Implementation Consultant, Follow Up Boss

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.

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.

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