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ValonValonNew York, NY

Deployment Success Manager

Own post-go-live operational success for enterprise clients using ValonOS, diagnosing process and product gaps through data and direct observation. The role combines client strategy, operational improvement, executive communication, product feedback, and expansion identification in regulated mortgage servicing.

Salary not listed
On-siteCustomer Success

About the role

Responsibilities

  • Own clients’ post-go-live operational success on ValonOS, serving as an operator, client strategist, data investigator, and executive translator.
  • Build and monitor operational health dashboards with analytics to identify where clients struggle to complete work correctly, on time, or efficiently.
  • Investigate root causes through data analysis and direct shadowing, including training gaps, visibility issues, process debt, and product gaps.
  • Drive resolution of operational issues rather than merely documenting or escalating them.
  • Facilitate development of standard operating procedures and processes that leverage ValonOS capabilities.
  • Partner with Implementation to address understanding gaps and escalate product gaps to R&D through Product Operations.
  • Provide proactive operational support when needed so client operations remain stable while permanent fixes are developed.
  • Own ongoing business-unit-level client relationships, including business updates, executive business reviews, and escalated concerns.
  • Develop staffing models using ValonOS data and each client’s operating model to identify over- or understaffing.
  • Partner with commercial leads on workforce right-sizing.
  • Drive adoption of new products and identify expansion opportunities, including loan-per-FTE growth, AI products, and broader ValonOS usage.
  • Work with Product teams on rollout playbooks.
  • Serve as a two-way conduit between clients and R&D by conducting discovery, surfacing feedback, and supporting feature adoption.

Requirements and Success Profile

  • Ability to quickly understand unfamiliar domains, operating models, and complex client deployments.
  • Ability to use data to diagnose root causes and drive measurable operational outcomes.
  • Ability to create clarity from incomplete data, undocumented legacy behavior, and ambiguous ownership.
  • Strong judgment and ability to make and defend evidence-based recommendations.
  • Ability to build alignment across client leaders, operators, commercial teams, Product, Implementation, ProdOps, and R&D.
  • Fluency with AI tools and coding agents; ability to extend internal tooling and communicate useful product opportunities to engineers.
  • Ownership mindset focused on durable client outcomes rather than ticket management.
  • Ability to develop operating frameworks and playbooks in a new function.

Compensation and Benefits

  • Opportunity to deploy large-scale enterprise software in the highly regulated mortgage-servicing industry.
  • Exposure to complex financial-services operations, AI products, analytics, and enterprise software deployments.

Skills

valonosoperational dashboardsData AnalysisRoot Cause Analysisstandard operating proceduresstaffing modelsAI Toolscoding agentsproduct operationsAnalytics

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