Program Implementation Manager

Job Description

As a Program Implementation Manager, you will own our onboarding strategy, process and relationship management for clients who have solidified their interest in implementing SmartRent’s products and services. These clients include Property Owners, Fee Managers, and/or members of a property manager’s corporate team. Your responsibilities will include leading full rollout discussions with these key leaders, addressing concerns & specific use-cases, and proper escalation of high impact issues to internal stakeholders. 

You’ll play a crucial role in the overall rollout of SmartRent’s solutions at scale all while maintaining professional and personal rapport with our customers and internal teams.

Responsibilities

• Lead client onboarding calls at the corporate level
• Draft detailed follow up emails after client calls including action items for the client and for SmartRent
• Successfully de-escalate client concerns
• Act as a cross-functional-teams liaison
• Identify and task issues which require involvement from Engineering teams, General Contractors, and Internal Stakeholders
• Improve our implementation/onboarding documentation and processes by adding your own suggestions and efficiencies
• Document all communications in Salesforce so that other internal stakeholders are up-to-date with the portfolio rollout status
• Coordinate with internal Field and Operations teams to ensure a timely and successful installation

Required Qualifications

• Strong project management, implementation or client management skills
• Excellent written and verbal communication as well as presentation skills
• Prior experience leading calls directly with corporate leaders (C-suite executives, VPs, Directors, etc.)
• Hands on experience in a technical support or account management capacity supporting customers using an Enterprise Hardware/Software or SaaS Solution
• Hands on experience managing customer issues through a ticketing management system or project management tool (i.e. Salesforce, Asana)
• The ability to write about technical subjects clearly and in an engaging style
• The enthusiasm and patience to handle client complaints
• An excellent work ethic, attention to detail, and quick response times

Preferred Qualifications

• Previous experience working for a SaaS company or tech startup
• Property Management or Commercial Real estate experience

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