Implementation Manager facilitating customer implementations on AI - powered reputation management platform. Managing project delivery and customer success through effective communication and best practices.
About the role
- Implementation Consultant managing software implementation projects in fast-paced environment for mortgage technology firm. Guiding customers through multi-stakeholder rollouts and complex configurations.
Responsibilities
- Act as a subject matter expert (SME) on our Product & Pricing Engine, providing advanced configuration and LOS mapping guidance on complex use cases
- Serve as an escalation point for Implementation Consultants and implementing customers, resolving technical and workflow challenges
- Lead discovery and solution design sessions on pricing and loan data, mapping and translations, and data workflows
- Collaborate with Product and Engineering to surface customer needs and influence roadmap priorities
- Develop and maintain advanced playbooks, guides, and configuration standards for team-wide use
- Mentor teammates and support training to strengthen collective expertise
- Identify systemic risks or gaps in implementations and drive scalable solution
- Serve as a trusted advisor to customers, guiding them through platform capabilities, best practices, and strategic configurations aligned with their business needs
- Identify and resolve roadblocks quickly, using data and insights to communicate risks, surface tradeoffs, and mitigate issues
- Create and maintain implementation assets (templates, documentation, best practice guides) that support scalability
Requirements
- 5+ years of experience leading software implementations and managing enterprise or high-complexity customers
- Expertise with project management tools and systems (e.g., Google Workspace, Jira, Confluence, project tracking software)
- Experience with mortgage software/system implementations
- Comfort with technical systems and configuration- willing and able to quickly learn new tools and products
- A passion for customer success, problem solving, and proactive risk mitigation
- Excellent communication skills across technical and non-technical audiences
- Ability to influence stakeholders and guide customers through change
- Has admin-level experience in Encompass or similar LOS (e.g., field configuration, input forms, business rules, custom objects)
- Has mapped data between an LOS and at least one third-party system (e.g., PPE, POS, CRM)
- Understanding of data fields required for pricing
- Familiar with troubleshooting data discrepancies
- Has resolved field-level mismatches or validation errors in a production implementation
- Preferred: Project management skills to support structured approach to data mapping efforts in implementation
- Preferred: Prior experience mentoring or coaching other implementation consultants
Benefits
- Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
- Comprehensive Health Coverage: Employees enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind.
- Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.
- Hybrid Workplace with Innovation at the Core: Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco, driving forward-thinking solutions and fostering teamwork.
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