Implementation and Account Lead

Description
Implementation and Account Lead

The Implementation and Account Lead is a customer-focused project management role responsible for owning the end-to-end implementation of Pronto Housing’s platform for both SaaS and Service customers, and the primary relationship manager for SaaS accounts. This role sits at the intersection of project management and customer management: it thinks in systems and logic, translates regulatory and customer requirements into platform requirements, builds trust with customers, and manages multiple concurrent projects with strong organization and follow-through.

The Implementation and Account Lead is comfortable leading the room — running kickoffs, customer meetings, and status reviews — while also being hands-on in the platform itself: configuring, testing, and troubleshooting. This is not a sales role or a technical implementation or engineer role; the Implementation and Account Lead builds enough domain knowledge to be effective managing different stakeholders, acting as a trusted advisor to customers and an execution leader internally. Partnering closely with Sales, Compliance, Customer Success, Sales Engineering, Product, and Engineering, this role manages internal and external communications with equal rigor, ensuring every stakeholder — customer or colleague — has a clear, accurate picture of status, risk, and next steps.

Key Outcomes

Successful, On-Time Customer Implementations

Own delivery outcomes across a portfolio of concurrent customer implementations.

Lead end-to-end software implementations from kickoff through deployment
Own and manage multiple implementation streams simultaneously — defining scope, timelines, milestones, and success metrics for each
Coordinate various internal resources (e.g. Compliance, Implementation, Engineering,
Trainers, Customer Operations etc.) and sure they are booked, have clear requirements, stay on track with their workstreams, and actively collaborate as needed to deliver on-time, quality launches and platform/configuration updates
Identify risks, dependencies, and blockers early; manage escalation paths and recovery plans proactively
Drive projects to completion independently while surfacing needs and blockers internally
Build, maintain, and improve implementation dashboards and metrics to support predictable delivery at scale
Proactively communicate status, progress, blockers, and risks with both internal and external stakeholders in a way that supports the success of the project, whether it’s a launch or an update
Analyze implementation and support tickets to identify trends and root causes, reviewing whether issues are isolated, impacting multiple customers, or indicative of specific process vs product development needs
Participate in user acceptance testing (UAT) for new features; surface product issues, validate fixes, and submit detailed tickets to Support and Product

Effective Customer Onboarding, Training & Adoption

Enable customers to confidently and independently adopt Pronto’s platform.

Coordinate training sessions in partnership with Pronto Trainers, comfortable leading the room with customers and internal teams alike
Set up tenant webinars, written or call campaigns for tenant outreach, and property team introductions with support from other Pronto team members as needed to drive buy-in and positive engagement for new launches
Provide hands-on support and troubleshooting during early adoption
Act as a trusted advisor — reinforcing best practices, not selling features — while ensuring users understand key workflows and expectations
Monitor customer usage, time to first-value, and ongoing engagement post-launch to identify adoption gaps or compliance risks

Cross-Functional Leadership & Coordination

Serve as the connective tissue between customers and internal teams, and lead without direct authority.

Partner with Sales, Compliance, Customer Operations, Sales Engineering, Product, and Engineering to support smooth handoffs from contract through post-launch
Lead cross-functional implementation teams through coordinated customer rollouts
Act as a liaison between customers and internal teams to resolve configuration, compliance, or technical questions
Serve as an escalation point for both implementation and post-launch issues for SaaS customers
Manage internal and external communications with equal discipline — clear, structured updates for customers and colleagues alike

Operational Excellence & Continuous Improvement

Strengthen Pronto’s implementation motion as the business scales.

Build and evolve implementation playbooks, guides, and documentation
Identify opportunities for automation, tooling, and metrics improvement
Gather customer and internal feedback to refine implementation processes and support SLAs
Maintain knowledge repositories of implementation and support cases and resolutions
Highlight the impact of product or compliance changes on customers

Competencies

The competencies below directly support successful delivery of the role’s key outcomes.

Project & Portfolio Management

Supports: timely delivery, milestone tracking, delivery at scale.

Plans implementation timelines, resources, and deliverables effectively.
Manages multiple implementation streams concurrently with strong organization and follow-through.
Identifies risks, dependencies, and blockers early and escalates appropriately.
Uses dashboards and tracking tools to maintain clear visibility into progress and status.

Customer Onboarding & Adoption Leadership

Supports: customer success, adoption outcomes, workflow transition.

Guides customers in translating existing workflows into platform usage and best practices.
Drives strong user adoption through training and enablement, comfortable leading the room.
Provides hands-on support and troubleshooting during early customer usage.
Monitors usage patterns and proactively addresses adoption gaps.

Technical Fluency

Supports: successful implementations, configuration quality, go-live readiness.

Able to understand and explain platform settings and how they relate to customer and regulatory requirements.
Adept at translating compliance requirements and end user (compliance or renter) needs to business requirements with clear “solve for” and impact definition that can be used by technical teams.
Can assist with testing configurations, mappings, and workflows prior to launch.
Approaches problems in terms of underlying system logic, not just surface symptoms.

Customer Relationship & Advisory Capability

Supports: customer trust, implementation success, appropriate role boundaries.

Acts as a trusted advisor during implementation decisions — grounded in technical credibility, not a sales pitch.
Manages customer expectations clearly and proactively.
Balances customer needs with platform standards, compliance requirements, and technical constraints.
Builds trust through reliability, responsiveness, and follow-through.

Cross-Functional Leadership & Coordination

Supports: team alignment, implementation continuity, stakeholder collaboration.

Leads cross-functional implementation teams without direct authority.
Coordinates work across Sales, Compliance, Sales Engineering, Product, and Engineering.
Ensures smooth handoffs across lifecycle stages, from contract through Customer Success.
Aligns stakeholders on priorities, risks, and timelines.

Internal & External Communication

Supports: stakeholder alignment, customer confidence, issue resolution.

Communicates clearly and appropriately with both customers and internal teams, adjusting tone and detail to the audience.
Confirms requirements, expectations, and next steps in writing and in conversation.
Provides structured updates, escalation summaries, and action items.
Maintains professional, accurate communication under pressure.

Data-Minded Problem Solving

Supports: product quality, compliance workflows, system reliability.

Validates system behavior against real-world customer and compliance workflows.
Analyzes tickets and usage data to identify trends and root causes.
Identifies defects, inconsistencies, or risks prior to release.
Documents issues with the technical clarity Product and Engineering need to act on them.

Operational Process Improvement

Supports: scalable delivery, implementation efficiency, organizational learning.

Improves implementation playbooks, workflows, and documentation.
Identifies opportunities for automation and tooling improvements.
Applies lessons learned to strengthen future implementations.
Contributes to scalable delivery practices as the business grows.

Execution Discipline & Results Focus

Supports: delivery reliability, implementation success, customer outcomes.

Prioritizes high-impact work and maintains momentum across multiple projects.
Balances urgency with attention to detail.
Takes ownership of work and drives tasks to completion.
Tracks progress against goals and metrics, and confirms outcomes are fully resolved.

Adaptability & Operational Agility

Supports: startup environment readiness, changing priorities, customer responsiveness.

Reprioritizes quickly when launch or customer risks arise.
Adapts to evolving processes, tools, and requirements.
Handles ambiguity by seeking clarity and moving forward.
Maintains speed while protecting quality and accuracy.

Accountability & Professional Ownership

Supports: stakeholder trust, team effectiveness, delivery reliability.

Takes responsibility for outcomes and commitments.
Holds stakeholders accountable to agreed timelines and deliverables.
Maintains transparency regarding risks and progress.
Demonstrates reliability and professionalism in all interactions.