Implementation Specialist

Repli is a company focused on customer success and implementation services. The Implementation Specialist role is crucial for ensuring successful implementation and customer satisfaction, requiring exceptional customer service skills and attention to detail.

Responsibilities

• 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
• 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

Skills

• Multifamily experience is highly recommended
• Exceptional customer service skills
• Great attention to detail
• Critical thinking skills
• Ability to partner with Sales, Customer Success, and other internal teams
• Conduct a Kick-off call in tandem with Sales for new customers
• Manage implementation tickets in internal systems
• Maintain accurate account information
• Evaluate existing processes to provide constructive feedback
• Ensure customer satisfaction
• Detailed and extremely organized
• Enjoy being customer facing
• Analytical with a high EQ and customer satisfaction mindset
• Experience in Customer Service or Customer Experience
• 1+ years of hands-on Digital Marketing experience
• 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

Benefits

• Remote/Hybrid Opportunity
• Vacation: 17 Days - given up-front on start date
• +5 Days of PTO granted each year, starting on your first anniversary
• 401K Match Program
• Health Benefits
• Profit Sharing
• PTO
• Work from Home
• 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

Company Overview