The Implementation Specialist II is responsible for supporting the end-to-end implementation of RealPage Resident Solutions products, including Payments and Insurance. The role involves client setup and onboarding, account configuration, data validation, risk and compliance reviews, documentation management, and coordination with internal stakeholders to ensure successful implementations. Acting as a subject matter expert, the position also handles client escalations, supports process improvements, performs quality reviews, trains team members, and leverages technical skills in SQL and Excel to maintain data accuracy, ensure regulatory compliance, and deliver a high-quality client experience

PRIMARY RESPONSIBILITIES

• Successfully setup clients’ properties and accounts following RealPage Payments & Insurance guidelines, and in accordance with client’s expectations.
• Maintain accurate records of all communication received for each client.
• Serves as quality control for Implementation Consultants and/or Solutions Consultants in submitting due diligence pre-requisites in compliant with risk management guidelines and vendor requirements.
• Ensure consistent and effective communication with Implementation Consultants and/or Solution Consultants throughout the implementation process via chat, email, or calls, providing timely updates and feedback on available and required platforms.
• Notifies clients of the completion of the implementation
• Ensure client satisfaction and retention through timely solution delivery.
• Remain engaged with internal stakeholders throughout the implementation process.
• Configure and deploy software platforms based on client or internal requirements, leveraging SQL for data integration and reporting, and utilizing advanced Excel functions to manage and analyze large datasets.
• Understand the processes surrounding Payments and Insurance and how those products integrate with other solutions.
• Organize and maintain all files upon receipt of new/existing and complete orders.
• Support product and process testing as needed, while collaborating with cross-functional teams to clarify requirements—such as determining the need for PME tickets—and proactively troubleshoot implementation issues to ensure accurate and timely delivery.
• Gathers & examines data from customers, creates system records, and submits for setup.
• Solid business background with understanding and/or hands-on experience in implementation of Payments and Insurance software platforms including risk assessment while performing due diligence and escalate red flags to Risk Management team.
• Act as a Subject Matter Expert on all Resident Solutions implementation processes.
• Serves as primary point of contact when there is a client escalation that involves implementation of Resident Solutions products and services. This includes, communicating client issues to other internal teams and devise ways of improving the customer experience and resolving problems and complaints.
• Conducts training for new Implementation Specialists on one product related to implementation including trainee's performance evaluation to gauge learning progress.
• Coordinate with the team and its stakeholders to resolve all issues within required timeframe and recommend appropriate changes to all standard policies and procedures and evaluate all implementation for the team.
• May be required to perform other duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• 2 - 3 years’ experience in customer service and implementation
• Excellent verbal and written communication and interpersonal skills required.
• Ability to learn and utilize new procedures and processes quickly.
• Intermediate to advanced knowledge of MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint); testing may be requested.
• Patience and overall courteous behavior when working with internal and customers.
• Ability to work in a collaborative, flexible, team environment and meet aggressive timelines.
• Able to successfully prioritize and manage time effectively so that deadlines can be met.
• Experience in fast paced production environment.
• High level of organizational skills
• Ability to multitask.
• Ability and desire to work within a team environment.
• Able to quickly analyze and troubleshoot problem issues.
• Ability to work after regular business hours as needed to guarantee deliverables are met.
• Ability to recognize and escalate issues and risks to your leaders.
• Ability to work discreetly with confidential information.
• Previous experience presenting and/or training complex information to a variety of audiences required
• Demonstrated ability to develop, revise and use a database to enter and revise client information
• Proven strength in leading effectively, remain composed under pressure and take proactive steps in addressing challenges.

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.