Implementation Manager

Cove is a leading provider of software solutions to owners and operators across all asset classes of commercial real estate. We are redefining real estate technology by consolidating previously-disconnected functionality and replacing legacy systems in buildings across the country, including Willis Tower—the largest multi-tenant office building in North America. Our team works closely with property managers, landlords, engineers, and tenants to simplify their real estate experience and add value to their assets. Backed by strategic investors (including Blackstone), Cove is a fast-growing startup entering a new phase of growth.

About You

You’ve worked in Implementation/Onboarding or Customer Success at a B2B SaaS company directly supporting clients and leading complex client projects. Your previous companies had complex products with features and enhancements being released on a frequent basis. You directly managed implementation projects for clients and ensured their initial steps in the client journey were positive and impactful. You’ve worked with enterprise clients and have experience relating to multiple personas. You have had exposure to integration projects as part of your previous role(s).

• You are a natural problem solver; taking on challenges directly and ensuring clients are happy in the end.
• You are organized and data-driven; always aware of what’s next on your list and the main priorities for the day.
• You enjoy learning new things and digging into the details on technology and software applications.
• You are customer-centric in all of your activities and interactions.
• You know that customer success is an important part of a business strategy and are ready to collaborate across teams to help us get to our goals.

Responsibilities

• Own client implementations: supporting ~20 clients at a time through our 6-8 week onboarding process, typically meeting with each client weekly.
• Complete implementation and setup steps for each client within our product, including working with our Data Specialist on data translations and migrations.
• Ensure all stakeholders receive proper training on the Cove platform.
• Build relationships with the client to ensure a successful start to their journey with Cove.
• Serve as a member of our growing Customer Success team, contributing to overall strategy and working cross-functionally to align with business goals.

Requirements

• 4+ years of experience in SaaS customer success or implementation position.
• Experience with complex SaaS products used by multiple personas.
• Project management skills and past experience managing complex projects.
• Experience training stakeholders on a SaaS product.
• Able to thrive in a collaborative, fast-paced environment.
• Solution orientation and problem-solving skills.
• Strong verbal and business writing skills.
• Experience using Excel/Google Sheets, Canva, Google Slides/PPT. Advanced skills in Google Sheets or Excel preferred.

Pay

$90,000 - $100,000