Implementation Manager at Knock

| Seattle
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The Role
As our Implementation Manager, you will serve as the ambassador for new clients joining Knock to ensure a successful on-boarding process. The key to success for a person in this role will be a high aptitude for technology and the ability to manage project timeline deliverables proactively and independently. This position will be part of our overall Customer Success team and work closely with the others responsible for trials and renewals. 
The Team
Everyday our customers deserve an amazing experience and our commitment to their success. Their wins are our wins. We know that in order to drive success we need to build an exceptional Customer Success Organization that preserves and expands the company’s book of business, opens the door to new opportunities, and creates advocates for our customers. At Knock our Customer Success team consists of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support. 
The Company
We started Knock to solve problems we faced ourselves as consumers: as part of the process for renting an apartment hasn't evolved at the same pace of technology. It was disorganized, time consuming, and frustrating. It seemed landlords were stuck in the past and didn’t understand how to use technology to their advantage. But the problems and solutions seemed obvious to us, and we had a vision for what a better experience should be. After validating our insights with a few early customers (who became investors) we got to work partnering with real estate companies to deliver on turning that vision into reality.
Five years later, we have helped our property management customers find apartments for millions of renters. We’ve developed an industry-defining SaaS platform, an intelligent front office platform providing the productivity and business intelligence tools needed to maximize occupancy, rent growth, and customer satisfaction at every community. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards.
In March of 2019 we announced we raised a $10m Series A round to continue to accelerate growth and product development, led by Madrona Venture Group: 
In January 2020 we were honored to receive recognition as one of Seattle’s Best Small Companies to Work by BuiltIn Seattle:
In May 2020 we announced we raised a $12m Series B round to continue on the path of growth, led by Madrona Venture Group, with partners from Lead Edge Capital and Seven Peaks Ventures:
At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!
Our Values
To be successful and recognized as a high performer at Knock, you should naturally encompass our core values: Determination, Excellence, Trust and Community. We take these behaviors seriously and expect everyone to bring a positive Knockstar attitude with them to work every day.
At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!

Key Responsibilities

  • Architect and Builder: You and your team build, implement, and ensure overall success for our customer CRM builds.
  • Team Player: You are a teaming mastermind, by running point on customer issues and bringing in the right team (Engineering, Product, CSM) at the right time to solve a problem. 
  • Product Know-It-All: You will be a product jedi master and will use your knowledge and experience to create an amazing experience for our customers. 
  • Consultant: You will be the subject matter expert for our product as customers implement and deploy. You will be presenting, fact finding, and generally helping them reach success. 
  • Project Management: You have mastered how to manage complex projects. 
  • Ambassador: You and your team will serve as the ambassador for new Knock Customers. Your interactions are critical. 

Basic Qualifications

  • Experienced: You have 2-4 years on an implementation team or technical project management team. AND YOU LOVE IT!
  • People person: Whether you’re helping a customer with a tricky technical question or having an in-depth conversation around someone’s development goals, you’re excited to be working with people.
  • Curious: You want to learn about everything around you, including why Knock is so valuable for our customers and how we can add value with every interaction.
  • Teacher: You love to share what you have learned. You teach our customers the best ways to be effective with our product.
  • Communicator: You can reduce a complex topic to a few simple steps, putting to rest any fears a client may have. You can communicate direction to your team and get things done.
  • You think big picture: Your mind is always set on “How do can we make this easier and faster for our customers?” and “What will add the most value for them?” 
  • Organized: You are a master at keeping yourself, your team, and your customers organized through implementations.
  • Optimistic:  You can see the opportunity for every interaction to be a positive one, creating scenarios that end on a positive note. Your optimism is contagious and you foster it on your team. 
  • Technically Minded:  You revel in the complex and you love technology.
  • Customer Focused: You always have the customer’s needs in mind and help us find ways of making our processes more customer friendly.
  • Community Minded: We are better together and we win together. You bring value to your community everyday. 
  • Collaborator: You solve problems with your teammates. You help when you see the need regardless if you are asked.

Why You'll Love It Here

  • 100% medical, dental, and vision coverage for full-time employees
  • Flexible time off & paid holidays
  • 401k to help you save for the future
  • Stock options
  • Gym membership at LA Fitness Signature Clubs
  • We like to do fun things together! Conferences, off site retreats, and happy hours
  • Parental leave program
  • Whatever mode of transportation you use - we got you covered!
  • Employee referral bonuses to encourage the addition of great new people to the Knock team
  • Plus free lunch on Fridays!

