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Alfred // digital & in-home concierge services
Alfred HQ - New York City    Posted: Thursday, April 01, 2021
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Were Alfred, & were building the future of living. We provide residentfirst software & services to deliver inhome support & local experiences. Were contributing to build a future where everyone has the help they need to make time for the people & things that matter most. Since 2015, weve completed millions of services & saved our members countless hours across more than twenty cities.

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 Associate pivotal within our 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 Technical Implementation Associate, 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 client success & product/engineering teams.

Superpowers you will 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
  • Troubleshoot 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
  • Partner with the Account management team to train the Property Managers on AlfredOS features, uses & feature upgrades

Who you are

  • Work experience in client success
  • Capable of delivering solutions that meet the immediate needs of the client, delivered on-time meeting 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
  • Solid understanding of real estate principles, technologies, & terminology
  • Strong project management skills
  • Experience with implementation in a SaaS environment
  • Success with managing multiple projects at once
  • Excellent oral & written communication skills
  • Technological savvy
  • Experienced with real estate software & other project management software & tools
  • Experienced with ticketing systems such as Zendesk or Jira
  • Able to plan & maintain schedules
  • Excellent problem-solving & analytical abilities
  • Accustomed to working in an environment driven by high standards for service & system delivery
  • Experienced use of leadership skills to resolve a wide range of issues in creative & practical ways to satisfy the customer needs
  • Excellent customer communications & customer service skills
  • Demonstration of good judgment in selecting methods & techniques for solving problems & obtaining solutions
  • Adaptability
  • Broad technical depth in integration & operation of complex systems
  • Understanding of programming logic & the ability to troubleshoot systems by following code
  • Experience in working with solutions involving both software & hardware

Youll 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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