Manager, Implementations

Responsibilities

• Own portfolio management of Knock implementations, including intake, prioritization, resource alignment, and delivery across a high-volume pipeline
• Manage backlog health, balancing capacity, timelines, and customer commitments to meet MTTI and activation targets
• Ensure consistent execution across implementations, maintaining high standards for data readiness, configuration accuracy, and on-time delivery
• Lead, coach, and develop a team of implementation ICs to deliver scalable, high-quality outcomes
• Define and enforce standardized processes for onboarding, configuration, and activation of Knock and Lumina AI capabilities
• Monitor and drive key operational metrics, including quality, backlog aging, timelines, and customer satisfaction
• Partner cross-functionally with Product, Engineering, Sales, and Customer Success to resolve complex issues, reduce friction, and improve implementation outcomes
• Identify and drive process improvements and automation opportunities to increase efficiency and scalability
• Serve as the escalation point for high-impact customer and product issues, ensuring timely resolution and clear communication

Requirements

• 3+ years of professional experience consisting of: 2+ years of experience in a customer facing role
• Preferred: Bachelor’s Degree in business, technology, or computer science related field
• Experience leading teams or large projects
• 3+ years of experience in software implementation
• 2+ years of experience with RealPage products, SharePoint and Salesforce.com
• Knowledge/Skills/Abilities Required: Strong customer-facing leadership with ability to build trust, manage expectations, and drive positive outcomes
• Excellent communication skills; able to translate technical concepts for non-technical stakeholders
• Proven ability to lead, coach, and develop high-performing teams in a fast-paced environment
• Background in technology, consulting, or project management with experience managing multiple implementations
• Experience supporting AI-driven capabilities (e.g., Lumina AI), including data readiness and workflow integration
• Strong understanding of data dependencies, integrations, and automation (e.g., Salesforce, DataHub, APIs)
• Understanding of front office workflows (e.g., leasing, marketing, resident engagement) and their impact on customer outcomes
• Ability to drive process improvements and manage competing priorities in a high-volume, deadline-driven environment

Physical Demands and Working Conditions

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear.
• The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word.
• May be required to sit and/or stand for long periods of time.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• May be required to lift or move 10+ pounds.

Pay Range

Pay Range: USD $85,200.00 - USD $145,200.00 /Yr.