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Grace Hill is a SaaS platform serving the real estate industry with solutions for property performance, risk management, and talent development. The Implementation Manager I owns the end-to-end onboarding and implementation process for Grace Hill's product suite, serving as the primary client contact from initial requirements gathering through successful launch and handoff to Customer Success.
Key responsibilities include:
- Partnering with clients to gather requirements, define success criteria, and develop tailored implementation plans
- Leading product configuration and customization aligned with client goals and contracted packages
- Conducting client onboarding and training sessions focused on best practices and platform adoption
- Developing and managing detailed project timelines with clear milestone tracking
- Monitoring implementation progress, identifying risks, and implementing mitigation strategies
- Maintaining accurate project documentation and tracking key implementation metrics for leadership reporting
- Coordinating with internal teams (Product, Sales, Customer Success) to ensure seamless delivery
- Escalating technical issues, integration challenges, and process blockers for timely resolution
- Serving as a trusted advisor, guiding clients on optimal platform use to achieve business outcomes
- Providing product demonstrations and admin training to drive adoption
- Troubleshooting platform issues and coordinating solutions with internal teams
- Contributing to process improvements that enhance scalability and efficiency
REQUIREMENTS:
- 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 ability to explain technical concepts to non-technical audiences
- Proven track record of meeting deadlines in fast-paced environments
- 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
