[Hiring] Value Delivery Lead @Fello

Role Description

You're the person who makes an implementation feel effortless — even when five things are moving at once. You've spent 3+ years owning onboarding, implementation, or solutions delivery at a SaaS company, and you've built a reputation for finishing what you start: outcomes, not just closed tickets. You're comfortable on camera with busy operators who can spot a script from a mile away, and you know how to build trust fast by explaining technical things in plain English. You're curious about AI, ideally have hands-on experience with LLM-based or agentic products, and you're genuinely energized by coaching people through change rather than just configuring a tool for them. Real estate knowledge — how a team, a brokerage, and a listing actually work — is a must, and it's what will let you hit the ground running.

You Will:

• Lead every onboarding and implementation call for your portfolio of accounts — you own the room, the plan, and the outcome, with Solution Engineers looped in when the work calls for it.
• Drive The Clock: Drive your accounts through a proof chain against real clocks: Time to Go Live (target: 30 days from contract), Time to 10DLC submission, Time to First Handoff, and Time to New Lead setup / First Appointment / First Listing.
• Own the Managed Phase: Stay with each account through the Managed phase — well past go-live — until leads are flowing, handoffs are happening, and appointments are booking like clockwork. Graduate accounts to Impacting only when the ROI is provable and durable, not just when the calendar says it's time.
• SE Orchestration: Direct deployment, configuration, and integration work through the Solution Engineering team, staying accountable for quality and timeline even though you're not doing all the technical lift yourself.
• Making the Playbook Better: Feed your field notes back into the playbook — every friction point you hit becomes an improvement for the next implementation.

Qualifications

• Proven expertise in customer-facing implementation: 3+ years of customer-facing implementation experience in onboarding, Implementation Delivery Lead, Onboarding Specialist, or Solutions roles at a SaaS company.
• Presence on camera with operators. Our customers are real estate team leaders and their agents, busy small-business operators who can spot a script a mile away. You build trust fast and explain technical things in plain English.
• Fluency in AI to be credible. You've worked with LLM-based or agentic products, or you've gone deep enough on modern AI tools to explain what the agent did and why. You'll be trained on Felix; curiosity and comfort with AI are the entry bar.
• Organized under volume. Multiple accounts, multiple clocks, dependencies on SEs and carriers and customers. You run a tight board and nothing slips silently.
• Ownership-mindset. When something blocks your account, you chase it down. “Waiting on someone else” is a status, not an excuse.
• The Coach flair. You are ready to jump on a call with the real estate teams, understand how they operate today and coach them on best practices, strategy and influence operational changes to derive more value from Fello.
• Real estate knowledge. Knowing how a team, a brokerage, and a listing actually work will shorten your ramp.

Benefits

• Competitive Compensation: Attractive salary and benefits package.
• Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
• Professional Growth: Opportunities for career advancement and professional development.
• Health & Wellness: Comprehensive health, dental, and vision insurance plans.
• Paid Time Off: Generous PTO and paid holidays to recharge and relax.
• Collaborative Culture: A supportive team environment that values innovation and collaboration.
• Equity Options: Opportunity to own a part of Fello and share in our success.
• Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.