Implementation Manager
- Lead end-to-end onboarding for multifamily clients, managing integrations with property management and submetering systems.
- Configure and activate integrations (Property Management APIs, AMI MDMS, utility bill data feeds).
- Deliver client training on integrations, business rule documentation, and SOP customization.
- Own project plans, track milestones, and coordinate cross-functional resources.
- Ensure successful go-lives and seamless client handoff to support.
- Identify and resolve implementation bottlenecks and technical issues.
- Lead root-cause analysis (RCA) and corrective action initiatives to identify, isolate, and prevent the recurrence of problems that can adversely impact the successful and timely completion of future implementations.
- Improve tools, templates, and implementation processes.
- Document all work, including user stories and integration specifications.
- Collaborate with sales and partners to identify upsell and expansion opportunities.
- Minimum 3 years of experience managing small to medium-sized implementation projects or performing business analysis.
- Managed multiple client projects while providing high-level and detailed consulting on business processes.
- Experience customizing project plans to align with client-specific requirements and timelines.
- Experience implementing SaaS solutions
- Minimum 3 years of hands-on experience in data conversion and system integrations related to submetering, property management, or utility bill data brokers.
- Understands the data conversion lifecycle of Extraction, Transformation, and Loading (ETL) processes.
- Understanding data extraction, transposition, splitting, and cleansing activities to prepare client data for import.
- Solid understanding of usage-based utility billing processes, particularly in multifamily settings (e.g., submetering and RUBS).
- Experience working closely with cross-functional teams and collaborating directly with client stakeholders to implement complex, configurable software solutions.
- Associate degree or equivalent experience in business, project management, or multifamily housing.
- 3+ years of SaaS implementation or business analysis experience.
- Familiarity with data conversion (ETL), utility billing, and multifamily systems.
- Strong project management, communication, and problem-solving skills.
- Bachelor’s degree or PMP/CAPM certification.
- Experience with property management and AMI MDMS platforms.
- Background in utility billing processes (RUBS, submetering).
- API integrations & technical configuration
- Client training & documentation
- SaaS implementation lifecycle
- Business process analysis
- Cross-functional collaboration
- Continuous improvement mindset
- 30/60/90 day Onboarding training, assessment, benchmarks, and milestones
- Senior Customer Service Representative Performance Management Assessment Framework
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