Implementation Manager

Second Nature

10d•Remote

About The Position

We’re seeking experienced Implementation professionals who thrive in ambiguity and can guide clients to activation. We're building an inclusive, diverse, and high-performing team that represents the customers we serve. As an Implementation Manager, you will own the post-sale onboarding journey, guiding clients from signed contract to full activation (3% activation rate target). You’ll work cross-functionally with Sales, Operations, Product, Legal, and Client Success to ensure smooth, scalable implementations.

Requirements

2+ years of direct implementation experience at a tech-enabled or transactional business; PropTech background is a strong plus.
Proven ability to lead clients through implementation or onboarding processes that involve change management.
Skilled at holding clients accountable to agreed deliverables and timelines.
Strong in discovery, objection handling, and consultative client engagement.
High emotional intelligence with excellent stakeholder management and communication skills.
Big-picture thinker - able to understand end-to-end processes and data flows across functions.
Proactive, self-driven, and able to operate in fast-moving, ambiguous environments.
Passionate about designing scalable processes and driving operational excellence.
Comfortable collaborating cross-functionally (Sales, Product, Operations, CS).

Nice To Haves

Experience with property management tech (Appfolio, Yardi, Buildium, etc.) a bonus—but not mandatory.
Hands-on experience in PropTech or real estate transactions.
Familiarity integrating AI into onboarding/process workflows.
Experience with CRM, project management, or sales enablement tools (e.g., Salesforce, Monday.com, Gong).

Responsibilities

Lead clients through the full implementation funnel: discovery → onboarding → activation → handoff.
Conduct thorough discovery to uncover client goals, needs, and potential roadblocks; proactively handle objections.
Deliver targeted training and hands-on guidance with Property Managers for Resident Benefits Package (RBP) setup and usage.
Ensure clients deliver on their commitments and stay on track through the journey.
Partner closely with Sales to ensure alignment on deliverables and expectations.
Build trust and credibility with stakeholders at all levels; communicate tactfully and manage changing expectations.
Manage projects end-to-end: set timelines, coordinate stakeholders, and drive accountability.
Navigate ambiguity effectively, solving problems in fast-paced, evolving environments.
Serve as a process consultant—building, refining, and scaling implementation workflows.
Use tech tools (CRM, automation, AI-powered platforms) to enhance efficiency and client experience.