Implementation Specialist at CrowdStreet
Portland, OR, US
JOB DESCRIPTION
Founded in 2013, CrowdStreet’s technology solutions provide real estate investment managers (sponsors) a scalable platform for growing and managing a large investor-base. We are transforming real estate investing by creating universally accessible, transparent, and efficient markets. While our competitors are positioning themselves as online versions of institutional funding, we’re the only major provider delivering a comprehensive online funding and investor management solution. CrowdStreet’s platform extends beyond the fundraising of a deal to cultivating and growing lifetime value for the sponsor through building, managing and expanding ongoing investor relationships.

To support our company’s rapid growth, we are hiring an Implementation Specialist to join our Customer Success Team. We’re seeking a teammate who is skilled in leading customer-facing engagements, passionate about delighting customers and excited about joining a high-growth high-energy start-up. As an Implementation Specialist, you will use your project management and prioritization skills, coupled by your technical proficiency with HTML, CSS and data management, to configure and launch our SaaS solution across several simultaneous implementations, provide product training, track project deliverables and establish the foundation for a lasting relationship between CrowdStreet and our new customers.

What You'll Be Doing

The Implementation Specialist works closely with Customer Success Managers (CSMs) to implement white-label (SaaS) investment portals for new and existing customers, train key team members to use the product, and guide customers through the process of launching their new portal to their investment community. When launching a new customer, you’ll begin by using CSS to quickly create a draft investment portal that matches the styling of the customer’s website. You will then participate in a kick-off meeting, led by the CSM, to review the project plan, establish objectives and timelines, assign tasks and demonstrate a first draft of the portal. Following the formal kickoff meeting, you will proactively schedule and run at least one meeting per week with each assigned customer to not only track the status of internal and external deliverables, but actively assist team members to import data, upload documents, create email templates, setup real estate offerings, customize the portal and prepare for launch. You will also schedule and facilitate a monthly check-in meeting with the CSM and the customer’s executive sponsors until the new portal is launched. During the implementation phase, you will be expected to seek ways to improve the customer implementation experience, refine our processes and help write knowledge base articles detailing how to use key features. When the customer is ready to launch, you’ll wrap-up the implementation at a Launch Review Meeting that includes customer stakeholders and the CSM, outline the process for escalating support requests moving forward, and pass the ongoing ownership of the customer relationship back to the CSM.

What We Must Have

2+ years of relevant work experience in customer service, project management, product support or software implementations

Bachelor’s level degree (Additional years of customer service or technical implementation experience will be considered in lieu of a degree)

Experience implementing, configuring and customizing a SaaS application for customers

Proven ability to master the intricacies of a complex SaaS application and lead customer training

Project Management experience balancing the needs of multiple projects concurrently (10+), and the proven ability leading internal and external teams to complete project tasks and track statuses

Familiarity with project management tools such as BaseCamp, Asana or Jira

Excellent online meeting facilitation skills (e.g. set agendas, schedule meetings, run meetings, track deliverables, record new actions, etc.)

Detail oriented personality with an eye for perfection balanced by a desire to get projects finished

Process oriented with an ability to both follow and refine processes, improve project efficiencies, reduce time to completion and enhance the overall customer experience

Product support aptitude and empathy to respond quickly to requests, listen actively to a customer’s problems, ask clarifying questions to fully understand use cases, resolve problems promptly and escalate for assistance when appropriate

Experience defining product enhancements required to address issues and delight customers

Proficient in using Excel for data cleansing, transformation and preparation for import

Highly proficient using HTML and CSS

Not Required, But Nice to Have

Experience implementing, configuring and/or using CRM solutions such as Salesforce.com

Experience implementing, configuring and/or using accounting, ERP, banking, financial or business management solutions

Experience with SQL databases such as Postgres or MySQL

Experience with Javascript and front-end frameworks

Experience with ZenDesk or other support case management solutions

Sales experience identifying and pursuing add-on and cross-sell opportunities

Commercial Real Estate or FinTech experience

Working at CrowdStreet

Located in the heart of downtown Portland just a block from Pioneer Square, CrowdStreet is proud of our cool, open and collaborative environment. Along with great benefits, a fully stocked kitchen and a dog-friendly office, we offer the opportunity to be at the ground floor of a fast-growing startup with fun, smart, customer-driven people transforming the world of real estate investment.

We consider applicants for all positions without regard to race, color, religion, national origin or ancestry, sex, age (40+), disability, veteran status, or any other legally protected status under local, state, or federal law.