Implementation Specialist

Implementation Specialist

As an Implementation Specialist you will assist new clients during the implementation of ManageAmerica's industry-leading property management software. With a laser-focus on customer service, you will evaluate client needs, help clients configure ManageAmerica to support their business and technical requirements, troubleshoot system setup, and provide support during the implementation process.

Essential Functions

• Manage all aspects of the ManageAmerica implementation projects; including the project kick off, software configuration, go live and training while maintaining project timelines.
• Act as the main point of contact for customers before they go live and own all communications with the customer including weekly check in meetings via Teams, ad hoc meetings, emails, etc.
• Manage multiple implementation projects, with various priorities and deadlines at once for different customers.
• Work as a consultative partner with your customers to provide guidance on best configuration practices based on their workflows and internal processes.
• Maintain up to date project plans, tickets, and other project documentation to ensure project timelines are on track and visible to leadership.
• Conduct ongoing training sessions for clients and agencies and internal employees.
• Works with Account Management and Customer Support regarding new features and integrations as needed.
• Work closely with the product team and other internal teams to provide customer feedback which will help define future enhancements to our products.
• Manage new customer's onboarding, data collection and configuration ensuring successful implementation.
• Work closely with cross-functional teams, including Sales, Marketing, Customer Success, and Product, to onboard and support the implementation.
• Provide direct assistance to customers for enrollment changes and program issue resolution.
• Provide exceptional customer service.

Qualifications

• Familiarity with remote work technologies, such as video conferencing platforms, project management software, and remote collaboration tools.
• Excellent communication and interpersonal skills to effectively engage with remote stakeholders at all levels.
• 1-3 years software project coordination/implementation experience in a client-facing environment or corporate support role.
• Self-motivation and the ability to work independently while collaborating effectively with remote teams.
• Ability to adapt to change and a rapidly growing environment.
• Flexibility in scheduling to meet client needs with short turnaround.
• Proficient in Microsoft Excel with the technical aptitude to quickly learn and navigate new systems.

This role operates in a fully remote work environment. This role routinely uses standard home office equipment and technology such as computers, monitors, keyboards, mice, and peripheral devices.

Cognitive requirements of this position are learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending. Physical requirements of this position are constantly operating a computer and other office productivity machinery such as keyboards, mice, and monitors.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type/Expected Hours of Work Full time, self-directed hours

Travel There is no travel required for this position.

Work Authorization Must be able to show documentation that shows authorization to legally work in the United States of America.

AAP/EEO Statement ManageAmerica provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.