Implementation Manager

Buildout is a family of CRE software products and services that help the best brokers to find, win, market, and transact properties to maximize their deal efforts and maximize wins. Our core belief is that successful commercial real estate is broker-led, but tech-enabled. That we play a critical role in maximizing the brokers time to focus on what they do best. As a result, Buildout has become the not-so-secret weapon for more than 150,000+ brokers and investors. Ultimately, we exist to serve the entire CRE industry and because of that unwavering focus, all the best brokers use Buildout. Learn more about who we are, what we do, and why we’re changing the face of CRE tech on our website: https://buildout.com/. 

The Implementation team at Buildout is responsible for the direction, coordination and implementation of our customer onboarding process. As a member of the team, you’ll act as the primary point of contact for your set of single-seat customers post-sale, guiding them through the initial project kick-off to a successful graduation, and setting them up for long-term success with one or more of our highest-value products, including our Rethink CRM product to start. You should be driven to help customers and have the curiosity to dive deep into an ever-changing product suite to learn it inside and out. Providing a Buildout Quality customer experience requires patience, empathy, and a growth mindset.

• Proactively guide customers through their Buildout onboarding process, from project kick-off to successful graduation, ensuring a smooth transition between steps

• Define project scope, goals and deliverables to ensure alignment with your customer and manage an efficient and timely setup

• Establish ongoing communication with customers during their onboarding to train them how to utilize the product, and have technical discussions on how we can implement their business workflows or data into Buildout

• Monitor customers’ progress during their setup to ensure their project stays on track and get creative with ways to course correct as needed

• Work closely with internal teams including Sales, Account Management, and Visual Design teams to set the right expectations, resolve issues, and ensure customers are happy with their account configuration

• Support the sale of customization by identifying when the customer has needs that require work from our customization schedule and pull in the sales rep to support with pricing and contracting

• Work alongside our Product team to give feedback directly from the customers about the product and to QA new features

• Be the “voice of the customer”, contribute to enhancing our product training, and be willing to pivot and try new processes when something isn’t working

• Become proficient in the ins-and-outs of all supported products to deliver a holistic end-to-end customer experience that keeps them raving about Buildout and coming back for more

• 2+ years experience in a customer-facing role like customer success, support, or sales, ideally within a B2B SaaS organization

• Experience in customer onboarding, implementation, or training is strongly preferred

• Salesforce experience strongly preferred

• Strong project management and organization skills with the ability to manage a full pipeline of customers across the onboarding lifecycle  

• Curiosity and initiative to learn technical products deeply and translate that knowledge into simple training methods for our customers

• Excitement about embracing change and contributing new ideas in a collaborative team environment

• Passionate about dazzling your customers and providing an exemplary customer experience

• Bonus points: experience with Planhat, Jira, Loom and/or other LMS tools

• Experience working in the Commercial Real Estate (CRE) industry a plus, but not required

We know there are great candidates who won’t check all of these boxes, and we also know you might bring important skills that we haven’t considered. If that’s you, don’t hesitate to apply and tell us about yourself.

Location: We are HQ’d in Chicago, but operate fully remotely. As such, this is a remote role open across most of the US.

Compensation: The targeted compensation range for this position is $55,000 - $65,000 based on experience.

Reporting To: Jason Loeffler, Sr. Manager of Implementation

This program includes:

• Impactful insurance and benefit options, including 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD,  life insurance, and telemedicine, and a wellness benefit of $400/year.

• Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days

• 401(k) with 4% company match and immediate vesting

• A fully remote work culture with a monthly remote work reimbursement ($600/year) to support our distributed team and an annual, in-person company kickoff

• Challenging problems to solve with a committed and supportive team who are invested in your growth and development

• A wonderfully quirky culture where you’re encouraged to bring your whole self to work

Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information and we will consider your request. 

Below, you will be asked to complete identity information for the Equal Employment Opportunity Commission (EEOC). It is required by law that we ask these questions using the format provided by the EEOC. However, we want you to know that at Buildout, we understand that gender is not binary and welcome people of all identities.

For more information about our privacy practices please visit our Privacy Policy. By submitting your application, California residents consent to Buildout processing your personal information for the purpose of assessing your candidacy for this position in accordance of our Privacy Notice for Prospective California Employees.

Compensation Range: $55K - $65K