Implementation Manager

About Us We’re on a mission to unlock the transformative power of physical spaces for connection, community, and commerce. We achieve this by becoming the standard intelligent operating system that empowers corporate real estate teams with data that is correct, current, and complete. Real estate is often a company’s second-biggest expense, yet most real estate and finance teams still manage leases with outdated tools or spreadsheets. Occupier was created to change that. We’re building the future of lease management, eliminating manual work, automating compliance, and giving both real estate and finance teams real-time insights to power smarter decisions. We’re not your typical startup. We’re a community of builders, tinkerers, and experimenters backed by Unbundled Capital who have a proven track-record of picking winners. Our product is best-in-class, as is our internal tech stack and the team driving it. We’re developing a market-leading, AI-enabled, Go-to-Market function that works cross-functionally in pursuit of our ambitious goals. If you’re a customer-obsessed builder looking for a challenging and rewarding opportunity to develop real marketable skill as a key member of a tech startup, this role may be for you. About the Role As a founding Implementation Manager you will play a critical role in bringing our company strategy to life. We believe providing customers with data assurance and trust is among our most crucial responsibilities and see “world-class activation” as a requirement in our continued success. Many SaaS companies treat Implementation as an afterthought; we see it as a strategic enabler. In this role you will be responsible for the entire customer onboarding lifecycle, from presales through to go-live and initial adoption. You’ll own scoping, contracting, enablement, configuration, data migration, and project management; leading customers to transition from homegrown and legacy solutions into Occupier. You’ll partner with Product Management, CSMs, and Leadership to evolve the program over time, leveraging emerging tech to reduce implementation effort and duration while improving quality and adoption. You’ll have a voice, allowing you to leverage your “front-seat-view” to help us spot friction, capitalize on trends, and deliver Your Responsibilities Presales (5%) Partner with Account Executives and Solution Consultants to assess prospective needs; confirming fit and making specific recommendations for scope of work, implementation plans, and key success criteria Capture and define onboarding requirements and stakeholder responsibilities in presentations and Statements of work (SOWs), where applicable Serve as the bridge between “presales” and “post-sales”; ensuring a smooth transition into onboarding such that commitments made during the sales process carry through to a successful implementation Implementation (75%) Act as the primary point of contact for new customers, proactively leading them through our onboarding methodology in a manner that encourages data accuracy, end-user adoption, and customer advocacy Design and execute tailored project plans adapted to customer complexity and key stakeholders, keeping projects moving forward to achieve target activation timelines Direct the ingestion of lease documentation and portfolio details while orchestrating AI-enabled abstraction and data migrations to verify key provisions, schedules, and financial terms for precision Partner with 3rd parties to oversee “human-in-the-loop” lease abstraction and QA, where required Configure accounts; including custom fields, critical date notifications, access permissions, reporting, etc. to fit each customer’s requirements Conduct interactive enablement sessions for corporate real estate stakeholders, empowering them to take full advantage of our rapidly evolving technology Deliver transparent, routine activation health metrics to internal leadership, CSMs, and customer sponsors, identifying risks and developing mitigations early to maintain momentum Continuous improvement (20%) Monitor operational KPIs to identify gaps and help to close them; develop and refine standardized onboarding processes, policies, and best practices that support Occupier's continued growth Partner with Sales, Customer Success, and Solution Consulting to improve cross-functional processes in a manner that reduces manual effort over time while improving service quality and customer experience Partner with Product Management; support the ongoing development of tooling to improve the onboarding process for new customers into Lease Administration, Accounting, and Deal Management Who you Are To be successful in this role, you’ll need to have: Experience: 3+ years experience in a customer-facing role leading SaaS implementations; specific experience in CRE/proptech/accounting is considered an asset High capacity: you hate to be bored and have worked in a fast-paced environment that required you to be proactive (driving your customers forward v having them drive you) High attention to detail: you care deeply about precision and have previously improved processes that increase quality in your deliverables Technical acumen: You are comfortable learning new technologies quickly and can explain technical concepts to non-technical stakeholders Team Player: You thrive in a collaborative environment and prioritize team wins over individual success Bonus Points: Experience with HubSpot, Intercom, data translations, quality assurance, partnering with 3rd parties to deliver projects Why join us? Impact: You'll have a direct and significant impact on our company's growth and the success of our customers. Growth: We're a fast-growing company, which means lots of opportunities for professional development and career advancement. Culture: We have a supportive, collaborative, and fun work environment where your voice is heard and valued. Compensation: Competitive salary, equity, and a comprehensive benefits package. Perks: Work from anywhere in NA! Occupier is a Remote-first company with hubs in Toronto and Boston