second-nature - Manager, Technical Implementations
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Requirements
• Experience with property management platforms such as AppFolio, Yardi, Buildium, or Propertyware. • Experience with onboarding automation platforms, CRM systems, or AI-enabled operational workflows. • CAPM or PMP certification. • Experience scaling onboarding or implementation operations within high-growth SaaS or PropTech organizations. • Familiarity with integrations, system configuration workflows, or technical onboarding processes.
Responsibilities
• Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback. • Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle. • Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV. • Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency. • Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks. • Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices. • Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues. • Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live. • Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience. • Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements. • Encourage operational ownership, accountability, and continuous improvement across the Technical Implementations team. • Stay visible, accessible, and empathetic - especially during periods of ambiguity or rapid growth - helping your team navigate change with confidence and clarity.
Benefits
• Base Salary $110K • Offers Equity • Offers Commission • 20% variable for an OTE of $132K • Please note: to ensure that candidates select the most relevant jobs for their skills, we have set up limits to the number of times candidates can apply. The following limits apply to all roles at Second Nature: • Candidates may not apply more than 3 times in any 60 day span for any job. • Candidates may not re-apply to the same role within 60 days if not presented with an offer. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Why does this opportunity - and working at Second Nature - excite you? • How have you contributed to building a diverse and inclusive team in hiring or team growth? • What key metrics have you used to assess implementation success, and how did you act on them to improve outcomes? • Can you share a time when you led cross-functional collaboration (ex: with Sales, Product, or CS) to improve the customer onboarding experience? • Be present and engaged during your scheduled working hours. Your specific work schedule will be based on your role and team, but you must be able to start your day at 10am or 10:30am ET at least one day per week. • Work from a quiet, professional, and distraction-free space. • Have a dependable high-speed internet connection that supports video calls, as we operate with cameras on by default. • Attend our bi-annual company-wide in-person meetings, with all business travel costs reimbursed according to company policy.
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