Implementation Manager, Mid-Market

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. You may assess unusual circumstances, devise creative solutions based on limited information or precedent, and adapt your approach to resolve issues. You are equally comfortable navigating ambiguity with senior stakeholders as you are getting into the tactical details of a deployment. We’re looking for the perfect blend of a customer service mentality with the ability to drive results.

RESPONSIBILITIES 

• Independently manage complex customer implementations across diverse segments, evaluating identifiable factors to devise tailored solutions and adapt existing approaches as needed
• 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
• Own the implementation strategy end-to-end. Identify root causes of blockers, resolve issues, and suggest variations in approach to accelerate time-to-graduation
• Advise less experienced team members on difficult implementation matters and contribute to the evolution of onboarding processes, playbooks, and best practices
• Work independently with review at critical points, exercising evaluation, judgment, and interpretation to select the right course of action across a portfolio of concurrent projects
• 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 3-5 years experience in a relevant customer success role, or title & escrow industry experience.
• 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
• Comfortable switching between training and troubleshooting
• Strong presentation skills with the ability to keep diverse stakeholder groups engaged during 60-minute working sessions
• Ability to get into the weeds and solve problems independently
• Strong team player but still a self-starter
• Thrives in a fast paced environment and can adjust priorities on the fly
• Technically fluent and curious
• Strong verbal and written 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. 

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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