Customer Operations, Success and Engagement Manager

Job Description

Alosant is a leading provider of branded mobile app solutions tailored for master-planned communities and real estate developments. Our technology empowers communities to enhance engagement, streamline communication, and deliver an exceptional resident and prospect experience. Join a fast-growing, innovative, and agile company with ample room for growth.

Role Overview

The Success and Engagement Manager manages clients during the Maintenance phase of our core mobile app product and oversees any custom development work. This role involves ongoing client communication, product updates, feature adoption, end-user support, additional training, and post-launch initiatives.

Responsibilities include maximizing use of the Alosant platform to ensure client satisfaction and drive contract renewals. The Success and Engagement Manager also serves as the primary point of contact for new and existing clients throughout app launches, custom projects, and implementation phases.

Key Responsibilities

• Provide proactive project management for new and existing clients, ensuring all goals are met and visible, including effective product feature adoption.
• Serve as the primary facilitator for training outsourced team members and resources.
• Manage outsourced team members supporting Success and Engagement, ensuring their work and responses are delivered promptly and with high quality.
• Develop, refine, and support internal and external processes to drive client success and strengthen renewal efforts.
• Collaborate across Customer Operations to align expectations and goals for clients with multiple products.
• Set and communicate clear client expectations.
• Partner with the Development team on product issues and requests for our core mobile app, ensuring alignment with each client’s evolving needs.
• Support deployment and maintenance efforts in line with the product roadmap.
• Define and scope product enhancements or new functionality requests.
• Utilize project management tools effectively.
• Champion company culture and values.

Qualifications

What We Offer :

If you're passionate about working with clients and want to play a pivotal role in driving our initial client success, we'd love to hear from you!