Project Manager and Content Coordinator (Onsite)

FRONTSTEPS is the nation’s most comprehensive Community Management platform that simplifies how management companies and homeowner associations connect, operate, and optimize modern communities and management companies. With a focus on mobile-first technology and best-in-class user experiences, our platform makes it easy for community leaders to collaborate and drive prosperous communities and management companies.

At FRONTSTEPS, we know that we cannot build a community-focused platform without actively investing in our team. That’s why you’re here. Our internal FRONTSTEPS community is built upon talented people that get their hands dirty, engage in problem solving, and ultimately make our platform the most competitive service on the market.

POSITION OVERVIEW

The Builder Project Manager and Content Coordinator is responsible for ensuring a smooth and successful onboarding experience for our customers using our Builder product.  Working with multiple teams, functions, and customers, this critical role will ensure deliverables are completed on time and within scope. As a Content Creator, the role will be to prepare and maintain documentation pertaining to our Builder’s projects including maintenance, manufactured products, amenities, etc.  

• Obtain a deep understanding of the Builder product and services to translate complex product information, maintenance guidelines and procedures into polished and engaging content
• Develop comprehensive documentation for customer facing user manuals, training materials and external documentation
• Collaborate with the sales team to gather customer requirements and configure the Builder product to meet their specific needs
• Develop and maintain clear and concise implementation documentation and resources
• Track project timelines and milestones, keeping stakeholders informed of progress
• Support client questions and issues by gathering data, analyzing their needs, then assembling relevant content to meet the customer’s specific business requirements    
• Support customers via chat, email and phone with strong writing skills and excellent phone etiquette
• Handle customer escalations with a high sense of urgency and follow through
• Strong team player who understands that proactive customer service comes first before anything else   
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames   
• Ability to work cross-functionally with many people without being constrained by your job function   
• Collaborative, upbeat work ethic where you can take ownership and have fun
• Perform other duties as requested by management

• Bachelor's degree or equivalent experience
• Minimum 3-4 years of experience in a customer service or project management role
• Proven experience with onboarding and training new users on software products
• Superior written and verbal communication skills with industry experience
• Ability to work independently and manage multiple projects simultaneously
• Strong attention to detail and a commitment to accuracy
• Familiarity with construction or building industry a plus
• Proficiency in using Adobe FrameMaker, MS Office products, and communication platforms (e.g., Microsoft Teams)
• Attention to detail and organizational skills are essential and required
• Proven ability to learn and understand complex topics or seek out subject matter experts
• Ability to write documentation for multiple audiences
• Knowledge of HOA operations a plus

This position will remain open through 1/15/2025.

Benefits include the following:

·       Medical, Dental, and Vision

·       Company sponsored Life Insurance

·       Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance

·       FSA/HSA

·       Paid Time Off

·       Sick Time

·       Internet Reimbursement

·       401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.