Implementation Project Manager

OUR MISSION

The company is on a mission to empower people to automate property access, operations, and security from a single platform. Our products are installed in more than 20,000+ multifamily, commercial, gated communities, and student-housing properties worldwide, including properties developed, owned, and managed by the most trusted names in real estate. Our features are designed for developers, owners, property managers, and tenants and our products lower operating costs and improve tenant satisfaction.

OUR SOLUTION

Developers and owners no longer need to run building wiring or install in-unit hardware. Property managers can grant building access, revoke permissions, and review entry logs from an online dashboard. Residents can open doors from their smartphones, issue visitor access, and see who is trying to enter the building.

OUR CULTURE & VALUES

Fantastic people are the key to our success. As a distributed, primarily remote workforce, we’re looking for more intelligent, passionate, collaborative, ai-forward, and down-to-earth individuals to join our growing team. We’re driven by a shared commitment to excellence and innovation, grounded in our core values: We delight our customers, We take ownership, We are a community of collaborators, We speak up, We think big and do small, and We are tenacious.

ROLE OVERVIEW

We are looking for a self-motivated Project Manager to ensure that key aspects of the client implementation process are completed in a timely and accurate manner. In this role, you will be responsible for coordinating hardware installation and software implementation projects from the start of a new customer signed contract through the final completion. Your goal is to ensure that each project is completed on schedule, that the quality meets all standards, that the projected profit levels are maintained or improved, and that the customer is completely satisfied.

The IPM is the customer's primary project contact and coordinates the people, dates, decisions, and dependencies needed to put the contracted solution into service. and transition to Client Success. Please note this role requires ability to follow up with customers via phone when email is not driving a project forward.

RESPONSIBILITIES

• Serve as the primary point of contact for customers and installers throughout the implementation process

• Proactively contact customers, installers, and other project stakeholders by phone when email follow-ups are not moving a project forward

• Define actionable next steps for customers while involving, aligning and managing relevant stakeholders across teams

• Validate deal data with customers to ensure accurate details to set up the project

• Maintain implementation project tracking record - update and track project details, status, requests, change orders, payment details on an ongoing basis leveraging our CRM system

• Forecast project completion timeframes

• Prioritize work queues to ensure projects and communications are progressing

• Coordinate hardware installation process and software implementation, including working with internal and external installers, sales teams, CSMs and customers

• Manage schedules, activities, and communications with customers and installers

• Coordinate invoicing requests and validate billing/payment inquiries

• Communicate with internal departments (client success managers, technical teams, finance, and sales teams) and our customer to ensure a smooth and positive client service experience

• Stay informed on inventory and tracking of materials needed for projects

• Liaise between Sales and Client Success teams to facilitate successful project handoffs

REQUIREMENTS

• 1-2 years of relevant work experience in a customer-facing role in project management, customer success or support, or as a project coordinator

• Demonstrated experience communicating directly with customers by phone

• Comfortable initiating outbound customer calls

• Bachelor Degree qualified or equivalent work experience

• Demonstrate a high level of accountability for your work

• Exceptional documentation and communication skills

• Proven track record of delivering results and working towards targets

• Prior experience working with email platforms and SFDC

• Proven experience with leveraging AI tools in both professional and personal settings. The company is an AI-forward organization and the ability to optimize efficiency using AI is crucial in every role.

COMPENSATION

The expected base salary range for this position is $70,000-$82,000. Actual compensation will depend on factors including budget, skills, experience, location, and internal equity. This position may also be eligible for bonuses, equity, or other forms of compensation, where applicable.

BENEFITS

• Comprehensive Medical, Dental and Vision plans (the company covers 80% of the cost) starting day 1

• 401(k) plan with a match

• 10 paid holidays, 20 vacation days, 5 sick days, 3 floating holidays

• Basic Life and Accidental Death and Dismemberment Insurance (the company covers 100% of the cost)

• Short and Long Term Disability (the company covers 100% of the cost)

• Paid Family Leave

• Employee Assistance Program

• Quarterly self-care stipends

• Access to optional benefits including pre-tax flexible healthcare spending accounts (FSA and HSA), Dependent Care FSA, and Commuter Benefits, as well as optional Supplemental Life, AD&D, Hospital Indemnity, Legal, Accident, Critical Illness, Pet, and Personal Liability Insurance

• And more!

The company is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. You must have the authorization to work in the US to become an employee. We strive to create an accessible and inclusive experience for all candidates and employees. If you need reasonable accommodations during the application or the recruiting process, please let our recruiting team know.