Service Delivery Manager

1 day ago


Atlanta, Georgia, United States Backbase Full time
Senior Service Manager

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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