Implementation Manager, SMB

Qualia; United States; Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) program

Commuter benefits

Parental leave

Flexible time off

Job summary

Qualia, based in Austin, TX, is seeking a customer-focused professional to lead the first 50–90 days of customer deployments. You’ll be the primary point of contact, guide implementations to graduation, and map out the rollout plan to ensure customers stay on schedule and realize value from Qualia.

This role blends service mindset with results-driven execution. You’ll become a Qualia software expert, configure deployments, collaborate with customer GMs and CSMs, and drive high satisfaction as

Qualifications

• 2-3 years of experience in a customer-facing role.
• Good listening to understand customer needs and articulate Qualia's value.
• Ambitious, enthusiastic, tenacious with a track record of delivering tasks.
• Salesforce or other CRM/PM tools preferred.
• Ability to dive into details and solve problems independently.
• Strong team player who can also work autonomously.
• Thrives in multitasking and changing priorities.
• Technically fluent and curious.
• Excellent cross-department communication.

Responsibilities

• Manage a high-volume customer load during the critical onboarding phase.
• Become a Qualia software expert to configure deployments per company structure.
• Collaborate with customer GMs and CSMs to align on goals and ROI.
• Graduate customers from implementation with high satisfaction.
• Serve as quarterback to ensure stakeholder needs are met.

Skills

Customer-facing experience

CRM tools

Strong communication

Self-starter

Tools

Salesforce

Job description

At Qualia, we’ve built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU’LL WORK ON

You are responsible for delighting our customers with exemplary customer support and technical expertise, specifically during the first 50-90 days of their customer journey. During this sensitive time, you’ll serve as their main point of contact and drive the implementation to graduation. You’ll provide a roadmap of the implementation period to customers, ensure they stick to the required schedule, and ultimately complete their transition to Qualia. We’re looking for the perfect blend of a customer service mentality with the ability to drive results.

RESPONSIBILITIES

• Manage a high volume of customers during the most sensitive period of the customer journey
• Become a Qualia software expert in order to help your customers configure their deployments based on their company structure
• Work closely with your customers’ GMs and CSMs to align on strategic goals, and show customers the ROI with transitioning to Qualia
• Graduate customers from their implementation period quickly with high satisfaction
• Serve as the “quarterback” during the implementation period to ensure all stakeholders’ needs are being met

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• At least 2-3 years experience in a relevant customer-facing role
• Good listener who can understand customer needs and communicate Qualia’s value proposition
• Ambitious, enthusiastic, tenacious, and a top-performer with a track record of consistently executing on tasks and projects
• Experience with Salesforce or other CRM/Project Management tools preferred
• Ability to get into the weeds and solve problems independently
• Strong team player, but still a self-starter
• Thrive in a multi-tasking environment and can adjust priorities on the fly
• Technically fluent and curious
• Strong communication skills interdepartmentally and with customers

While this role is based in Austin, Texas, we’re open to exploring remote possibilities for candidates with relevant title industry experience. We have other physical office locations in San Francisco, California, and Concord, New Hampshire.

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems—and we’re growing quickly. In order to continue building an engaging and dynamic organization, we’re committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

By submitting your application, you acknowledge and agree to the collection, processing, and use of your personal information as described in our Employee Data Privacy Notice.

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