Implementation Specialist, Senior Living

Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap and TouchTour product lines allow both property owners and prospective residents to better ensure occupancy and drive revenue.
As an Implementation Specialist, you will have the opportunity to uphold these standards while contributing to a fun and energetic company culture. This Implementation Specialist position - specializing in Senior Living accounts - plays a key role in planning, coordinating, and implementing software projects. You will play a critical role in providing exceptional customer service to a diverse clientele, including those with limited technical expertise. You will often encounter challenging situations and complex inquiries, requiring you to maintain patience, empathy, and a calm demeanor while effectively addressing customer concerns. You will also need to consistently demonstrate a high tolerance for client frustration along with a focused commitment to resolving customer issues in a timely and satisfactory manner in order to build solid relationships and foster loyalty.
The position requires industry and product expertise, along with the ability to plan, develop and execute sound project management strategies that meet critical milestones and exceed client expectations.
What you'll do...

• Act as an ambassador for the TouchTour senior living implementation process by being the point of contact for all TouchTour senior living projects
• Ensure the highest quality of work by proofreading content, reviewing design, and testing technology prior to client reviews
• Conduct product review calls with clients and manage content updates post-software launch
• Act as the initial point of escalation for the Support Team on senior living projects, products, and client questions
• Create and maintain project schedules and timelines within project management software to ensure critical milestones are met
• Direct and coordinate the activities of project resources by routing tasks across multiple departments to ensure projects/client requests are executed efficiently and to the highest standard
• Influence internal and client decision-makers to clear project issues and roadblocks
• Develop a comprehensive understanding of the market, industry core trends, and core technologies
• Provide other assistance, as needed, to support the department's multi-family implementation projects to maintain strong, long-lasting, and mutually beneficial relationships with clients
• Play a key advisory role in identifying a client's digital marketing strategy, investigating project alternatives, and determining project approaches
• Conduct live trainings for project stakeholders and users
• Assist clients with daily challenges by being the subject matter expert, providing innovative and scalable solutions, and troubleshooting technical issues.
• Advise developers on new product features based on client feedback

Requirements
What you offer us...

• Bachelor's degree preferred
• 3-5 years of experience in project management
• Drive and passion for generating high levels of client satisfaction
• Strong communication skills
• Extensive experience with managing and problem solving with difficult clients
• Ability to prioritize client / internal stakeholder requests based on severity
• Adept at solving problems and making succinct decisions
• Able to understand new technology platforms and the opportunities/challenges they present, as well as interactive best practices, user experience, and user interface
• Highly proficient with Customer Relationship Management, Content Management, and Project Management Systems

What we offer you...

• Salary Disclosure for Colorado: annual salary of $55,000 - $65,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Various health, dental, and vision insurance plans to choose from
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual reimbursement for learning & growth opportunities through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.