ManageAmerica | Property Management Software

Product Manager

• Focus on understanding customer problems
• Own all aspects of providing compelling, market-based solutions
• Reimagine customer experience and business processes
• Collaborate with functional leaders to contribute to growth

Implementation Specialist

• Manage all aspects of the ManageAmerica implementation projects; including the project kick off, software configuration, go live and training while maintaining project timelines
• Act as the main point of contact for customers before they go live and own all communications with the customer including weekly check in meetings via Teams, ad hoc meetings, emails, etc.
• Manage multiple implementation projects, with various priorities and deadlines at once for different customers
• Work as a consultative partner with your customers to provide guidance on best configuration practices based on their workflows and internal processes
• Maintain up to date project plans, tickets, and other project documentation to ensure project timelines are on track and visible to leadership
• Conduct ongoing training sessions for clients and agencies and internal employees
• Works with Account Management and Customer Support regarding new features and integrations as needed
• Work closely with the product team and other internal teams to provide customer feedback which will help define future enhancements to our products
• Manage new customer’s onboarding, data collection and configuration ensuring successful implementation
• Work closely with cross-functional teams, including Sales, Marketing, Customer Success, and Product, to onboard and support the implementation
• Provide direct assistance to customers for enrollment changes and program issue resolution
• Provide exceptional customer service.

Customer Support

• Initial point of contact for customers seeking assistance through ManageAmerica’s online SupportDesk.
• Know the triage process inside and out, including but not limited to, prioritizing and managing the queue to ensure a timely resolution.
• Attend all team meetings and stand-ups.
• Properly escalate complex issues to higher-level support/SMEs.
• Communicate effectively with other support tiers or departments to facilitate issue resolution.
• Respond to incoming support requests via Salesforce and utilize email and phone when necessary.
• Create and manage support tickets to track and document issues.
• Utilize the knowledge base whenever possible to provide users with relevant information.
• Assist with the knowledgebase articles by ensuring that documentation is up to date and missing content is reported accordingly.
• Keep up to date with new modules and software features as they are deployed.
• Attend and engage in regular meetings.
• Respond to internal and external emails.
• Be prepared to regularly correspond via our Microsoft Teams support channel to communicate in real time with your colleagues.

Product Manager

Implementation Specialist

Customer Support Representative