Service Delivery Manager
1 day ago
Meet the job
As a Senior Service Manager at Backbase, you will oversee a portfolio of current "Run"-in-production customers. Your primary focus will be on developing and owning the Service Excellence practice, with a strong emphasis on improving customer satisfaction, quality, and stability with our in-production clients.
Key Responsibilities:
- Develop and implement strategies to enhance customer satisfaction and loyalty
- Collaborate closely with cross-functional and technical teams to ensure seamless service delivery
- Act as the primary point of contact for assigned customers and Backbase-run or Partner-run programs
- Champion end-to-end service thinking and align platform development with customers' strategic goals
- Establish and nurture strong relationships with customers while driving business success
Requirements:
- 8+ years of experience in a consultative, client-facing Senior Service/Service Delivery or Program/Portfolio Management role
- Solid experience in an information and/or project management with a fast-paced Software/SaaS company or consultancy, preferably focused on the banking, financial services, or fintech domain
- Clear customer focus with experience managing C-level clients
- Experience in a startup/scaleup environment
- Collaborative management style; big picture perspective and results orientation
- Agile practitioner and coach
- Bachelor's degree or higher
- Excellent soft skills: active listening, objection handling, reasoning, debating, influencing, and presenting
What We Offer:
At Backbase, we are committed to providing our employees with a dynamic and challenging work environment that fosters growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
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