Senior Implementation Manager

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Moving is one of the most universally relatable problems. Everyone has moved at least once and everyone thinks moving is painful. Updater is solving that pain at scale. We’re a well-funded and growth-focused company, with technology that touches nearly 50% of all household moves in the US annually, and we’re growing.

As our Senior Implementation Manager, you will play a critical role in the initial stages of our relationship with enterprise clients. You will be responsible for executing on our implementation process and pivoting based on the client’s needs.  It will be expected that you bring your multifamily and implementation experience to the team and be able to make suggestions on how to improve our overall processes.  An emphasis on driving success using a data-driven approach is preferred. This role will partner closely with sales, education, and client success managers to drive the overall success of the project.  The Sr. Implementation Manager will be driven to hand off healthy clients with high adoption to our Client Success Managers.  

About the Role

• Oversee client implementation activities, inclusive of project kick-off, configuration, training, and launch to accelerate time to value. This role will work specifically with enterprise clients. 

• Identify best practices for implementation activities, inclusive of processes, tools, and resources to drive client satisfaction

• Manage client health metrics regarding client implementation activities and provide best practice solutions to our clients.  Educating them on what success looks like. 

• Develop roll-out and implementation plans 

• Partner with sales on client strategy

• Partner with internal teams on technical requirements and enhancements needed with client implementations

• Partner with education by providing insights and feedback on our education process. 

• Must have experience with implementing large-scale projects within the NMHC Top 50. 

• Must have multifamily experience. 

• Act as a product expert to guide clients through aspects of the Updater platform to provide immediate value 

About You

• Empathy: you strive to see the world from your clients’ point of view in order to anticipate their needs

• Product focus: you have a knack for understanding how a product works and strive to understand how a product can meet client desired outcomes

• Strong communication: you're comfortable talking with and presenting to various stakeholders including VPs, C-level execs, and on-site teams in the property management space

• Comfortable with Ambiguity: you can effectively cope with uncertainty and make decisions on the basis of the information you have, even if that isn’t the whole picture

• 7+ years of experience in multifamily with 4+ years experience in implementation  

• Excellent verbal and written communication skills with the ability to communicate to a diverse audience 

• A self-starter, with a strong work ethic and ability to work efficiently and effectively with minimal supervision

• Proven ability to manage multiple projects while paying strict attention to detail

• Proactive thinker, with the ability to devise creative solutions to complex problems

Bonus Points For

• Project Management certification

• Start-up experience

• Experience working onsite or for a property management company