Manager, Technical Implementations

🔥 55 minutes ago

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Second Nature

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

☁️ SaaS

🏠 Real Estate

🤝 B2B

💰 $16.4M Series C on 2020-03

SaaS • Real Estate • B2B

Second Nature is a Resident Experience Platform that helps property managers personalize and automate resident onboarding and benefits. Its software combines Resident Onboarding, customizable Resident Benefits Packages, and an orchestration engine called Maestro to streamline leases, move-in tasks, credit-building, renters insurance, utilities, and other resident services. Delivered as a cloud platform for property management companies, Second Nature aims to improve resident retention, reduce delinquencies and maintenance costs, and increase operational efficiency.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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