Implementation Specialist

We're Changing the Rentals Industry

We're a profitable, growth-stage company building industry-leading martech and data SaaS products for the rentals industry. While originally known for building and operating one of the U.S.'s largest rental marketplaces - Rentable, we recently launched a martech product and a competitive intelligence software - ApartmentIQ, both with high growth rates.

We're a 100% remote team of 90 spread across the U.S. from coast to coast. We operate on a strict no a**holes policy and are proud to have built a community of highly performant people that take our work seriously, but not ourselves.

While we've raised $30MM+ to date from some of the world's best investors, we're profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital.

If you like the idea of joining an industry-changing company made up of people who genuinely like each other, Rentable could be a great fit for you.

The Role

As an Implementation Specialist, you will play a pivotal role in ensuring the successful onboarding of our new and expanding clients. Your responsibilities will include working closely with clients to understand their specific requirements, overseeing the implementation process, and providing continual support throughout the customer lifecycle. This role demands a combination of technical expertise, effective communication, empathy, and a customer-centric approach to ensure seamless implementation and customer satisfaction.

Responsibilities:

• Provide exceptional customer service through various channels, including email, chat, and phone, addressing inquiries and resolving issues promptly and professionally
• Manage and prioritize multiple customer implementations at various stages with varying deadlines
• Assist customers in navigating and troubleshooting dashboard-related problems and guiding them through step-by-step solutions
• Document and track customer interactions in Salesforce, ensuring accurate and detailed records of each customer's implementation and support history
• Collaborate with cross-functional teams to escalate and resolve complex issues that may require additional technical expertise
• Identify and report recurring customer issues to contribute to continuous improvement efforts in product development and customer support processes
• Participate in ongoing training sessions to enhance technical and soft skills required for effective implementation and customer support
• Collaborate with the product development team by providing insights from customer interactions to contribute to the improvement of product functionality and usability
• Meet or exceed individual and team performance metrics, such as time to go live, response time, resolution time, and customer satisfaction scores
• Maintain a positive and empathetic attitude towards customers, ensuring a high level of customer satisfaction and retention
  
  

Qualifications:

• 1+ year of experience in an implementation or support role
• Passionate about customer service and how it can transform businesses
• Detail-oriented and enjoy working in a task-oriented environment (tickets, projects, etc.)
• Strong empathy for customers
• Strong interpersonal/customer relations skills
• Self-motivated with great time management skills
• Work well under pressure, thrive in a fast-paced environment, and stay flexible through growth and change
• Proactive, positive, self-starter, and team player
• Experience with Salesforce
  
  

Why Rentable:

• 100% remote workplace
• Competitive Compensation
• Stock Options
• Open Vacation Policy (you take vacation whenever you want)
• Medical, Dental, and Vision Insurance
• 100% paid Short-Term Disability, Long-Term Disability, and Life Insurance program
• 401k Program
• No A**hole policy
  
  

If you need assistance and/or a reasonable accommodation in the application or recruiting process, please contact your recruiter.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.