• Lead product setup, configuration, and customization to align with client goals and contracted packages.
• Conducted client onboarding, training sessions, and handoffs to Customer Success Managers post-implementation.

Project Management:

• Develop and monitor implementation timelines, ensuring milestones are met and mitigating risks.
• Maintain detailed project documentation to ensure continuity and alignment across internal teams.
• Track and report implementation metrics, providing updates to leadership and identifying areas for improvement.

Cross-Functional Collaboration:

• Collaborate with internal teams, including Product, Sales, and Customer Success, to deliver an exceptional client experience.
• Escalate system bugs, integration issues, or process roadblocks for resolution promptly.
• Contribute to process improvements, ensuring implementation workflows are scalable and efficient.

Client Engagement and Adoption:

• Act as a trusted advisor to clients during onboarding, guiding them on best practices and product utilization.
• Deliver engaging admin training sessions to showcase features, increase adoption, and drive client satisfaction.
• Address client inquiries and concerns promptly, ensuring a smooth and positive onboarding experience.

What You’ll Bring to the Role:

• Experience in SaaS implementation, customer success, or related client-facing roles.
• Exceptional communication skills, with the ability to explain technical concepts clearly to diverse audiences.
• Strong organizational and time management skills, with the ability to handle multiple projects simultaneously.
• Ability to collaborate effectively across departments and manage client expectations.
• Proficiency with project management tools, CRMs (Salesforce), and G-Suite applications.
• High attention to detail, proactive problem-solving skills, and a commitment to client success.

Requirements:

• A high school diploma is required; a bachelor’s degree is preferred.
• 2-5 years of experience in SaaS implementation, project management, or customer onboarding.
• Prior experience in real estate or multifamily industries is a plus.
• Technical aptitude and ability to learn new tools quickly.

About Grace Hill 

Grace Hill is the market leader in strategic Human Capital Management and Customer Experience for the Real Estate industry. We help Real Estate operators and investors globally to improve portfolio performance by channeling the voice of their customers (residents, tenants) into how their property and team operate to drive improved NOI, vacancy, and retention rates. Our software platform provides intelligent integrated solutions, including Talent Management, Policy and Compliance Management, and Customer Experience Management.

We serve customers in Multifamily and Commercial Real Estate in the United States and beyond, with over 7 million units and 2.5 Bn Sq Feet covered today. Though we are a twenty-year-old software company, we are highly entrepreneurial and constantly looking for innovative ways to solve our clients' problems using software, content, and data. We value diverse perspectives and are looking for truly collaborative individuals that want to have a positive impact on our industry, our clients and our company to join our team.