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

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
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

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

Implementation Manager

Key skills