Implementation Manager
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Job Description
Implementation Manager at Second Nature, overseeing client onboarding and activation processes. Leading diverse teams for seamless and effective implementation of the Resident Experience Platform.
Responsibilities:
- Lead clients through the full implementation funnel: discovery → onboarding → activation → handoff.
- Conduct thorough discovery to uncover client goals, needs, and potential roadblocks; proactively handle objections.
- Deliver targeted training and hands-on guidance with Property Managers for Resident Benefits Package (RBP) setup and usage.
- Ensure clients deliver on their commitments and stay on track through the journey.
- Partner closely with Sales to ensure alignment on deliverables and expectations.
- Build trust and credibility with stakeholders at all levels; communicate tactfully and manage changing expectations.
- Manage projects end-to-end: set timelines, coordinate stakeholders, and drive accountability.
- Navigate ambiguity effectively, solving problems in fast-paced, evolving environments.
- Serve as a process consultant—building, refining, and scaling implementation workflows.
- Use tech tools (CRM, automation, AI-powered platforms) to enhance efficiency and client experience.
Requirements:
- 2+ years of direct implementation experience at a tech-enabled or transactional business; PropTech background is a strong plus.
- Proven ability to lead clients through implementation or onboarding processes that involve change management.
- Skilled at holding clients accountable to agreed deliverables and timelines.
- Strong in discovery, objection handling, and consultative client engagement.
- High emotional intelligence with excellent stakeholder management and communication skills.
- Big-picture thinker - able to understand end-to-end processes and data flows across functions.
- Proactive, self-driven, and able to operate in fast-moving, ambiguous environments.
- Passionate about designing scalable processes and driving operational excellence.
- Comfortable collaborating cross-functionally (Sales, Product, Operations, CS).
- Experience with property management tech (Appfolio, Yardi, Buildium, etc.) a bonus—but not mandatory.
- Committed to enhancing diversity and inclusion within your team and organization.
Benefits:
- Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan
- Location: Work remotely from anywhere in the US
- Flexibility: Open PTO and sick days
- The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP
- Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
- Training: A supportive team to help you grow your career and unlock your full potential
- Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
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