Implementation Specialist 2

Overview

The Implementation Specialist II coordinates Smart Building property transitions from implementation to operations. The role delivers product demonstrations, tracks onboarding issues and handoffs, maintains accurate case records, and supports portfolio health checks ahead of renewals.

Responsibilities

PRIMARY RESPONSIBILITIES

• Coordinate property transitions from Project Management to Operations/Support using established handoff procedures. Confirm required customer and property information, training, support contacts, and open issues are documented; track gaps to resolution and communicate status to customers and internal stakeholders.
• Ensure onboarding assignments are accurately accomplished as scheduled each week.
• Identify and analyze customer support needs for assigned properties and resolve or refer them accordingly.
• Promptly engage with customers undergoing Property Management/Ownership Company (PMC) changes to ensure a seamless transition of their Smart Building services.
• Maintain accurate records of all data and communication received for each Training, Onboarding, or PMC change case.
• Notify Project Managers of any discrepancies, missing data or system defects that might delay the implementation process.
• Manage multiple client implementations simultaneously.
• Maintain working knowledge of Smart Building software, including STRATIS and Chirp Management web applications, STRATIS Mobile application, Whitesky Ground Control, and other system integrations.
• Conduct on-demand training/product demonstrations with customers as part of the onboarding process.
• Advise properties on best practices and share knowledge to encourage their full use of Smart Building Solutions.
• Identify and assist development with revision and enhancements to workflows, scripts and processes.
• Maintain knowledge of departmental processes and procedures.
• Ensure appropriate hand-offs and communication with all stakeholders including other departments and functions.
• Ensure client satisfaction and retention through timely solution delivery.
• Assists the department with assigned projects on an as needed basis.
• Understand the processes surrounding RealPage Products and how those products integrate with other solutions.
• May be required to perform other duties as assigned.

Qualifications

QUALIFICATIONS

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• At least 4 years’ experience in customer service and implementation.
• Experience with product demonstration and/or customer training.
• Minimum 1-2 years’ experience in SaaS; Project management experience a plus.

KNOWLEDGE/SKILLS/ABILITIES

• Excellent verbal and written communication and interpersonal skills required.
• Previous experience presenting and/or training complex information to a variety of audiences required.
• Ability to learn and utilize new procedures and processes quickly.
• Intermediate to advanced knowledge of MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint. Familiarity with
• Patience and overall courteous behavior when working with internal and external customers.
• Ability to work in a collaborative and flexible team environment.
• Able to successfully prioritize, multitask and manage time effectively so that deadlines can be met.
• High level of organizational skills.
• Ability to work after regular business hours as needed to guarantee deliverables are met.
• Ability to recognize and escalate issues and risks to your leaders.
• Ability to work discretely with confidential information.
• Basic knowledge on Salesforce CRM (Customer Relationship Management) platform.
• Proven project and time management skills with ability to thrive in a fast-paced, team environment and handle multiple tasks simultaneously
• Set priorities, develop an action plan, monitor progress towards goals and track details/data/information/activities as directed.
• Leverage customer’s perspective to drive priorities and decisions that meet customers’ and own organization’s needs
• Detailed and process oriented; with ability to work on both strategic and tactical initiatives.
• Proven ability to quickly build rapport and credibility with multiple stakeholders across the organization at every level.
• Ability to adapt to change and work well in a dynamic environment.

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.