The Key Account Implementation Manager plays a critical role in supporting the upgrade of larger, strategic customers from our legacy software version to the new web-based platform. This position focuses on providing personalized, hands-on assistance to ensure a smooth transition, serving as a key resource for customers and internal teams throughout the upgrade process.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
- Assist strategic customers in planning and executing their software upgrade.
- Collaborate with customers to understand their unique needs and tailor the upgrade process accordingly.
- Provide clear, consistent communication and guidance throughout the upgrade process.
- Coordinate with internal teams to facilitate data migration, system configuration, and user training.
- Monitor upgrade progress, identify potential roadblocks, and escalate issues as needed.
- Document and share insights and lessons learned from upgrade projects to improve processes.
- Deliver exceptional customer experiences by proactively addressing concerns and ensuring satisfaction.
QUALIFICATIONS:
- EDUCATION: Associate or bachelor's degree in information technology, computer science, or business management, or equivalent
- EXPERIENCE: 1-3 years of experience in client services, project management, training, or consulting
WHAT DO YOU NEED:
- Experience in customer support, project coordination, or software implementation, preferably in a SaaS environment.
- Direct experience in the software/services solutions market, preferably within the real estate industry.
- Strong problem-solving and communication skills with a customer-first mindset.
- Highly organized with an eye for detail and the ability to manage multiple projects simultaneously.
- Familiarity with software upgrades or migrations is a plus.
- Ability to work collaboratively across teams in a fast-paced setting.
