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Alfred // digital & in-home concierge services
New York City    Posted: Friday, January 24, 2020
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Your role in our mission

Were on a mission to build intuitive, personal help & anticipatory technology into one of the most important spaces in our lives: our home. As a startup at the intersection of four multi-billion dollar industries - real estate, technology, service & commerce - Hello Alfred is a new kind of company thats trusted to serve consumers past their front door.

The Technical Implementation Manager is a pivotal role within our account management team responsible for all the technical aspects of client implementations. The primary goal for this role is to ensure that client on-boarding / implementations are delivered successfully hitting all milestones, internal resources are applied efficiently, & information is distributed appropriately in the support of on time client launches. You are the trusted advisor on the end to end on-boarding / implementation lifecycle process including helping to create the tools, methods, & standards to ensure all implementations are delivered in a very efficient & high-quality way. As the IM, you will ensure a seamless transition from deal to successful on-boarding by evaluating client business processes, consulting with clients on technical feasibility, implementing appropriate system configurations, features & services for optimal performance, & validating system quality to achieve client acceptance & satisfaction. You will conduct product trainings, field inbound feature & bug requests, & act as the main technical point of contact in the process of launching Alfred technology in partner buildings through the lifetime of a contract while acting as a bridge between account management & product/engineering teams.

What superpowers you'll use

  • Leverage your combination of a strong technical background & a strong business orientation to interface cross-functionally with both internal team members & client teams
  • Create, modify, & update procedures the team will use during implementations
  • Cultivate relationships with key real estate partners & internal Alfred teams to drive execution of our building activation framework & ensure successful building launches
  • Implement & manage technical improvement plans to drive product development as requested by building partners
  • Work with building partners to run integrations & set up systems & processes
  • Serve as main technical point of contact before, during & after contracts are signed by translating technical ideas into relatable terms & concepts & proposing technical solutions
  • Assist with the identification, requirements gathering, & submission of product improvement change requests & communicate improvements & new developments to growth team & building partners
  • Act as real estate technology expert for benefit of property owners, developers & management groups
  • Troubleshoots software performance problem & propose remedy options
  • Provide functional & operational enhancement recommendations into the product team based on client feedback
  • Establish & monitor system performance reporting, recognizing adverse trends & taking necessary preventative & corrective actions
  • Investigate system failures, registration failures, & interactive read failures in system deployments
  • Support creation of Standard Operating Procedures (SOP) for technical elements of the system that are effective & repeatable
  • Support system upgrades & new software releases

Who you are

  • 4+ years relevant work experience in real estate technology and/or account management
  • Tenacious delivery manager with a laser focus upon the delivery of a solution that meets the immediate needs of the client & which is delivered on-time meeting both client & internal success criteria / project goals & objectives
  • A passion for & knowledge of software & hardware products
  • Proven ability to deliver high-quality work while meeting tight deadlines
  • Committed to rethinking residential real estate & urban living & a good understanding of real estate principles, technologies, & terminology
  • Expert level project management skills
  • Experience with implementation in a SaaS environment
  • Success with managing multiple projects at once
  • Excellent oral & written communication skills
  • Technologically savvy
  • Previous experience with real estate software & other project management software & tools
  • Previous experience with ticketing systems such as Zendesk or Jira
  • Ability to plan & maintain schedules
  • Excellent problem-solving & analytical abilities
  • Accustomed to working in an environment driven by high standards for service & system delivery
  • Uses leadership skills to resolve a wide range of issues in creative & practical ways to satisfy the customer needs
  • Excellent customer communications & customer service skills
  • Demonstrates good judgment in selecting methods & techniques for solving problems & obtaining solutions
  • Highly adaptable in changing environments
  • Broad technical depth in integration & operation of complex systems
  • Understanding of programming logic & the ability to troubleshoot systems by following code
  • Highly adaptable in a dynamic work environment
  • Experience in working with solutions involving both software & hardware

You'll connect with us if you

  • Practice empathy
  • Conduct yourself with the highest integrity
  • Are thoughtful, self-reflective & always open to growing
  • Speak up with radical candor
  • Approach your work like an owner
  • Have a high & ever-climbing bar for excellence
  • Always do things the right way, even when its harder
  • Believe that #oneteam is greater than the sum of its parts
  • Leave no loops unclosed
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