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Implement Specialist I

icon building Company : Realpage
icon briefcase Job Type : Full Time

Number of Applicants

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Job Description - Implement Specialist I






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 escalate 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.




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