Implementation Manager

About Our Client

Our client is the AI deal engine for CRE brokerages, automating every step from first contact to commission. While brokers focus on relationships and winning listings, the company handles the workflows behind the scenes, turning manual processes into intelligent, scalable systems. Trusted by over 50,000 brokers, the company powers more profitable deals from lead to close.

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Our client is experiencing significant growth. In the last two years, it has acquired several companies, launched a half a dozen new products, and further established its customer-centric brand as the go-to for commercial real estate brokers. With 99% net dollar retention and thousands of happy customers, the organization is just getting started.

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About The Role

The Implementation Team is responsible for the direction, coordination, and implementation of the customer onboarding process. As a member of the team, this role will act as the primary point of contact for a set of single-seat customers post-sale, guiding them through the initial project kick-off to a successful graduation, and setting them up for long-term success with one or more of the organization's highest-value products. This role requires a drive to help customers and the curiosity to dive deep into an ever-changing product suite to learn it inside and out. Providing a quality customer experience requires patience, empathy, and a growth mindset.

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Key Responsibilities

• Proactively guide customers through their onboarding process, from project kick-off to successful graduation, ensuring a smooth transition between steps.
• Define project scope, goals, and deliverables to ensure alignment with the customer and manage an efficient and timely setup.
• Establish ongoing communication with customers during their onboarding to train them how to utilize the product, and have technical discussions on how to implement their business workflows or data into the product.
• Monitor customers’ progress during their setup to ensure their project stays on track and get creative with ways to course correct as needed.
• Work closely with internal teams including Sales, Account Management, and Visual Design teams to set the right expectations, resolve issues, and ensure customers are happy with their account configuration.
• Support the sale of customization by identifying when the customer has needs that require work from the customization schedule and pull in the sales representative to support with pricing and contracting.
• Work alongside the Product team to give feedback directly from customers about the product and to QA new features.
• Be the “voice of the customer”, contribute to enhancing product training, and be willing to pivot and try new processes when something isn’t working.
• Become proficient in the ins-and-outs of all supported products to deliver a holistic end-to-end customer experience that keeps them raving about the company and coming back for more.

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Required Qualifications

• 2+ years experience in a customer-facing role like customer success, support, or sales, ideally within a B2B SaaS organization.
• Experience in customer onboarding, implementation, or training is strongly preferred.
• Salesforce or similar CRM experience required.
• Strong project management and organization skills with the ability to manage a full pipeline of customers across the onboarding lifecycle.
• Curiosity and initiative to learn technical products deeply and translate that knowledge into simple training methods for customers.
• Excitement about embracing change and contributing new ideas in a collaborative team environment.
• Passionate about dazzling customers and providing an exemplary customer experience.

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Preferred Qualifications

• Bonus points: experience with ChurnZero, Jira, Loom and/or other LMS tools.
• Experience working in the Commercial Real Estate (CRE) industry is a plus, but not required.

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Additional Information

This is a fully remote role open across most of the US. The targeted salary range for this position is $65,000 - $70,000 based on experience.

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Perks & Benefits

• Impactful insurance and benefit options, including 2 medical plans to choose from, 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD, life insurance, and telemedicine, and a wellness benefit of $400/year.
• Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days.
• 401(k) with 4% company match and immediate vesting.
• A fully remote work culture with a monthly remote work reimbursement ($600/year) to support the distributed team and an annual, in-person company kickoff.
• Challenging problems to solve with a committed and supportive team who are invested in growth and development.
• A wonderfully quirky culture where individuals are encouraged to bring their whole selves to work.

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Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”