Manager, Technical Implementations

🕒 4 dias atrás

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Second Nature

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

☁️ SaaS

🏠 Imobiliário

🤝 B2B

💰 $16.399.999 Series C em 2020-03

SaaS • Real Estate • B2B

Second Nature é uma Plataforma de Experiência do Residente que ajuda administradores de propriedades a personalizar e automatizar a integração e benefícios dos residentes. Seu software combina Integração de Residentes, Pacotes Personalizáveis de Benefícios para Residentes e um mecanismo de orquestração chamado Maestro para otimizar contratos de locação, tarefas de mudança, construção de crédito, seguro de locatários, serviços públicos e outros serviços para residentes. Disponibilizada como uma plataforma em nuvem para empresas de gestão de propriedades, a Second Nature visa melhorar a retenção de residentes, reduzir inadimplências e custos de manutenção, e aumentar a eficiência operacional.

Descrição

• 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.

🎯 Requisitos

• 3+ years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a fast-paced SaaS, PropTech, or tech-enabled environment. • Strong track record of guiding customers from discovery through activation while balancing customer experience, operational execution, and team development. • Passionate about building scalable onboarding workflows, coaching high-performing teams, and driving measurable customer outcomes through operational excellence. • Comfortable leading both technical and non-technical conversations and can help teams confidently translate customer needs into effective onboarding strategies and workflows. • Adept at setting expectations, resolving stakeholder misalignment, and building credibility through strong communication and emotional intelligence. • Thrive in evolving environments - anticipating challenges, solving problems proactively, and helping teams stay focused and aligned through change. • Value collaboration deeply and enjoy partnering across Sales, Product, Engineering, Operations, Support, and Customer Success to deliver exceptional customer experiences. • Committed to building inclusive, high-trust teams that balance operational rigor with empathy and accountability.

🏖️ Benefícios

• Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan • Flexibility: Open PTO and sick days • The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with the world’s first Resident Experience Platform • Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect • Training: A supportive team to help you grow your career and unlock your full potential • Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category