Manager, Technical Implementations
New
S
Second NatureSaaS, PropTech
Remote, USAFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a fast-paced SaaS, PropTech, or tech-enabled environment.
- Required Skills
- CRM
Requirements
- 3+ years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a fast-paced SaaS, PropTech, or tech-enabled environment.
- Strong track record of guiding customers from discovery through activation while balancing customer experience, operational execution, and team development.
- Passionate about building scalable onboarding workflows, coaching high-performing teams, and driving measurable customer outcomes through operational excellence.
- Comfortable leading both technical and non-technical conversations and can help teams confidently translate customer needs into effective onboarding strategies and workflows.
- Adept at setting expectations, resolving stakeholder misalignment, and building credibility through strong communication and emotional intelligence.
- Thrive in evolving environments - anticipating challenges, solving problems proactively, and helping teams stay focused and aligned through change.
- Value collaboration deeply and enjoy partnering across Sales, Product, Engineering, Operations, Support, and Customer Success to deliver exceptional customer experiences.
- Committed to building inclusive, high-trust teams that balance operational rigor with empathy and accountability.
- Experience with property management platforms such as AppFolio, Yardi, Buildium, or Propertyware (bonus).
- Experience with onboarding automation platforms, CRM systems, or AI-enabled operational workflows (bonus).
- CAPM or PMP certification (bonus).
- Experience scaling onboarding or implementation operations within high-growth SaaS or PropTech organizations (bonus).
- Familiarity with integrations, system configuration workflows, or technical onboarding processes (bonus).
Responsibilities
- Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
- Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle.
- Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV.
- Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency.
- Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks.
- Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices.
- Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues.
- Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live.
- Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience.
- Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements.
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