Implement Specialist I

RealPage, Inc.; Pasig; On-site; PHP 400,000 - 800,000; Full time

Job summary

RealPage, Inc. is seeking an Implementation Specialist I in the Philippines to coordinate onboarding and training for Smart Building solutions, including Smart Access/Device and Smart WiFi. You will partner with property staff during ownership changes to onboard new customers to their deployed systems.

Your role includes ensuring timely onboarding, conducting on-demand training, and supporting renewals by monitoring customer health and satisfaction to drive successful deployments.

Qualifications

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• At least 1-2 years’ experience in in customer service and implementation.

Responsibilities

• Coordinate onboarding and training for Smart Building solutions and onboarding for new customers.
• Identify and analyze customer support needs and resolve or refer them accordingly.
• Engage with customers undergoing PMC changes to ensure a seamless transition of services.
• Maintain records of data and communications for training/onboarding/PMC changes.
• Notify project managers of discrepancies or data gaps that may delay implementation.
• Manage multiple client implementations concurrently.
• Maintain knowledge of STRATIS, Chirp Management, and related systems.
• Conduct on-demand training and product demonstrations with customers.
• Advise properties on best practices to maximize use of Smart Building Solutions.
• Assist with workflow/process revisions and enhancements.

Skills

Customer service

Implementation

Training

Onboarding

Project management

Communication

Time management

Education

Bachelor’s degree or equivalent

Tools

STRATIS

Chirp Management

Whitesky Ground Control

STRATIS Mobile

Salesforce CRM

Job description

Overview

Implementation Specialist I

• Responsible for transitioning properties from Project Management to Operations (Support) by coordinating training and customer onboarding for Smart Building solutions, including Smart Access/Device and Smart WiFi.
• Work with property staff during management and ownership changes to onboard new customers to their deployed Smart Building software and systems.
• Support renewals by performing customer health checks and ensuring customer satisfaction prior to contract renewals.

Responsibilities

• 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

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• At least 1-2 years’ experience in in customer service and implementation.

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 elevate 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.