Manager, Implementations
About The Position
The Manager, Implementations – Knock leads a team delivering high-quality, scalable implementations for the Knock platform, ensuring a strong customer experience from onboarding through activation. This role is accountable for driving consistent execution across high-volume implementations, managing data readiness and configuration accuracy, and consistently meeting customer timelines. The Manager partners cross-functionally with Product, Engineering, Sales, and Customer Success to resolve complex issues, reduce time to implement, and improve customer outcomes, while owning key operational metrics including quality, backlog, and customer satisfaction. This role also oversees the implementation and adoption of Lumina AI capabilities within Knock, ensuring accurate configuration, data integrity, and seamless integration into customer workflows, while driving team readiness and continuous process improvement.
Requirements
- 3+ years of professional experience consisting of:
- 2+ years of experience in a customer facing role
- Strong customer-facing leadership with ability to build trust, manage expectations, and drive positive outcomes
- Excellent communication skills; able to translate technical concepts for non-technical stakeholders
- Experience managing customer interactions, including onboarding, issue resolution, and escalations
- Proven ability to lead, coach, and develop high-performing teams in a fast-paced environment
- Background in technology, consulting, or project management with experience managing multiple implementations
- Experience supporting AI-driven capabilities (e.g., Lumina AI), including data readiness and workflow integration
- Strong understanding of data dependencies, integrations, and automation (e.g., Salesforce, DataHub, APIs)
- Understanding of front office workflows (e.g., leasing, marketing, resident engagement) and their impact on customer outcomes
- Ability to drive process improvements and manage competing priorities in a high-volume, deadline-driven environment
Nice To Haves
- Bachelor’s Degree in business, technology, or computer science related field
- Experience leading teams or large projects
- 3+ years of experience in software implementation
- 2+ years of experience with RealPage products, SharePoint and Salesforce.com
- Previous property management experience
Responsibilities
- Own portfolio management of Knock implementations, including intake, prioritization, resource alignment, and delivery across a high-volume pipeline
- Manage backlog health, balancing capacity, timelines, and customer commitments to meet MTTI and activation targets
- Ensure consistent execution across implementations, maintaining high standards for data readiness, configuration accuracy, and on-time delivery
- Lead, coach, and develop a team of implementation ICs to deliver scalable, high-quality outcomes
- Define and enforce standardized processes for onboarding, configuration, and activation of Knock and Lumina AI capabilities
- Monitor and drive key operational metrics, including quality, backlog aging, timelines, and customer satisfaction
- Partner cross-functionally with Product, Engineering, Sales, and Customer Success to resolve complex issues, reduce friction, and improve implementation outcomes
- Identify and drive process improvements and automation opportunities to increase efficiency and scalability
- Serve as the escalation point for high-impact customer and product issues, ensuring timely resolution and clear communication
Benefits
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
