Brivo

Implementation Manager, Multifamily

Customer Experience - Lehi, UT - Full Time

Summary:

As an Implementation Manager at Brivo, you will play a critical role in driving the successful deployment and integration of our solutions within our Multifamily customer base. You will oversee all team activities, from project planning through completion, and provide training to new team members while ensuring that all staff maintain up-to-date knowledge on multifamily property requirements. You will work closely with multifamily customers and internal teams to deliver customized solutions, optimize processes, and guarantee operational alignment with Brivo’s platform. You will also be accountable for setting project expectations, demonstrating effective project leadership, and using data-driven insights to analyze Key Performance Indicators (KPIs) to drive continuous improvement.

Responsibilities:

  • Team Leadership & Development
    • Supervise and support the implementation team, ensuring efficient execution of projects. 
    • Training and onboarding new team members, creating learning paths that emphasize industry knowledge and technical skill.
    • Implement continuous development plans to ensure all team members stay knowledgeable and multifamily property requirements, trends, and best practices.
  • Project Management & Execution
    • Lead complex implementation projects from kickoff through final handoff, ensuring timelines and quality of standards are consistently met.
    • Coordinate resources, assign project tasks, and monitor workloads to optimize team productivity and project outcomes.
  • Data Analysis & KPI monitoring
    • Establish, monitor, and analyze KPIs to measure project performance, team efficiency, and client satisfaction.
    • Use data insights to identify areas for improvement, address potential issues proactively, and enhance overall project delivery.
    • Regularly report on performance metrics to senior management
  • Customer Success
    • Act as a point of contact for property managers and customers throughout the implementation process, ensuring a high level of communication, satisfaction, and trust.
    • Continuously evaluate and refine the implementation playbook to streamline workflows and enhance efficiency, ensuring that customer deployments are scalable and repeatable.
  • Strategic Implementation Planning
    • Collaborate with the Multifamily sales team to define and execute robust implementation strategies tailored to individual customer requirements, ensuring seamless alignment with business objectives.

Qualifications: 

  • 3+ years of experience in implementation management, preferably in the multifamily or real estate tech industry, with a deep understanding of customer operational needs and technology stack.
  • Proven track record in leading complex projects from inception through completion, managing multiple stakeholders, and meeting deadlines. PMP or similar certification is a plus.
  • Solid understanding of technical infrastructure, cloud-based platforms, and system integration. Ability to troubleshoot and resolve technical issues in collaboration with engineering teams.
  • Demonstrated ability to anticipate customer needs, adapt solutions to meet those needs, and provide exceptional support during and after the implementation phase.
  • Strong proficiency in using CRM and project management tools (Salesforce, Jira, Asana) to track project success, identify trends, and drive continuous improvements in the implementation process.
  • Outstanding verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical audiences. Proven ability to build strong relationships with clients and internal teams.
  • Ability to work independently in a remote environment while also contributing effectively within cross-functional teams to drive project success.
  • Proactive, innovative mindset focused on improving implementation processes, enhancing customer experience, and ensuring operational excellence.
The compensation package for this full-time position includes a base salary range of $70,000 - $80,000. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location. Learn more at www.brivo.com/about/careers.


About Us

Brivo Systems LLC created the cloud-based access control and smart spaces technology category over 20 years ago and remains the global leader serving commercial real estate, multifamily residential, and large distributed enterprises. The company’s comprehensive product ecosystem and open API provide businesses with powerful digital tools to increase security automation, elevate employee and tenant experience, and improve the safety of all people and assets in the built environment. Brivo’s building access platform is now the digital foundation for the world's largest collection of customer facilities, protecting over 600 million square feet across 60+ countries. Brivo is privately held and headquartered in Bethesda, Maryland, USA. Learn more at www.Brivo.com.

Brivo is an Equal Opportunity/Affirmative Action Employer committed to providing an inclusive work environment. If you require reasonable accommodations during the application or interview process, please contact jobs@brivo.com.

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