Implementation Consultant, Follow Up Boss

About the team The Follow Up Boss Implementation Consultant (iCon) team is a high-impact, customer-facing technical team within Zillow Group — one of the most recognized names in real estate technology. We're the team that turns new customers into confident, successful FUB power users, and our work directly shapes how thousands of real estate professionals run their businesses every day. This is a team for people who love the craft of implementation — who get satisfaction from taking a complex, messy customer situation and turning it into a clean, scalable solution. We sit at the crossroads of product, technology, and customer success, which means no two days look the same and there's always something new to solve. We're a collaborative, customer-first team that operates with a high degree of ownership and autonomy. You'll work closely with Sales, Customer Success, Customer Support, Enablement and Product — building strong cross-functional relationships and contributing to how we deliver for customers at scale. If you're someone who thrives in a fast-moving environment, loves building relationships, and wants to do technically interesting work that has a direct, visible impact on customers — this is the role for you. About the role As an Implementation Consultant, you are the bridge between new customers and long-term success with our CRM platform. You guide clients through the transition from their legacy systems to FUB, including system 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. You utilize deep systems expertise to ensure seamless transitions that incorporate client business processes into clear technical solutions. Key Responsibilities System Configuration & Implementation Lead the customer through the end-to-end implementation process from kickoff to admin systems training, managing timelines, deliverables, risks, and all customer-facing communication. Configure the platform to meet customer workflows , configuring and customizing 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 implementation timelines and milestones , including managing 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, Zillow, transaction management products, lead sources, etc.). 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, Zillow, transaction management products, lead sources, etc.). 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. Customer Enablement Deliver admin-level training sessions , training admin-level users and power users on initial setup, system features, and best practices, ensuring customers understand how implementation work ladders up to their goals and long-term value from Follow Up Boss. Create implementation documentation and onboarding resources , including mapping out system workflows, documenting how all systems and integrations connect to Follow Up Boss and building resources that support ongoing management of those integrations. Cross-Functional Collaboration Act as the bridge between Sales, Product, and Customer Success Share product feedback and implementation insights with internal teams Help refine demo strategies and implementation playbooks Collaborate internally with Sales, Product, Customer Success, and Support to ensure seamless handoffs, clear documentation, and effective feedback loops across the customer lifecycle. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $31.10 - $49.70 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $29.60 - $47.20 hourly. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are 3+ years of experience in SaaS implementation, technical account management, or consulting, ideally in CRM or customer-facing platforms. 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. Bonus : Familiarity with Zapier, real estate tech platforms (e.g., YLOPO, IDX websites, Zillow), and other common real estate integrations. Get to know us At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality. Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025 , and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.