Client Implementation Manager (Remote)

We are adding an Client Implementation Manager to our Implementations team! In this role, you will lead client implementations in order to increase product adoption, minimize time to value with clients, and ultimately drive revenue for Updater. As an Client Implementation Manager, you will be responsible for interacting directly with clients in all aspects of managing the client through their launch with Updater product offerings. You will work cross-functionally to develop a deep understanding of our product and how it’s used by our various multifamily partners. You will help bridge the gap from Sales to Success, once our Account Executives begin a new client partnership, you will take over and help onboard, configure, and train before the clients are handed off to our Success team.

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 quickly.

About the Role

• Identify risks throughout implementation process and take actions to remedy those risks, including through internal and external methods.
• This role is remote, but needs to be US based. We are not currently able to offer sponsorship for this role.
• Collaborate with internal teams in Product, Marketing, and Delivery Operations to confirm processes and implementation standards are met that allow for a successful launch with clients on Updater products.
• Educate clients on their adoption and usage of Updater within their daily activities.
• Project manage clients through their implementation of Updater product offerings, with specific focus on the multifamily business offerings.
• Train clients on the Updater product.
• Utilize reports, dashboards, and insights regarding Implementation metrics and activity in order to make data-driven decisions on improvements and changes in strategy related to client implementations.
• Follow implementation playbooks that improve upon the client time to value, while also maintaining standards and processes that are repeatable and scalable.
• Partner with Sales and Client Success teams to deliver a seamless experience with clients during the Client Lifecycle with Updater, from signature on a contract to launching Updater to handing off to Client Success to manage clients post-launch.

About You

• 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
• Empathy: you strive to see the world from your clients’ point of view in order to anticipate their needs
• Implementation experience: 2+ years in Client Implementation onboarding and training clients
• Experience working within a SaaS or enterprise software-related field
• Humility: you have an opinion, but aren't afraid to be proven wrong, and are open to alternate way of doing things
• Product focus: you have a knack for understanding how a product works and strive to develop a deeper understanding of lesser known aspects
• Project Management skills: you excel at managing projects by providing timelines, setting expectations, and providing updates internally and externally
• Detail oriented: you have a knack for focusing on details to manage a client through their implementations, making sure to complete every step in the implementation playbook to provide for a successful client launch before transitioning client to the Client Success team
• Strong communication: you convey confidence and expertise in your subject matter through communicating with both client executives and client front-line team members

Bonus Points For

• Experience in the B2B2C world
• Familiarity in the multifamily