Implementation Consultant – SaaS/CRM (Remote 100%)

Our Customer is a tech real-estate marketplace company with a portfolio of the largest and most vibrant real estate and home-related brands on the web and mobile. The company’s brands focus on all stages of the home lifecycle: renting, buying, selling, financing and home improvement. They are committed to empowering consumers with unparalleled data, inspiration and knowledge around homes, and connecting them with the right local professionals to help.

We are seeking a Implementation Consultant – SaaS/CRM on a contract basis to support our Customer’s business needs. This role is 100% remote.

Role Overview:

• As an Implementation Consultant, you are the bridge between new customers and long-term success with our CRM platform.
• You guide clients through setup, configuration, data migration, and integration configurations (including leveraging our open API), and deliver admin systems training to ensure each implementation is smooth, tailored, and sets customers up for lasting success.

Responsibilities:

• Own customer onboarding projects from kickoff to admin systems training, managing timelines, deliverables, risks, and all customer-facing communication.
• Configure and customize Follow Up Boss to align with client business needs, workflows, team structure, and industry-specific requirements, including workflows, permissions, lead flows, inboxes, and phone numbers.
• Manage integrations and data by facilitating data migrations, imports, and exports, and supporting integrations with the customer’s third-party tech stack (e.g., IDX systems, transaction management products, lead sources, etc.).
• Map out system workflows, documenting how all systems and integrations connect to Follow Up Boss and building resources that support ongoing management of those integrations.
• Train admin-level users and power users on initial setup, system features, and best practices, ensuring customers understand how the CSM’s implementation work ladders up to their goals and long-term value from Follow Up Boss.
• Collaborate internally with Sales, Product, Customer Success, and Support to ensure seamless handoffs, clear documentation, and effective feedback loops across the customer lifecycle.
• Systematize implementations by following existing playbooks and contributing to templates, checklists, and automation that improve implementation quality and efficiency over time.
• Triage and resolve issues during implementation, diagnosing common technical issues, escalating when needed with full context, and coordinating with Support or Engineering as appropriate.
• Gather and document client goals and feedback, connecting them to implementation work and translating learnings into actionable insights for product and process improvements.
• Provide clear handoffs to the Customer Success Manager and Sales Rep, including status, configuration decisions, open risks, and next steps for ongoing success.

This role is about: CRM configuration + workflow mapping + integrations + APIs + data migration + technical troubleshooting + customer-facing implementation + training

Qualifications:

• 3+ years of experience in SaaS implementation, technical account management, or consulting, ideally in CRM or customer-facing platforms.
• Gainsight experience - mandatory
• Strong knowledge of CRM systems, such as Follow Up Boss, Salesforce, HubSpot, Zoho, or similar tools, and how customers use them to run their businesses.
• Excellent project management skills, with the ability to manage multiple concurrent client projects, maintain clear timelines, and communicate status and risks effectively.
• Comfort with technical concepts like APIs, integrations, data imports/exports, data mapping, and basic data cleanup (e.g., CSV/Excel).
• Strong communication and presentation skills, able to translate technical concepts into clear, relatable language for non-technical users and executive stakeholders.
• Customer-first mindset, with empathy, patience, problem-solving skills, and calm, confident, non-defensive communication—even in escalated situations.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.