Account Service Manager
Deliverect
Administration
Toronto, ON, Canada
Posted on Feb 5, 2025
Deliverect
As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.
Department Focus
At the core of our approach is a simple mantra: customers first. We don't just work for our customers; we work with them, closely understanding their unique needs and challenges. This collaborative effort allows us to not only grasp their objectives but to intricately align our solutions with them.
Our collaboration extends beyond departmental lines. We work hand-in-hand with other teams at Deliverect as well as with our customers' teams, ensuring our solutions seamlessly integrate into their existing operations. Our commitment is to be more than a service provider; we strive to be a trusted partner, guiding our customers through the ever-changing digital landscape and helping them achieve their business goals. Welcome to a team that doesn't just manage accounts; we architect global success stories.
Your Impact
As an Account Service Manager at Deliverect, you will be responsible for managing customer relationships, ensuring service delivery excellence, and driving customer satisfaction. Serving as the primary operational contact, you will work closely with customers to understand their needs, resolve service-related issues, and optimize their experience with Deliverect’s products. You will oversee the operational health of key accounts, monitor performance metrics, and collaborate with internal teams to enhance service quality. Your ability to proactively address challenges and provide technical insights will be essential in maintaining strong partnerships and maximising customer value.
A Typical Day
- Reviewing key customer accounts, ensuring service delivery aligns with SLAs and customer expectations.
- Proactively engaging with customers to understand their current challenges, providing consultative solutions and technical insights.
- Monitoring performance metrics such as NPS, retention, and service growth, identifying opportunities for improvement.
- Collaborating cross-functionally with Account Managers, Product Teams, and Logistics to address operational challenges and enhance service quality.
- Acting as an escalation point, resolving service-related issues efficiently while maintaining strong customer relationships.
- Participating in customer service calls, offering actionable insights to improve customer satisfaction and operational efficiency.
Your Expertise
- 5+ years of experience in customer relationship management, service delivery, or operations within the SaaS, hospitality, or technology sectors.
- Excel in customer relationship management, demonstrating the ability to build trust, navigate escalations, and align services with customer needs.
- Possess operational and service delivery expertise, ensuring adherence to SLAs, contract terms, and efficient issue resolution.
- Have strong technical knowledge, with familiarity in hospitality technologies, Python, REST API, SQL, BigQuery, and Looker.
- Demonstrate exceptional communication and presentation skills, effectively conveying technical and operational insights to customers and internal teams.
- Are data-driven, leveraging KPIs and analytics tools to optimise service quality and enhance customer satisfaction.
- Thrive in a fast-paced, collaborative environment, working cross-functionally to drive results.
Additional Information
- This role offers a hybrid work arrangement, 3 days in our downtown Toronto office and 2 days working from home.
- Fluency in English is required; additional languages are a plus.
- In addition to the specific requirements outlined, candidates should thrive in a fast-paced, competitive environment, demonstrate high motivation, independence, and teamwork, and be committed to achieving common goals within the organization.
Join Deliverect: Where You Shape Tomorrow's Success
At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fuelled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.
What We Bring to the Table:
Unicorn Status: Join a fast-growing SaaS unicorn at the forefront of the order management industry.
Learning Opportunities: We invest in your growth with a dedicated learning budget and clear learning pathways.
Inclusive Policies: Our paternity/maternity policies, enhanced vacation entitlement, and working arrangements reflect our commitment to your success.
Diverse Team: Become part of an international team that values diversity, fostering a culture of transparency and visibility.
A Peek into Life at Deliverect:
Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated.
Innovation Hub: Immerse yourself in a culture of constant innovation, where weekly releases and new features keep our products at the forefront.
Big Challenges, Bigger Solutions: Be part of a mission to solve some of the global tech industry's most significant challenges.
Equal Opportunities at Deliverect:
We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.
Rights to Work:
While we welcome diverse backgrounds, it's crucial to note that applicants must have the legal right to work in the country of the role. Though we value contributions from various backgrounds, we currently can't offer financial support for relocation or travel assistance.
Supporting Your Journey:
If you need assistance or support during our recruitment process or require accommodations due to a disability, reach out to us at talent@deliverect.com. Join Deliverect, a workplace where culture meets career advancement.