Delivery and Customer Success Manager

Disrupt-X develops ALEF 360°, a comprehensive product ecosystem designed to provide building owners and operators with full visibility of 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 managing the full lifecycle of assets. These platforms are interconnected, allowing customers to start with one and seamlessly add others as needed. Our clients span a variety 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, working with clients across facilities management companies, developers, schools, ports, and government bodies.
- Lead end-to-end implementation projects, including 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 communicating any delays or changes.
- Conduct monthly or quarterly service reviews with customers, presenting usage data, addressing open tickets, and outlining next steps.
- 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.
- Manage contract renewals and Annual Maintenance Contract (AMC) continuity, identifying upsell opportunities such as additional sites, modules, or sensors.
- Handle 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 prepare site installation reports.
- Collect and communicate product gaps and customer feedback to the product team with clear examples and documentation.

Pre-Sales and Proposal Responsibilities

- Participate in discovery calls and site visits to understand prospects’ sites, assets, teams, and existing software environments.
- Deliver tailored live product demonstrations using a demo environment populated with realistic sample data.
- Prepare business proposals using Disrupt-X templates, including scope, pricing tables, 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.
- Calculate sensor counts and bills of quantities (BoQ) for IoT project scopes.
- Ensure smooth handover of won deals to the delivery team by providing a written scope and a comprehensive list of commitments made during the sales process.

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; SaaS experience 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 to customers in clear terms.
- Experience conducting product demos and drafting business proposals or RFP responses; excellent presentation and writing skills with the ability to translate requirements into clear written scopes.
- Fluent 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 engage deeply with enterprise clients, combining project management, customer success, and pre-sales activities within a dynamic and innovative technology environment.