Technical Implementation Manager

About HouseAccount: HouseAccount aims to disrupt the $750 billion home service industry by revolutionizing and digitizing the homeowner experience. We (and our customers) firmly believe that the future of the home service industry lies in embracing technology to replace outdated and inefficient phone calls, manual scheduling, non-digital payments, and costly paper-based processes.

HouseAccount is building a digital platform that has deep integrations with large-scale brands' operational CRMs and delivers an exceptional white-labeled consumer experience that significantly enhances core business metrics. Our early success has far exceeded expectations, leading to a substantial backlog of customers with billions of dollars in annual gross sales. HouseAccount is a well-capitalized Series A company with multiple years of cash runway.

Team: Co-founders (Wiley, Matt, Kenny) and the rest of our team have spent their careers building world-class tech companies that transform local businesses by digitizing their consumer experience(s). They are an experienced executive team that have been founders or exec team members at the following companies, each with successful outcomes: Seamless ($GRUB), Slice ($1B+ pre-IPO), OLO ($OLO), SinglePlatform ($TRIP), Constant Contact ($CTCT), and Good Uncle ($ARMK).

The Job: We are seeking a passionate and technical individual to join our Customer Team as a Technical Implementation Manager (TIM). 

In this role, you will be the primary technical contact for our customers, ensuring their success with implementing our software and maximizing their value from our offerings. You'll focus on understanding customer needs and executing seamless delivery while serving as a subject matter expert on the HouseAccount product.

What you’ll do:

• Implementation execution:
• You will partner with Implementation Managers and leverage technical and business expertise to execute the initial implementation of the HouseAccount platform. This includes building relationships with customers to improve their experience of using HouseAccount Software.
• Lead and support the technical configuration and integration of our customer CRM to deploy the HouseAccount software as efficiently as possible.
• Explain highly technical issues to a non-technical customer audience, in addition to HouseAccount team members in Product, Engineering and Customer Success/Support.
• Work with our customer’s technology partners (CRM) to provide guidance on feature/solution builds to better enhance and enable the HouseAccount integrations.
• Provide proactive technical support and guidance:
• Troubleshoot and resolve customer issues in a timely and efficient manner.
• Proactively identify and address potential challenges before they impact customers.
• Support regular product training and workshops to help HouseAccount Implementation Managers and our customers optimize their use of the software.
• Manage customer relationships:
• Build and maintain strong relationships with key stakeholders within customer accounts.
• Understand customer needs and goals, and tailor solutions accordingly.
• Be a trusted advisor, providing strategic guidance and insights to help customers achieve their desired outcomes.
• Drive customer success:
• Work with platform customers to identify opportunities for expansion within their portfolio.
• Collaborate with internal teams (e.g., Product, Engineering, Sales) to ensure customers receive the best possible experience.
• Share knowledge and insights with internal teams to improve product strategy and development.
• QA pre-launch configurations
• Develop and implement the QA process for branch launches, focusing on CRM configuration, data integrity, and settings on both the HouseAccount and customer CRM tools.

Who you are:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2-5 years of experience in a technical support or account management role within the software industry.
• Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Experience in making data-driven decisions.
• Ability to work independently and as part of a team.
• Ability to empathize with customers and understand their requirements, ensuring a customer-centric approach to technical implementations.
• Experience in building and nurturing positive relationships with clients and key stakeholders.

Nice to have:

• Prior technical experience in the home services industry is preferred but not required
• Prior experience with field service management software/CRM platforms is preferred but not required 
• Franchise/Franchisee experience preferred but not required

Working here: 

• NYC based role
• Occasional travel requirements (approximately 10% of the time) to attend offsites, meetings, or training events
• Competitive compensation, stock options, and health insurance.
• Unlimited PTO: take the time you need when you need it.
• Subsidy for at-home work machine and equipment
• Regular strategic onsites (in NYC) and offsites (TBD) where we gather the team for work and non-work.
• A world-class team of fun, welcoming, ego-free, proven entrepreneurs with whom to build life-long relationships.

The salary range for this role is $120,000-$140,000. This posting may span more than one career level. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

HouseAccount is an equal opportunity employer and actively encourages applications from people of all backgrounds. All applicants will be considered for employment without attention to race, religion, color, sex (including pregnancy, sexual orientation and gender identity/expression), national origin, disability or any other status protected under applicable federal, state, or local laws.