Implementation Specialist

Pippin Title

18h•Remote

About The Position

The Implementation Manager is the person who turns a signed client into an active, happy, fully integrated Pippin account. You'll own the end-to-end onboarding experience for new title agencies, lenders, underwriters, and law firms — from kickoff through first orders, integration cutover, and the transition to steady state. In parallel, you'll run internal rollouts of new tooling, workflow changes, and product launches across our operations teams, making sure each one ships on time and actually sticks. This is a senior individual contributor role for someone who loves project management, is technical enough to navigate API and SaaS integrations, and has the operator's instinct to unblock problems before clients ever see them.

Requirements

5+ years in implementation, onboarding, technical project management, or client-facing solutions at a SaaS, fintech, proptech, title, escrow, or mortgage-tech company.
Title, escrow, mortgage, or real estate experience — you understand what a commitment is, what a two-owner search is, why a closing date matters, and why a missed turnaround is a big deal.
Integration fluency — comfortable reading API docs, testing endpoints with Postman, reviewing field mappings, and speaking credibly with engineers on both sides. You don't have to write production code.
Project management discipline — you run projects with written plans, owners, dates, and status updates. RACI, risks, and dependencies are second nature.
Client-side presence — you can lead an executive kickoff one hour and coach an ops lead through a portal configuration the next.
Operator's bias for action — you write the SOP, build the template, record the Loom, and ship the rollout rather than waiting for someone else to.
Tools — fluent in a modern PM/collab stack (e.g., Asana, Jira, Linear, Notion, Confluence, Slack, Zoom, Loom) and comfortable in spreadsheets.

Nice To Haves

Experience with Qualia, SoftPro, Resware, or TrackerPro is a strong plus; experience standing up integrations with any of them is a bigger plus.
Experience onboarding lenders or national title agencies to a new vendor.
Exposure to HUD, CFPB, or ALTA best-practices compliance considerations.
Background leading change-management or process-improvement initiatives (Lean, Six Sigma, or similar).
Prior work inside a high-growth, VC-backed company.

Responsibilities

Own new-client onboarding end to end — run kickoff, build the mutual implementation plan, set success criteria, and drive to first live order for title agents, lenders, underwriters, and law firms.
Configure accounts and workflows in the Pippin portal (users, permissions, product catalog, report formats, invoicing/billing setup) so clients can place their first order without friction.
Train client teams on the portal, order tracker, live chat, and report formats — by live session, recorded walkthrough, and written playbook.
Be the single point of accountability from handoff out of Sales through a clean transition to the Client Success and Operations teams.
Stand up integrations between Pippin and client systems — Qualia, SoftPro, Resware, TrackerPro, and direct API/SFTP connections with lenders and enterprise clients.
Translate between client and engineering — gather integration requirements, document field mappings, coordinate sandbox testing, and sign off on go-live.
Own the integration runbook — credentials, endpoints, error-handling expectations, SLAs, and rollback steps — so every cutover is boring on purpose.
Partner with Product and Engineering on integration roadmap, bug triage, and feature requests surfaced during implementation.
Project-manage internal launches of new software, workflows, and process changes across Operations, Ground Searchers coordination, QC, and Support.
Build the change-management plan — readiness checklists, training materials, pilot cohort, cutover date, success metrics, and post-launch review.
Instrument every rollout with clear KPIs (adoption, cycle time, error rate, turnaround time) and report progress to leadership on a predictable cadence.
Manage the implementation of title-order workflows for new and expanding accounts — residential, commercial, and energy — including report types, state-by-state nuances, and turnaround expectations.
Partner with Ground Searchers network leads to pre-position capacity for large new accounts and high-volume launches.
Close the loop with QC to make sure commitment-ready output meets each client's specific format and quality bar from day one.