Funnel Leasing Inc., is hiring for an Implementation Manager that can 'work from anywhere' in the U.S. As an Implementation Manager, you will be responsible for the successful onboarding and implementation of Funnel software products. Your team will work directly with new and existing customers to help these customers realize the value and benefits of the Funnel software solutions. You will interface with cross-functional teams including sales, customer success, support, product management, and development. You and your team will own the onboarding and implementation engagement from contract signature to go live. You are responsible for managing the process, projects, escalations, documentation, best practices, employee onboarding & training, KPIs, and tools that lead to efficient execution and best-in-class customer experience. This position will report to the SVP of Customer Success

Why Funnel?
We are a 'work from anywhere' in the U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

Click here to learn more about Funnel and our innovative team members across the country.

The Implementation Manager’s essential roles and responsibilities include, but are not limited to the following:

Onboarding and Implementation

  • Be customer focused and understand the importance of the onboarding process as part of the customer journey. You are passionate and dedicated to the success of Funnel customers.
  • Lead, train, and mentor team members on the implementation best practices.
  • Be committed to knowledge management that facilitates scaling of the team.
  • Manages and guides the daily operational functions of the implementation team.
  • Evaluates departmental and company processes with a continual focus on improvement that leads to increased customer satisfaction, efficiency, effectiveness, and quality.
  • Develop, implement and document business processes, policies, procedures, and BI that maximize the onboarding customer experience. Includes working with team operations team member(s) to facilitate the same.
  • Data-Driven: Develop and manage the team KPIs, reports, and dashboards that inform business decisions.
  • Manage customer escalations with respect, efficiency, and understanding of the value of each customer experience.
    • Assist leadership and operational roles in continuous improvement of the onboarding and implementation process and execution.
    • Manage the assignment and scheduling of team members with a focus on efficiency and quality of execution.
    • Be focused on excellence in all aspects of the process, documentation, best practices, and team development
    • Manage the team with employee, department, and company goals in mind.
    • Liaison with other departments such as revenue, marketing, IT, product, and development to integrate processes that align with department and corporate goals.
    • Aid or facilitate the management of internal projects and controls that facilitate the department goals.
    • Recommend best practices and resources that help accelerate process adoption and support department and corporate goals.
    • Be willing to develop a deep functional and technical understanding of Funnel products to ensure the effectiveness of the implementation team.
    • Be willing to occasionally travel to customer sites to help facilitate successful implementation projects.

    Culture and Communication

    • Ability to navigate, influence, and communicate with poise to CxO/VP level and senior technical stakeholders (both internally/externally).
    • Consult with various stakeholders to identify and help Customer Experience and corporate teams drive change management to achieve desired business outcomes.
    • Effectively communicate with employees, management, and vendors positively and professionally.
    • Able to work with autonomy with minimal supervision.
    • Create a culture of continuous improvement and learning.
    • A strong sense of ownership and responsibility. You excel in high-pressure situations and efficiently manage your time.
    • Foster collaboration within the team and across the company.
    • Performs other duties as assigned and modified at the manager's discretion.
    • May be expected to work irregular hours to support dispersed client teams across the United States.

    Education, Work Experience and Certifications

    • High school diploma or GED equivalent is required
      • 2-3 years of relevant project management and SAAS software onboarding/implementation experience
      • 5+ years at a SaaS technology company strongly preferred
      • Project Management Professional (PMP) a plus
      • A successful track record in implementation project management and operational improvement
      • Self-starter mindset, with the ability to learn with hands-on experience
      • Detailed oriented work ethic with a willingness to roll up your sleeves and support complex platform configurations and triaging as needed
      • Proficiency with project management, learning support tools, and professional service applications
      • Experience leveraging data and business analysis to drive decisions
      • Ability to manage and deliver on complex projects with competing and nuanced priorities
      • Leadership and management skills that facilitate happy, productive, and high-performing teams.

      Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

      Travel: <20%

      Equal Employment Opportunity

      Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

      Americans with Disabilities Act

      Employee must be able to perform all essential job functions, with or without reasonable accommodation.

      Job Responsibilities

      The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Funnel may change the specific job duties with or without prior notice based on the needs of the organization.

      Funnel Leasing Inc., is not engaging any staffing firms or recruitment firms in the search or placement of candidates for this role. Furthermore, Funnel Leasing Inc., and associated team members who receive any unsolicited candidates information will not pay any fee or engagement contract as a result of these unsolicited contacts. Interested applicants should apply directly to the position posting for consideration.

      We comply with local state law and will provide salary bands upon request.