Implementation Manager

Buildout

1d • $65,000 - $70,000 • Remote

About The Position

Buildout is the AI deal engine for CRE brokerages, automating every step from first contact to commission. While brokers focus on relationships and winning listings, Buildout handles the workflows behind the scenes, turning manual processes into intelligent, scalable systems. Trusted by over 50,000 brokers, Buildout powers more profitable deals from lead to close. Learn more at www.buildout.com.
The Opportunity
Buildout is on a tear. In the last two years, we’ve acquired several companies, launched a half a dozen new products, and further established our customer-centric brand as the go-to for commercial real estate brokers. With 99% net dollar retention and thousands of happy customers, we’re just getting started.
The Implementation Team at Buildout is responsible for the direction, coordination and implementation of our customer onboarding process. As a member of the team, you’ll act as the primary point of contact for your set of single-seat customers post-sale, guiding them through the initial project kick-off to a successful graduation, and setting them up for long-term success with one or more of our highest-value products. You should be driven to help customers and have the curiosity to dive deep into an ever-changing product suite to learn it inside and out. Providing a Buildout Quality customer experience requires patience, empathy, and a growth mindset.

Requirements

• 2+ years experience in a customer-facing role like customer success, support, or sales, ideally within a B2B SaaS organization
• Experience in customer onboarding, implementation, or training is strongly preferred
• Salesforce or similar CRM experience required
• Strong project management and organization skills with the ability to manage a full pipeline of customers across the onboarding lifecycle
• Curiosity and initiative to learn technical products deeply and translate that knowledge into simple training methods for our customers
• Excitement about embracing change and contributing new ideas in a collaborative team environment
• Passionate about dazzling your customers and providing an exemplary customer experience

Nice To Haves

• Bonus points: experience with ChurnZero, Jira, Loom and/or other LMS tools
• Experience working in the Commercial Real Estate (CRE) industry a plus, but not required

Responsibilities

• Proactively guide customers through their Buildout onboarding process, from project kick-off to successful graduation, ensuring a smooth transition between steps
• Define project scope, goals and deliverables to ensure alignment with your customer and manage an efficient and timely setup
• Establish ongoing communication with customers during their onboarding to train them how to utilize the product, and have technical discussions on how we can implement their business workflows or data into Buildout
• Monitor customers’ progress during their setup to ensure their project stays on track and get creative with ways to course correct as needed
• Work closely with internal teams including Sales, Account Management, and Visual Design teams to set the right expectations, resolve issues, and ensure customers are happy with their account configuration
• Support the sale of customization by identifying when the customer has needs that require work from our customization schedule and pull in the sales rep to support with pricing and contracting
• Work alongside our Product team to give feedback directly from the customers about the product and to QA new features
• Be the “voice of the customer”, contribute to enhancing our product training, and be willing to pivot and try new processes when something isn’t working
• Become proficient in the ins-and-outs of all supported products to deliver a holistic end-to-end customer experience that keeps them raving about Buildout and coming back for more

Benefits

• Impactful insurance and benefit options, including 2 medical plans to choose from, 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD, life insurance, and telemedicine, and a wellness benefit of $400/year.
• Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days
• 401(k) with 4% company match and immediate vesting
• A fully remote work culture with a monthly remote work reimbursement ($600/year) to support our distributed team and an annual, in-person company kickoff
• Challenging problems to solve with a committed and supportive team who are invested in your growth and development
• A wonderfully quirky culture where you’re encouraged to bring your whole self to work

What This Job Offers

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