Manager/Sr. Manager, Client Implementations (Remote)

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If you are an experienced leader who specializes in client implementations and you have a proven track record of increasing client satisfaction, revenue growth, and creating processes that are the gold standard for your organization and department, this role could be perfect for you.

Moving is one of the most universally relatable problems. Everyone has moved at least once and everyone thinks moving is painful. Updater is solving that pain at scale. We’re a well funded and growth-focused company, with technology that touches nearly 50% of all household moves in the US annually, and we’re growing quickly.

Our Client Success team is growing and we are adding a Manager or Senior Manager of Client Implementations who can define, implement, and scale client implementation efforts that increase product adoption, minimize time to value with clients, and ultimately drive revenue for Updater. As the Manager/Senior Manager of Client Implementations, you will be responsible for improving, expanding, and building a scalable client implementation program, and team, that will engage both existing and new clients. We already have the business, now we need you to come in and help us scale quickly, we offer the fast pace of a start up, but the maturity of time under our belt. You will work cross-functionally to develop a deep understanding of our product and how it’s used by our various business verticals, including Multi-family and Real Estate partners.You will report to our Director of Real Estate Client Success who has deep experience growing and leading success teams; they are a true partner to you and will be invested in you. 

About the Role

• Lead efforts to define a scalable implementation program for our clients who use the Updater product offerings. 
• Hire, train, and lead future implementation team members as they manage clients through the implementation stage. 
• Role will be a player/coach role and you will be hands-on with some client implementation efforts.
• Design implementation playbooks and SOPs that reduce the time to value with clients, while also maintaining standards and processes that are repeatable and scalable. 
• Identify tools and resources that will assist in the implementation efforts.
• Collaborate with internal teams in Client Success, Sales, Product, Marketing, and Delivery Operations to confirm processes and implementation standards are met that allow for a successful launch with clients on Updater products.  
• Develop reports, dashboards, and insights into Implementation metrics, inclusive of health scorecards and trends.
• Make data-driven decisions on improvements and changes in strategy.

About You

• Implementation experience: 7+ years in Client Implementation
• Experience working within a SaaS or enterprise software-related field
• Team Leadership experience: 3+ years managing team members
• Project Management skills: you excel at managing projects by providing timelines, setting expectations, and providing updates internally and externally
• Process Development focus: you have a knack for digging into the weeds to develop processes that can be repeated and scaled across team members and across verticals
• Product focus: you have a knack for understanding how a product works and strive to develop a deeper understanding of lesser known aspects
• Empathy: you strive to see the world from your clients’ point of view in order to anticipate their need

Bonus Points For

• Familiarity in the multifamily or real estate space
• Experience in the B2B2C product space

About Updater

Updater makes moving easier for the 12 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.

Headquartered in New York City, Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin