Implementation Manager I

Summary

Grace Hill provides SaaS solutions that improve property performance, reduce operating risk, and develop talent in real estate. The Implementation Manager I manages end-to-end client onboarding and implementation, including requirements gathering, platform configuration, training, testing, launch, and transition to Customer Success.

Responsibilities

• Partner with clients to gather requirements, define success criteria, and create a tailored implementation plan
• Lead product setup, configuration, and customization to align with client goals and contracted packages
• Conduct client onboarding and training sessions focused on best practices and adoption
• Facilitate smooth handoff to Customer Success post-implementation
• Develop and manage detailed project timelines, ensuring milestones are met
• Monitor progress, identify risks, and implement mitigation strategies
• Maintain accurate project documentation for internal and client reference
• Track and report key implementation metrics to leadership
• Work with internal teams—such as Product, Sales, and Customer Success—to ensure seamless delivery
• Escalate technical issues, integration challenges, or process blockers for timely resolution
• Contribute to process improvements that enhance scalability and efficiency
• Serve as a trusted advisor, guiding clients on optimal platform use to achieve business outcomes
• Provide product demonstrations and admin training to drive adoption
• Respond promptly to client questions and concerns during onboarding
• Troubleshoot platform issues and coordinate solutions with internal teams

Skills

• Bachelor's degree in business, technology, or related field; or equivalent work experience
• 2–5 years of experience in SaaS implementation, project management, or client onboarding
• Strong understanding of project management methodologies and tools
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences
• Proven track record of meeting deadlines in a fast-paced environment
• Proficiency with CRM and project management software (e.g., Salesforce, Asana, Smartsheet) and G Suite
• Strong problem-solving skills and attention to detail
• Ability to build rapport and maintain strong client relationships
• Comfortable with occasional travel

Qualifications

Must Haves

• Bachelor's degree in business, technology, or related field; or equivalent work experience
• 2–5 years of experience in SaaS implementation, project management, or client onboarding
• Strong understanding of project management methodologies and tools
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences
• Proven track record of meeting deadlines in a fast-paced environment
• Proficiency with CRM and project management software (e.g., Salesforce, Asana, Smartsheet) and G Suite
• Strong problem-solving skills and attention to detail
• Ability to build rapport and maintain strong client relationships
• Comfortable with occasional travel