Implementation Specialist

About Us


ManageAmerica is the leading SaaS provider of property management software in the manufactured housing industry. Our vision is to fuel growth in the manufactured housing industry that expands home ownership possibilities. We are on a mission to provide unparalleled community management solutions so our partners can achieve scalable success faster.


We are positioned for growth-minded manufactured housing owners, operators, and investors. We enhance operations to create efficiencies that help our partners capture every dollar possible.


We operate with a set of guiding principles that help us achieve our vision:


Build Trust Every Day


We're reliable and authentic in each interaction - creating strong bonds with our customers and colleagues.


Fuel Ambition


We invest in team members who are dedicated to their ongoing growth as well as company advancement.


Strive for Excellence


We pursue every opportunity to improve our technology - harnessing innovation and adaptability to further our expertise.


Commit to Each Other


We value teamwork and support each other, knowing that's what leads to amazing collaboration and service.


About the Role


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.

Supervisory Responsibility
This position has no supervisory responsibility.


Work Environment
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.


Physical and Cognitive Demands
The physical and cognitive demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


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.


Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.