Implementation Manager, SMB

Qualia•Austin, TX

8h•Remote

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. We’re looking for the perfect blend of a customer service mentality with the ability to drive results.

Requirements

At least 2-3 years experience in a relevant customer-facing role
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
Experience with Salesforce or other CRM/Project Management tools preferred
Ability to get into the weeds and solve problems independently
Strong team player but still a self-starter
Thrive in a multi-tasking environment and can adjust priorities on the fly
Technically fluent and curious
Strong communication skills interdepartmentally and with customers

Responsibilities

Manage a high volume of customers during the most sensitive period of the customer journey
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
Graduate customers from their implementation period quickly with high satisfaction
Serve as the “quarterback” during the implementation period to ensure all stakeholders’ needs are being met