John Brooks
Yardi Systems
Seaford
22
years of professional experience
Implementation Manager with 15+ years of leadership experience in SaaS, commercial real estate technology, and large-scale client onboarding. Proven track record overseeing 100+ active implementation projects, driving operational strategy, developing training programs, and coaching both associates and managers. Expert in accounting, commercial real estate operations, project management, and cross-functional coordination. Reliable in resolving complex escalations, improving processes, and supporting sales cycles to secure new business.
Work History
Senior Team Leader – Commercial Implementation
3 Years 2 Months- Manage a hybrid team of 16 remote and in-office employees, overseeing 100+ concurrent implementation projects spanning 4–12 months and representing a $2M+ revenue pipeline.
- Trained, managed, and developed new team leads to enhance leadership capabilities.
- Direct department-level onboarding strategy for all new U.S. commercial clients.
- Develop and maintain onboarding programs used to train hundreds of employees on long-term project management, software functionality, and soft-skill development.
- Analyze team KPIs, customer expectations, resource allocation, and delivery timelines to identify trends and drive continuous improvements to implementation processes, documentation, and team operations.
- Coordinate cross-functional teams and external consultants to deliver successful client implementations.
- Analyzed team KPIs, customer expectations, resource allocation, and delivery timelines to identify trends, improving implementation processes and team operations.
- Coordinated cross-functional teams and external consultants for successful delivery of client implementations, ensuring alignment with project goals.
- Serve as the escalation lead for complex technical, operational, and accounting issues.
- Plan national and international team conferences and leadership events.
Team Leader – Implementation & Client Success
4 Years 1 Month- Promoted to lead implementation and client success teams across multiple portfolios.
- Led client transitions from implementation to long-term support, ensuring continuity and adoption.
- Managed high-priority client escalations across a wide range of technical and operational topics.
- Standardized department workflows and trained staff of 8 on new processes and best practices.
- Delivered executive business reviews and annual client presentations to strengthen retention and satisfaction.
Senior Technical Account Manager
1 Year- Led implementations for high-profile, complex, and time-sensitive clients, ensuring alignment with client expectations and project timelines.
- Acted as the first point of escalation for technical account managers.
- Trained and developed new hires, enhancing onboarding experience and accelerating their integration into the team.
- Delivered in-person conference training for 70+ attendees.
- Trained, shadowed, and developed new hires.
Technical Account Manager
3 Years 6 Months- Implemented commercial property management software for new clients, ensuring seamless system upgrades.
- Managed implementation projects from sales scoping to go-live, driving client adoption and satisfaction.
- Built trusted client relationships through tailored technical guidance, comprehensive training, and ongoing support.
Technical Support Specialist
4 Years 4 Months- Managed ticket queue of 100+ active issues, resolving hardware and software problems to ensure timely support.
- Managed a ticket queue of 100+ active issues, resolving hardware and software problems.
- Troubleshot connectivity, compatibility, permissions, and hardware defects.
- Delivered solutions to reduce classroom downtime and improve user productivity.
- Collaborated across departments to address customer needs and enhance process efficiency.
- Logged and tracked tickets, maintained documentation, and processed customer requests.
- Assisted managers with call-metric analysis, record maintenance, and database organization.
- Logged and tracked tickets, maintained documentation, and processed customer requests to support operational workflows.
Help Desk Analyst
1 Year 10 Months- Delivered Tier 2 desktop support for POS software, networks, and hardware, ensuring seamless operations for 100+ luxury retail clients.
- Managed 60–80 tickets daily, consistently resolving issues within SLA requirements to maintain service quality.
- Facilitated hardware/software installations for new store deployments, contributing to timely openings and operational readiness.
- Maintained PCI compliance for sensitive credit card and customer data.
- Investigated and corrected data and transactions for corporate retail accounts.
- Supported hardware/software installations for new store deployments.
- Trained new hires on help-desk workflow and procedures.
Chargeback / Correspondence Associate II
3 Years 11 Months- Managed daily correspondence tasks, ensuring accurate processing of letters, forms, and supervisor-level documents.
- Supported management teams in various tasks related to operations. with department operations, testing, and new process development.
- Assisted management with department operations, testing, and new process development.
- Oversaw credit card inquiries and activations, facilitating services for nine national banks.
Education
Bachelor of Science - Business Administration & Management
Skills
Implementations
SaaS
Management
Project management
Strategic Planning
Coaching and development
Leadership Development
Timeline
Senior Team Leader – Commercial Implementation
Yardi Systems
06.2023 - CurrentRead More
Team Leader – Implementation & Client Success
Yardi Systems
06.2019 - 07.2023Read More
Senior Technical Account Manager
Yardi Systems
06.2018 - 06.2019Read More
Technical Account Manager
Yardi Systems
12.2014 - 06.2018Read More
Technical Support Specialist
Teq
08.2010 - 12.2014Read More
Help Desk Analyst
KWI
10.2008 - 08.2010Read More
Chargeback / Correspondence Associate II
CardWorks
11.2004 - 10.2008Read More
New York Institute of Technology
Bachelor of Science from Business Administration & Management
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