A. Team Leadership & People Development

• Lead, coach, mentor, and develop a team of Implementation Consultants to achieve performance, productivity, customer satisfaction, and quality objectives.
• Conduct regular one-on-one coaching sessions, performance discussions, career development conversations, and action planning.
• Provide timely coaching based on observed customer interactions, implementation performance, and quality assessments.
• Foster employee engagement, accountability, collaboration, and a customer-centric culture.
• Participate in workforce planning and resource allocation to meet business demands.
• Support performance management activities, including recognition, documentation, corrective coaching, and development planning.
• Assist management with succession planning and talent development initiatives.

B. Hiring & Onboarding

• Participate in interviewing candidates for Implementation Consultant positions.
• Evaluate candidate competencies and provide hiring recommendations.
• Deliver structured onboarding and new hire training programs (approximately 10 business days or as required).
• Guide new hires throughout their ramp-up period through coaching, mentoring, and knowledge reinforcement.
• Ensure new team members achieve readiness milestones and operational proficiency.

C. Coaching & Quality Management

• Conduct monthly quality reviews of customer implementation calls and customer interactions for each team member.
• Evaluate communication effectiveness, implementation accuracy, customer experience, and adherence to established processes.
• Deliver actionable coaching and documented development plans based on quality findings.
• Review customer email communications and provide recommendations to improve clarity, professionalism, and effectiveness.
• Conduct preparation sessions prior to complex or high-risk customer meetings.
• Facilitate recurring "Office Hours" sessions to address common implementation challenges, answer questions, and reinforce best practices.
• Provide real-time coaching through Zoom, Slack Huddles, voice messages, and other collaboration tools.

D. Customer Escalation & Operational Support

• Serve as the primary escalation point for complex implementation issues and customer concerns.
• Participate in escalation calls when customers request leadership involvement.
• Monitor Implementation Support channels to ensure timely issue resolution.
• Provide strategic guidance for complex onboarding scenarios and customer-specific implementation plans.
• Partner with cross-functional teams to resolve operational issues impacting customer implementations.
• Ensure implementation risks are proactively identified, communicated, and mitigated.

E. Operational Excellence & Business Execution

• Monitor implementation metrics, quality indicators, customer satisfaction, productivity, and operational performance.
• Identify trends and recommend process improvements to increase implementation efficiency and customer outcomes.
• Ensure compliance with implementation methodologies, internal standards, and operational procedures.
• Assist in workload balancing, prioritization, and implementation resource planning.
• Support operational readiness for new products, features, and implementation methodologies.

F. Cross-Functional Leadership & Strategic Partnership

Serve as the primary representative of the Implementation Consulting organization by:

• Participating in discovery sessions for upcoming product releases.
• Providing implementation feedback during product development and release planning.
• Attending recurring release readiness meetings and implementation planning sessions.
• Collecting and communicating Voice of Customer (VOC) insights to influence product improvements.
• Supporting change management initiatives related to new products, services, and implementation processes.

G. Team Communication & Leadership Meetings

Actively participate in and facilitate leadership and team meetings, including:

Leadership Meetings

• Bi-weekly Success Leadership Stand-up
• Monthly Voice of Customer (VOC) meetings
• Payments Program meetings and other assigned strategic initiatives
• Leadership planning sessions
• Operational review meetings

Team Meetings

• Facilitate weekly team meetings.
• Present product enhancements, implementation updates, and operational changes.
• Share best practices and implementation success stories.
• Reinforce organizational priorities and customer experience initiatives.

Documentation, Process Improvement & Special Projects

• Develop and maintain internal implementation documentation, playbooks, and knowledge articles.
• Create implementation resources that improve consultant effectiveness.
• Update process documentation to align with evolving business practices.
• Participate in continuous improvement initiatives.
• Support implementation of new tools, workflows, and operational programs.
• Participate in special projects assigned by leadership.

Education & Experience

• Bachelor's degree in Business Administration, Information Technology, Management, Communications, or a related discipline preferred.
• An equivalent combination of education and relevant professional experience may be considered.
• Minimum of 2-4 years of experience in SaaS implementation, customer onboarding, consulting, customer success, or project management.
• Experience within Property Management Software, SaaS, CRM, ERP, or Professional Services environments is strongly preferred.
• Demonstrated experience managing customer escalations and providing coaching and feedback to peers in a mentoring capacity.

Technical Knowledge

• Strong knowledge of Propertyware and/or Buildium platforms.
• Understanding of SaaS implementation methodologies and the customer onboarding lifecycle.
• Knowledge of property management operations and software implementation best practices.
• Familiarity with CRM systems, project management platforms (TaskRay preferred), Salesforce, Jira, Slack, Zoom, and Microsoft Office applications.
• Understanding of quality assurance methodologies and coaching frameworks.
• Ability to analyze operational metrics and customer performance data.

Core Competencies

• Leadership and People Development
• Coaching and Mentoring
• Customer Experience Management
• Strategic Thinking
• Decision Making
• Operational Excellence
• Project Coordination
• Quality Management
• Continuous Improvement
• Change Management
• Collaboration and Partnership Building
• Accountability and Ownership
• Business Acumen

Communication Complexity

This position requires frequent interaction with multiple organizational levels and external customers. The successful candidate must be able to:

• Communicate complex implementation concepts clearly to both technical and non-technical audiences.
• Facilitate difficult customer conversations while maintaining professionalism and customer confidence.
• Influence cross-functional stakeholders without direct reporting authority.
• Deliver constructive coaching and performance feedback.

Behavioral Attributes

The successful candidate consistently demonstrates:

• Customer-first mindset
• Servant leadership
• High accountability and ownership
• Sound judgment and professionalism
• Adaptability in a dynamic environment
• Strong analytical and critical thinking skills
• Emotional intelligence and empathy
• Integrity and commitment to continuous improvement