Implementation Manager, Mid-Market

Qualia • Austin, TX

7h

About The Position

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.
WHAT YOU'LL WORK ON
You are responsible for delighting our customers with exemplary customer support and technical expertise, specifically during the first 50-90 days of their customer journey. During this sensitive time, you’ll serve as their main point of contact and drive the implementation to graduation. You’ll provide a roadmap of the implementation period to customers, ensure they stick to the required schedule, and ultimately complete their transition to Qualia. You may assess unusual circumstances, devise creative solutions based on limited information or precedent, and adapt your approach to resolve issues. You are equally comfortable navigating ambiguity with senior stakeholders as you are getting into the tactical details of a deployment. We’re looking for the perfect blend of a customer service mentality with the ability to drive results.

Requirements

• At least 3-5 years experience in a relevant customer success role, or title & escrow industry experience.
• Good listener who can understand customer needs and communicate Qualia’s value proposition
• Ambitious, enthusiastic, tenacious, and a top-performer with a track record of consistently executing on tasks and projects
• Comfortable switching between training and troubleshooting
• Strong presentation skills with the ability to keep diverse stakeholder groups engaged during 60-minute working sessions
• Ability to get into the weeds and solve problems independently
• Strong team player but still a self-starter
• Thrives in a fast paced environment and can adjust priorities on the fly
• Technically fluent and curious
• Strong verbal and written communication skills interdepartmentally and with customers

Nice To Haves

• Experience with Salesforce or other CRM/Project Management tools preferred
• While this role is based in Austin, Texas, we're open to exploring remote possibilities for candidates with relevant title industry experience.

Responsibilities

• Independently manage complex customer implementations across diverse segments, evaluating identifiable factors to devise tailored solutions and adapt existing approaches as needed
• Become a Qualia software expert in order to help your customers configure their deployments based on their company structure
• Work closely with your customers’ GMs and CSMs to align on strategic goals, and show customers the ROI with transitioning to Qualia
• Own the implementation strategy end-to-end. Identify root causes of blockers, resolve issues, and suggest variations in approach to accelerate time-to-graduation
• Advise less experienced team members on difficult implementation matters and contribute to the evolution of onboarding processes, playbooks, and best practices
• Work independently with review at critical points, exercising evaluation, judgment, and interpretation to select the right course of action across a portfolio of concurrent projects
• Serve as the “quarterback” during the implementation period to ensure all stakeholders’ needs are being met

Benefits

• In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy.
• Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed