Manager, Implementations
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Job Description
Manager, Implementations leading a team to deliver scalable onboarding for the Knock platform. Collaborating cross-functionally for timely resolutions and improved customer outcomes.
Responsibilities:
- Own portfolio management of Knock implementations, including intake, prioritization, resource alignment, and delivery across a high-volume pipeline.
- Manage backlog health, balancing capacity, timelines, and customer commitments to meet MTTI and activation targets.
- Ensure consistent execution across implementations, maintaining high standards for data readiness, configuration accuracy, and on-time delivery.
- Lead, coach, and develop a team of implementation ICs to deliver scalable, high-quality outcomes.
- Define and enforce standardized processes for onboarding, configuration, and activation of Knock and Lumina AI capabilities.
- Monitor and drive key operational metrics, including quality, backlog aging, timelines, and customer satisfaction.
- Partner cross-functionally with Product, Engineering, Sales, and Customer Success to resolve complex issues, reduce friction, and improve implementation outcomes.
- Identify and drive process improvements and automation opportunities to increase efficiency and scalability.
- Serve as the escalation point for high-impact customer and product issues, ensuring timely resolution and clear communication.
Requirements:
- 3+ years of professional experience consisting of:
- 2+ years of experience in a customer facing role.
- Bachelor’s Degree in business, technology, or computer science related field (preferred).
- Experience leading teams or large projects (preferred).
- 3+ years of experience in software implementation (preferred).
- 2+ years of experience with RealPage products, SharePoint and Salesforce.com (preferred).
- Strong customer-facing leadership with ability to build trust, manage expectations, and drive positive outcomes.
- Excellent communication skills; able to translate technical concepts for non-technical stakeholders.
- Experience managing customer interactions, including onboarding, issue resolution, and escalations.
- Proven ability to lead, coach, and develop high-performing teams in a fast-paced environment.
- Background in technology, consulting, or project management with experience managing multiple implementations.
- Experience supporting AI-driven capabilities (e.g., Lumina AI), including data readiness and workflow integration.
- Strong understanding of data dependencies, integrations, and automation (e.g., Salesforce, DataHub, APIs).
- Understanding of front office workflows (e.g., leasing, marketing, resident engagement) and their impact on customer outcomes.
- Ability to drive process improvements and manage competing priorities in a high-volume, deadline-driven environment.
- Previous property management experience (preferred).
Benefits:
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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