Delivery and Customer Success Manager

Disrupt-X develops ALEF 360°, an integrated product ecosystem designed to provide building owners and operators with comprehensive visibility over their buildings, assets, and people. The ecosystem consists of distinct platforms including CAFM/CMMS for maintenance and facilities management, HSE for health, safety, and environment, and EAM for asset lifecycle management. These platforms interconnect and share data, allowing customers to start with one solution and expand as needed. Our clients span a wide range of sectors such as real estate portfolios, facilities management, factories, hospitals, schools, ports, airports, warehouses, and hotels.

Key Responsibilities

- Manage enterprise customers from contract signing through to renewal, overseeing their go-live projects on ALEF 360° and serving as their primary point of contact thereafter.
- Handle 8 to 12 enterprise accounts simultaneously, supporting diverse industries including facilities management companies, developers, educational institutions, ports, and government bodies.
- Lead end-to-end implementation projects, covering kickoff, requirements gathering, data loading, configuration, integrations, testing, and training.
- Maintain detailed project documentation such as project plans, RAID logs (risks, assumptions, issues, dependencies), and weekly status reports. Proactively communicate expected completion dates and any delays.
- Conduct monthly or quarterly service reviews post go-live, presenting usage data, open tickets, and next steps to ensure customer satisfaction and adoption.
- Drive user adoption by training end users and supervisors, creating how-to guides, and monitoring active user engagement and work order volumes against agreed success plans.
- Own contract renewals and Annual Maintenance Contract (AMC) continuity, identifying upsell opportunities early, including additional sites, modules, or sensors.
- Manage escalations by logging issues in the support helpdesk, coordinating with engineering teams, and keeping customers informed until resolution.
- Coordinate IoT and sensor installation fieldwork with the installation team and produce comprehensive site installation reports.
- Collect and communicate product gaps and customer feedback to the product team with clear examples to support continuous improvement.

Pre-Sales and Proposal Responsibilities

- Participate in discovery calls and site visits to understand prospects’ environments, assets, teams, and existing software solutions.
- Deliver tailored live product demonstrations aligned with the prospect’s specific use cases, maintaining a demo environment with realistic sample data.
- Prepare business proposals using Disrupt-X templates, including scope, pricing, payment terms, assumptions, and exclusions, adhering to standard pricing rules.
- Assist in responding to RFPs, RFIs, and technical questionnaires by collaborating with relevant internal stakeholders.
- Generate sensor counts and bills of quantities (BoQ) for IoT-related scopes.
- Ensure smooth handover of won deals to the delivery team with a detailed written scope and list of commitments to avoid information loss between sales and implementation.

Required Qualifications

- Minimum of 4 years’ experience delivering enterprise software projects, with at least 2 years in customer success, account management, or implementation consulting roles. Experience in SaaS environments is preferred.
- Strong project management skills, including the use of plans, RAID logs, status reports, and change control processes.
- Proficiency with data handling, such as loading asset registers in Excel, interpreting API documentation alongside engineers, and explaining integration limitations clearly to customers.
- Experience conducting product demonstrations and drafting business proposals or RFP responses. Strong presentation and writing skills, capable of translating requirements into clear, written scopes.
- Excellent command of written and spoken English.

Preferred Qualifications

- Experience with CAFM, CMMS, EAM, HSE, or building management software is highly advantageous.

This role offers the opportunity to work at the intersection of customer success, project management, and sales within a cutting-edge product ecosystem, supporting a diverse client base across multiple industries.