At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Ballard is a hip waterfront neighborhood with trendy restaurants, indie shops, bars and craft breweries centered on historic Ballard Avenue.

An Insider's view of Knock

How would you describe the company’s work-life balance?

The company is respectful of people's time and work life balance. Team members on my team work from home on Wednesdays. Flex vacation policy also works well.


Principal Product Manager

What's the biggest problem your team is solving?

Overcoming customer challenges, training new hires and ramping them up quickly.


Director of Sales - West

What are some things you learned at the company?

I really like that we are using the Objectives & Key Results (OKR) goal-setting methodology. It aligns the individual's goals all the way up to the company goals and provides for transparency across the company. It gives me assurance that my efforts are making a difference to help us meet our company goals.



What unique initiatives do you have that encourage innovation?

One of our core values is innovation. We define it by 10X thinking. We encourage teammates to think “an ounce of prevention is worth a pound of cure”. I never miss an opportunity to challenge a teammate to try harder to find a preventative solution to a problem (product, process, people) before agreeing to move forward with a "cure".



How has your career grown since starting at the company?

I started at Knock in Jan 2019 as a 1-person team covering all things PeopleOps. After 13 months (Feb 2020) my team grew to 5 with specialities in IT, Office Admin, Talent & HR. This allows us to provide the best support to our employees so they are happy and successful at Knock. Being able to manage so many functions of the business is incredible!


VP, People Operations

What are Knock Perks + Benefits

Knock Benefits Overview

We built Knock to be a place where you can do your best work. We make sure of this by providing flexible time off, wellness program, commuter benefits, 100% paid medical, dental & vision premiums, as well as free lunch in the office on Fridays along with monthly company sponsored happy hours with your teammates!

Volunteer in local community
The last couple years we have done toy drives during the holidays to support our local community.
Friends outside of work
Eat lunch together
Intracompany committees
Knock has a community committee that focuses on community, culture, our values, etc.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Knock pays 100% of employee premium costs and 25% of family premium costs.
Vision Benefits
Knock pays 100% of employee premium costs and 25% of family premium costs.
Health Insurance Benefits
Knock pays 100% of employee premium costs and 25% of family premium costs.
Mental Health Benefits
There are mental health benefits through our medical insurance provider.
Retirement & Stock Options Benefits
401(K) Matching
Coming in 2021!!!
Company Equity
4 year vesting period - 1 year cliff at 25% then monthly for the remaining 3 years.
Child Care & Parental Leave Benefits
Generous Parental Leave
We follow all local and federal guidelines for parental leave. We ensure up to 8 weeks full salary for the primary caretaker. We also ensure up to 4 weeks full salary for the secondary caretaker.
Flexible Work Schedule
The standard work week is 5 days (Mon - Fri), but Knock understands life happens and works with employees on specific scheduling needs.
Remote Work Program
Currently due to COVID-19, all employees are working remote temporarily. We will work with employees on a case-by-case basis for long-terms needs to work from home or remote.
Family Medical Leave
Company sponsored family events
Once a year we do a summer BBQ that all employees can bring families to attend. Occasionally our monthly happy hours will be at a location that will be family/dog friendly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
This is included in our flexible vacation policy. We love it when our Knockstars give back to their community and allow them to take paid time off to do so.
Paid Holidays
Paid Sick Days
Employees have flexible sick time per our flexible time off policy.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
This is currently on pause with our office being closed. Normally we would offer free bike storage in the building, limited on-site or near-site parking, and Orca Card reimbursement.
Company Outings
We host a monthly happy hour either in our out of the office.
Stocked Kitchen
We keep healthy snacks regularly stocked in the kitchen.
Some Meals Provided
Employees get free lunch on Friday.
Happy Hours
Happy hours are hosted once per month.
We offer limited parking to employees based on availability.
Pet Friendly
Knock's pet policy is occasional bring your pet to work days.
Fitness Subsidies
LA Fitness is across the street! We provide a gym membership there that will get you into any LA Fitness in the country.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Knock hosts lunch and learn meetings on occasion.
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