Remote | Full-Time
Implementation Specialist
Starting at $50,000
At Repli, the Implementation Specialist role is critical to the success of the Sales & Customer Success teams. The successful candidate will have exceptional customer service skills, great attention to detail, and critical thinking skills. Responsibilities include partnering with Sales, Customer Success, and other internal teams to ensure the successful implementation of new customers as well as expansion of services with existing customers. The Implementation Specialist will conduct a Kick-off call in tandem with Sales for new customers to assist in the transition from Sales to Implementation & Customer Success. They will also manage implementation tickets in Hubspot & Monday.com, maintain accurate account information, and evaluate the existing processes to provide constructive feedback and suggestions to the Head of Customer Experience.
Our customers must continue to receive meaningful value from our services and, as such, continual advocacy during the implementation process. Ensuring customer satisfaction will play an integral role in this position. A successful Implementation Specialist is detailed, extremely organized, and enjoys being Customer facing.
Lastly, you’re analytical with a high EQ and customer satisfaction mindset. The Implementation Specialist reports to the Head of Customer Experience.
Primary Initiatives
- Successful Customer Implementation & Adoption of Services
- SLA of 90% of services launched within 72 hrs of targeted Go-Live date
- Customer Relationship Management
- Customer Happiness & Positive Ongoing Customer Experience
💣 responsibilities.
4 Primary Responsibility Functions
- Industry and product knowledge. MultiHub, Integration Partners, & Resources for Customers
- Understanding customer success & influencing outcomes
- Delivering value and ensuring the best customer implementation experience
- Partner with internal teams to advocate for our customers.
🏴 required skills.
- Extremely well organized with excellent time management
- Customer onboarding, support, adoption, advocacy, retention, and creating up-sell opportunity
- Manage client listening points through surveys, Executive Sponsor sync calls, exit surveys, etc
- Provide as much value to customers as possible based on the progress of their onboarding and implementation
- Fully leverage Hubspot & Monday.com functionality to enable subscriptions in a timely manner with exceptional accuracy
- Work closely with Sales & Customer Success teams to answer questions and help with issues during implementation
- Apply critical thinking skills to identify internal errors, and troubleshoot customer implementation issues
- Maintain accurate account information to assist in reporting and process management
- Monitor the Monday.com Onboarding boards, corresponding support tickets, and work with internal teams to onboard customers efficiently & timely
- Become a Repli product Subject Matter Expert for Repli Websites, SEO & ADS products
- Manage internal support requests related to onboarding & implementation
✊ education and experience.
- Experience in Customer Service or Customer Experience
- 1+ years of hands-on Digital Marketing experience
- Nice to have: knowledge of or experience in managing digital marketing campaigns related to SEM, SEO, & Social Media.
- Account Management and Customer Success experience is a huge plus
- 1+ years of experience with Website Support, Sales, or Development
- Experience in SaaS industry is a plus
- Experience in Property Management industry is a plus, not required
- Strong relationship-building skills, supported by strategic consulting skills & technical curiosity
- Highly dependable, self-starter, high energy, positive attitude with good organization, and time management skills
- A demonstrated history of excellent written and verbal executive communication
- The ability to thrive in changing environments and a passion for strengthening client-agency relationships
- Experience with digital marketing tools
🔥 compensation & benefits.
Salary & Compensation
- Base Salary - Starting at $50,000.00
- Annual Bonus up to 10% of Base Salary = $5,000.00
Benefits & Time Off
- Remote/Hybrid Opportunity
- Vacation: 10 Days - given up-front on start date
- +5 Days of PTO granted each year, starting on your first anniversary
- Floating Holiday: 2 Days
- Mental Health & Sick Days: 5 Days
- 401K Match Program, Health Benefits, Profit Sharing, PTO, Work from Home, Mental Health Days
- Eligible to participate in Profit Sharing Plan
Your number of shares are calculated based on Role & Number of years you have been with the company
⚡️ about repli.
REPLI is a full-service property tech company that develops custom software solutions for multifamily organizations while also offering on-demand marketing services handled by our in-house agency team. Essentially a one-stop-shop for multifamily apartment marketing.
We’ve created an award-winning culture that you’d be proud to join. We’ve won Best and Brightest Places to Work in Atlanta, Best and Brightest Places in the Nation, 2021-2023 Best Places to Work Multifamily, and 2020 and 2023 NAA Best Places to Work.
REPLI is an equal opportunity employer to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, leaves of absence, compensation, and training.
