Team Lead III, Mixed Use

Overview

The Team Leader III leads, coaches, and develops a team of Implementation Consultants to consistently deliver successful customer onboarding and implementation experiences.

The role is responsible for driving individual and team performance through coaching, quality management, onboarding, mentoring, workforce planning, operational support, and continuous process improvement. This position serves as a trusted advisor to both team members and business partners, ensuring operational consistency while fostering a culture of accountability, collaboration, and continuous improvement.

Responsibilities

A. Team Leadership & People Development

• Lead, coach, mentor, and develop a team of Implementation Consultants to achieve performance, productivity, customer satisfaction, and quality objectives.
• Conduct regular one-on-one coaching sessions, performance discussions, career development conversations, and action planning.
• Provide timely coaching based on observed customer interactions, implementation performance, and quality assessments.
• Foster employee engagement, accountability, collaboration, and a customer-centric culture.
• Participate in workforce planning and resource allocation to meet business demands.
• Support performance management activities, including recognition, documentation, corrective coaching, and development planning.
• Assist management with succession planning and talent development initiatives.

B. Hiring & Onboarding

• Participate in interviewing candidates for Implementation Consultant positions.
• Evaluate candidate competencies and provide hiring recommendations.
• Deliver structured onboarding and new hire training programs (approximately 10 business days or as required).
• Guide new hires throughout their ramp-up period through coaching, mentoring, and knowledge reinforcement.
• Ensure new team members achieve readiness milestones and operational proficiency.

C. Coaching & Quality Management

• Conduct monthly quality reviews of customer implementation calls and customer interactions for each team member.
• Evaluate communication effectiveness, implementation accuracy, customer experience, and adherence to established processes.
• Deliver actionable coaching and documented development plans based on quality findings.
• Review customer email communications and provide recommendations to improve clarity, professionalism, and effectiveness.
• Conduct preparation sessions prior to complex or high-risk customer meetings.
• Facilitate recurring "Office Hours" sessions to address common implementation challenges, answer questions, and reinforce best practices.
• Provide real-time coaching through Zoom, Slack Huddles, voice messages, and other collaboration tools.

D. Customer Escalation & Operational Support

• Serve as the primary escalation point for complex implementation issues and customer concerns.
• Participate in escalation calls when customers request leadership involvement.
• Monitor Implementation Support channels to ensure timely issue resolution.
• Provide strategic guidance for complex onboarding scenarios and customer-specific implementation plans.
• Partner with cross-functional teams to resolve operational issues impacting customer implementations.
• Ensure implementation risks are proactively identified, communicated, and mitigated.

E. Operational Excellence & Business Execution

• Monitor implementation metrics, quality indicators, customer satisfaction, productivity, and operational performance.
• Identify trends and recommend process improvements to increase implementation efficiency and customer outcomes.
• Ensure compliance with implementation methodologies, internal standards, and operational procedures.
• Assist in workload balancing, prioritization, and implementation resource planning.
• Support operational readiness for new products, features, and implementation methodologies.

F. Cross-Functional Leadership & Strategic Partnership

Serve as the primary representative of the Implementation Consulting organization by:

• Participating in discovery sessions for upcoming product releases.
• Providing implementation feedback during product development and release planning.
• Attending recurring release readiness meetings and implementation planning sessions.
• Collecting and communicating Voice of Customer (VOC) insights to influence product improvements.
• Supporting change management initiatives related to new products, services, and implementation processes.

G. Team Communication & Leadership Meetings

Actively participate in and facilitate leadership and team meetings, including:

Leadership Meetings

• Bi-weekly Success Leadership Stand-up
• Monthly Voice of Customer (VOC) meetings
• Payments Program meetings and other assigned strategic initiatives
• Leadership planning sessions
• Operational review meetings

Team Meetings

• Facilitate weekly team meetings.
• Present product enhancements, implementation updates, and operational changes.
• Share best practices and implementation success stories.
• Reinforce organizational priorities and customer experience initiatives.

Documentation, Process Improvement & Special Projects

• Develop and maintain internal implementation documentation, playbooks, and knowledge articles.
• Create implementation resources that improve consultant effectiveness.
• Update process documentation to align with evolving business practices.
• Participate in continuous improvement initiatives.
• Support implementation of new tools, workflows, and operational programs.
• Participate in special projects assigned by leadership.

Qualifications

Education & Experience

• Bachelor's degree in Business Administration, Information Technology, Management, Communications, or a related discipline preferred.
• An equivalent combination of education and relevant professional experience may be considered.
• Minimum of 2-4 years of experience in SaaS implementation, customer onboarding, consulting, customer success, or project management.
• Experience within Property Management Software, SaaS, CRM, ERP, or Professional Services environments is strongly preferred.
• Demonstrated experience managing customer escalations and providing coaching and feedback to peers in a mentoring capacity.

Technical Knowledge

• Strong knowledge of Propertyware and/or Buildium platforms.
• Understanding of SaaS implementation methodologies and the customer onboarding lifecycle.
• Knowledge of property management operations and software implementation best practices.
• Familiarity with CRM systems, project management platforms (TaskRay preferred), Salesforce, Jira, Slack, Zoom, and Microsoft Office applications.
• Understanding of quality assurance methodologies and coaching frameworks.
• Ability to analyze operational metrics and customer performance data.

Core Competencies

• Leadership and People Development
• Coaching and Mentoring
• Customer Experience Management
• Strategic Thinking
• Decision Making
• Operational Excellence
• Project Coordination
• Quality Management
• Continuous Improvement
• Change Management
• Collaboration and Partnership Building
• Accountability and Ownership
• Business Acumen

Communication Complexity

This position requires frequent interaction with multiple organizational levels and external customers. The successful candidate must be able to:

• Communicate complex implementation concepts clearly to both technical and non-technical audiences.
• Facilitate difficult customer conversations while maintaining professionalism and customer confidence.
• Influence cross-functional stakeholders without direct reporting authority.
• Deliver constructive coaching and performance feedback.

Behavioral Attributes

The successful candidate consistently demonstrates:

• Customer-first mindset
• Servant leadership
• High accountability and ownership
• Sound judgment and professionalism
• Adaptability in a dynamic environment
• Strong analytical and critical thinking skills
• Emotional intelligence and empathy
• Integrity and commitment to continuous improvement