Onboard - Implementation Manager

"When you join Onboard, you’re joining a team that’s transforming how essential connectivity services are delivered, managed, and supported across the real estate industry. As part of the Conservice family—the nation’s leading utility management provider—we’re backed by the strength, resources, and stability of an industry leader. That means more opportunities, more support, and a future you can build right here at home with the Onboard team you know and trust. Beyond your core responsibilities, you’ll play a critical role in helping our clients and partners fully realize the value of Onboard’s solutions. Whether you’re working behind the scenes or on the front lines, your contributions will help streamline operations, drive performance, and deliver a better experience for the residents and teams we support. Collaboration, innovation, and a commitment to service are key to success in every role at Onboard."

Core Objectives

● Welcome new customers and properties to Onboard by facilitating a timely kick off

● Manage customer expectations such that actions needed are clear and success (ROI) is obvious to our portfolio stakeholders

● Be able to project-manage multiple rollouts of new tech amenities to multi-family residential properties, and respond to or facilitate customer inquiries in a timely manner

● Update stakeholders including owners, providers, internal resources and vendors as necessary on project status and challenges

● Be an expert in Onboard product, services, customer personas, and our industry (proptech), so you can align customer’s business needs and goals to generate renewal quotes

● Review marketing materials for accuracy and consistency

● Work with Customer Marketing & Operations folks to send resident communications at various milestones of the implementation process

● Execute with exceptional attention to detail, including taking a data-driven approach to financial projections and strategic recommendations

● Meet or exceed core CS KPI’s, including but not limited to first time to value, days toproject completion, onboarding satisfaction, and other metrics as process evolves

● Maintain accurate account records, a clean project roster, notes, reports, and the like

Compensation & Benefits:

● Competitive salary and bonus

● Health, dental, vision, and HSA

● 401(k) with company match

● Basic life & AD&D coverage

● PTO in accordance with the company’s current PTO plan

● Holiday pay in accordance with the company’s current paid holiday schedule

Qualifications

● Prior experience with customer success, customer support, project management, or education

● Proficiency with spreadsheets, audits, and other financial performance basics (xls,csv,etc)

● Exceptional organizational and professional communication skills

● Motivated, driven and results-oriented

● Posses competency in: Agility, Empathy, Curiosity, Proactive Problem-solving, Tech