Implementation Manager Associate

Implementation Specialist 

Position Type: Full-time

Work Location: Dallas, TX, or Remote

FLSA Status: Non-exempt

Role Overview

The Implementation Specialist is a versatile team member responsible for supporting the Implementation and Project Management teams by facilitating a seamless start to the client software implementation process. This role ensures data accuracy, effective communication, and process consistency while serving as a product-agnostic specialist capable of working across multiple teams and product lines.

Primary Responsibilities 

Implementation and Onboarding Support:

• Collaborate with clients, Implementation Managers, and Project Managers to gather required setup data and initiate the implementation process.
• Ensure client onboarding progresses on schedule by managing deadlines, monitoring project milestones, and communicating updates.
• Guide clients through data setup and questionnaire completion while appropriately addressing roadblocks and escalating issues.

Cross-Team Collaboration:

• Work across multiple teams to support implementation processes for various products, ensuring a consistent and high-quality client experience.
• Serve as a point of contact for internal teams (Sales, Customer Success, and Product) to resolve issues and maintain alignment on project goals.

Data and System Management:

• Use Excel to manage data imports, data cleaning, and report comparisons (e.g., pivot tables and data analysis).
• Utilize CRM and project management tools (Salesforce, Asana) to document progress, track client deliverables, and manage tasks.
• Assist in maintaining and updating process documentation and client-facing materials.

Client Communication and Training:

• Communicate with clients via email, phone, and Zoom throughout onboarding to ensure clarity and satisfaction.
• Conduct client training sessions on relevant tools or platforms, ensuring a smooth handoff and client readiness.
• Provide ongoing client education and troubleshooting support as needed.

Process Optimization:

• Identify opportunities for process improvement and contribute to refining implementation workflows.
• Support the development of best practices to ensure scalability and consistency across all products and teams.

Required Knowledge/Skills/Abilities

• A high school diploma or GED is required; a college degree or equivalent combination of education is preferred.
• 1-3 years of experience in implementation, customer onboarding, project coordination, or customer success (SaaS experience preferred).
• Strong data analysis skills, including Excel proficiency (pivot tables, data cleaning).
• Exceptional written and verbal communication skills.
• Ability to manage multiple tasks, prioritize projects, and meet deadlines in a fast-paced environment.
• Experience with CRM (Salesforce) and project management tools (Asana) preferred.
• High attention to detail and strong problem-solving abilities.
• Working knowledge in MS Office Suite and Google Workspace, specifically Google Slides.
• Salesforce experience preferred.

 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, 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 client’s 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.