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Service Delivery Manager

4 months ago

UK, UK, United Kingdom RedCat Digital Full time

Service Delivery Manager – SaaS Products

18 months Contract

Start: ASAP

Rate: £170/day / £850/week - Inside IR35

Location: London Office / Hydrid - Commuting to London 2 days a week, 3 days WFH (No remote)


We are currently searching for a forward thinking, Outbound Service Delivery Manager to join this well-known fintech business within the Service Delivery Team.


Experience:

  • Experience from a SaaS or Software environment is essential.
  • Out bounding to their customers (and prioritizing the right customers first)
  • Customer success / Account Management / Post-sales support - NOT simply IT service desk experience


The Service Delivery Team is responsible for working with their customers to accelerate adoption, resulting in reduced attrition and active recommendations to others. You will take ownership of projects and experiments to help determine the best way to engage with their customers at every level and help drive a continually innovative customer experience.


Responsibilities

- Develop proficiency and knowledge of their products and solutions.

- Work in partnership with Account Managers to identify and prioritise customers with opportunities to increase and accelerate the adoption of their products.

- Provide consultative support while devising & executing plans with their customers to enhance the value they realise from the use of their products.

- Deliver education and training to create long-term product self-sufficiency in their Customers and their customers clients.

- Manage and participate in experiments and projects to find alternative methods to drive active use, retention and up-sell.

- Manage and participate in cross-departmental projects to help the continued development of the offering to their customers.


Skills / Values

- Ability to build urgency with partners by creating value in their business.

- Effectively manage relationships with multiple external partners and internal sales teams.

- Proactively plan your time and act with speed to maximise performance.

- Ability and desire to learn while staying up to date with the appropriate software solutions.

- Experience in engaging with customers via outbound calls and emails, with excellent written, verbal and presentation skills.

- Experience delivering software-based product onboarding or training.

- Displays tenacity and a ‘can do’ attitude to maximise reach across customer base while working autonomously.

- Customer Obsession – focused on deeply understanding their customers’ pain points in order to deliver the most appropriate solution that meets their customers’ needs.

- Stronger Together – works to identify and build relationships with all relevant internal and external stakeholders to deliver results.