Senior Implementation Manager

Implementation is a critical moment in the customer journey: it's where clients first see VTS deliver the value they bought, and where retention truly begins. In the Senior Implementation Manager role, you will guide global leaders in commercial real estate toward driving early, measurable value from VTS. You'll own onboarding for our largest, most sophisticated clients, leading enterprise rollouts of VTS AI, from portfolio-scale document abstraction to persona-based activation. Effective Senior Implementation Managers set our clients up for immediate value and long-term retention from day one. This role is fully client facing and is equal parts onboarding and outcome realization. **Please note that this opportunity is located in New York, NY, and requires this hire to work from our office four days a week.** What you can expect as a Senior Implementation Manager: This isn't your typical implementation role. At VTS, you'll join a lean, high-impact, AI-augmented implementation team that shares one mission with Client Success - deliver value to your client. You will: - Command the Onboarding: Own end-to-end onboarding for enterprise accounts, including scope, data readiness, configuration, enablement, and handoff, and run it with enough rigor that status, risk, and next steps are never in question. - Build Trusted Partnerships Early: Establish trusted-advisor relationships with executive sponsors, asset managers, lease administrators, and senior decision-makers from kickoff, aligning every rollout to the business outcomes the client bought VTS to achieve. - Drive Time-to-Adoption, Not Just Go-Live: VTS delivers value as soon as the data starts to flow into the platform. Move far beyond the deployment checklist. Onboarding and Outcomes continue to live side by side. Lead prescriptive, persona-based rollouts, run our adoption playbooks from the day of enablement, and use adoption signals, not task completion, to decide when an account is ready to transition to Client Success. - Lead Change: Act as a change leader inside client organizations, proactively identifying workflow gaps and challenging clients when necessary so that VTS becomes how their teams actually work. - Orchestrate Delivery Partners: Manage strategic relationships with third-party delivery partners, including our document abstraction partners. Hold them accountable to volume, quality, and timelines, and turn daily delivery data into clear priorities and escalations. - Mitigate Implementation Risk: Use adoption data, delivery metrics, and modern tooling to spot at-risk rollouts early (delayed client data, low engagement, misaligned stakeholders) and deploy swift, cross-functional solutions before that risk reaches the renewal. - Collaborate Within a Coordinated Ecosystem: Orchestrate Sales, Client Success, Support, Product, and Engineering through the implementation stage of the customer journey so clients experience one unified VTS team, ending in a clean, evidence-based handoff to their CSM. - Be the Voice of the Customer: Channel product feedback, defects, and strategic client needs to Product and Engineering with the specificity needed to help shape the future of the VTS platform. - Be a Problem Solver: Raise the Bar for the Team: Help shape how VTS onboards enterprise clients by contributing to our playbooks, runbooks, and processes, and mentor fellow IMs as we scale new product rollouts. Be hands on with leveraging technology to solve your problems. What Makes You a Great Fit? You're not looking to manage a project plan; you're looking to own an outcome. You are a structured communicator and a natural operator who pushes updates up rather than waiting to be asked, gets energized by ambiguity, and does your best work in high-stakes rooms. You could be a great fit if: - You bring 4+ years of experience leading client-facing implementations, onboarding, or professional services engagements for enterprise SaaS clients. - You have enterprise-grade presence: you're comfortable steering conversations with C-suite and senior stakeholders and don't hesitate in front of a full room. - You communicate with structure and precision, in writing and live, so stakeholders always know where things stand, what's at risk, and what you recommend. - You're deeply curious, coachable, and tech-savvy, and ready to embrace new AI tools and systems to work smarter, faster, and more analytically. - You raise risk early and proactively, and you arrive with a recommendation rather than just a problem. - Operational rigor is second nature: project plans, status hygiene, and on-track/off-track reporting are standard practice for you, not a stretch. - You're data-driven and comfortable using adoption metrics and dashboards to make the case for action. - It’ s a plus if you: - You've managed vendors or outsourced delivery teams. - You bring fluency in Commercial Real Estate, lease administration or abstraction, or property management systems such as Yardi or MRI What VTS Values & How We Show It - Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees! - Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - quarterly happy hours, wellness events, clubs, and team lunches! - Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees! - Move as One - We work in an open floor plan to promote cross-functional collaboration. - Take Ownership - Be an owner of the company you’re building with our equity packages. - Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more! About VTS VTS is the only AI-driven technology platform enabling intelligent real estate by unifying industry professionals, investors, and their customers at scale. In 2013, VTS revolutionized commercial real estate leasing operations with what is now VTS Lease. Today, VTS AI is the largest first-party insights and collaboration engine in the industry, transforming how strategic decisions are made and executed by the real estate industry globally. With the VTS Platform, consisting of VTS Lease, VTS Market, VTS Activate, and VTS Data, every stakeholder in real estate is given real-time market information and workflow tools to do their job with unparalleled speed and intelligence. VTS is the global leader, with more than 60% of Class A office space in the U.S., and 13 billion square feet of office, residential, retail, and industrial space is managed through the platform worldwide. VTS is utilized by over 45,000 professionals and over 1.2 million total users each day, including industry-leading customers such as Blackstone, Brookfield Properties, LaSalle Investment Management, Hines, BXP, Oxford Properties, JLL, and CBRE. VTS maintains offices in New York City, London, Toronto, Chicago. To learn more about VTS and view our open roles, visit us at vts.com or follow us on Instagram (@WeAreVTS) or LinkedIn. Pay Transparency At VTS, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. The base salary is market-driven at the time of offer and is based on tier 1 market data. The salary for this role will range between $138,000 and $152,000 and is determined by several factors, including your skills, prior relevant experience, quality of interviews, leveling, and geography. EEO Guidelines VTS embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All your information will be kept confidential according to EEO guidelines. For more information about what we collect and how we use it, please refer to the Candidate Privacy Statement. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know at [email protected] Privacy Policy