Survey Implementation Manager

Summary

Join Grace Hill as a Survey Implementation Manager and manage the end-to-end implementation process for our suite of products. You will be responsible for client onboarding, training, and ensuring a seamless experience. This role requires strong project management, communication, and collaboration skills. You will partner with clients to gather requirements, develop implementation plans, and lead product setup and configuration. Success in this position involves effectively managing timelines, mitigating risks, and tracking key metrics. The ideal candidate will have experience in SaaS implementation and a passion for client success.

Requirements

• Experience in SaaS implementation, customer success, or related client-facing roles
• Exceptional communication skills, with the ability to explain technical concepts clearly to diverse audiences
• Strong organizational and time management skills, with the ability to handle multiple projects simultaneously
• Ability to collaborate effectively across departments and manage client expectations
• Proficiency with project management tools, CRMs (Salesforce), and G-Suite applications
• High attention to detail, proactive problem-solving skills, and a commitment to client success
• A high school diploma is required; a bachelor’s degree is preferred
• 2-5 years of experience in SaaS implementation, project management, or customer onboarding

Responsibilities

• Partner with clients to gather requirements, define success criteria, and develop a tailored implementation plan
• Lead product setup, configuration, and customization to align with client goals and contracted packages
• Conduct client onboarding, training sessions, and handoffs to Customer Success Managers post-implementation
• Develop and monitor implementation timelines, ensuring milestones are met and mitigating risks
• Maintain detailed project documentation to ensure continuity and alignment across internal teams
• Track and report implementation metrics, providing updates to leadership and identifying areas for improvement
• Collaborate with internal teams, including Product, Sales, and Customer Success, to deliver an exceptional client experience
• Escalate system bugs, integration issues, or process roadblocks for resolution promptly
• Contribute to process improvements, ensuring implementation workflows are scalable and efficient
• Act as a trusted advisor to clients during onboarding, guiding them on best practices and product utilization
• Deliver engaging admin training sessions to showcase features, increase adoption, and drive client satisfaction
• Address client inquiries and concerns promptly, ensuring a smooth and positive onboarding experience

Preferred Qualifications

• Prior experience in real estate or multifamily industries is a plus
• Technical aptitude and ability to learn new tools quickly