About the Role You will be the champion of the customer, overseeing the Service Delivery and Customer Support teams while ensuring clients experience seamless, high-quality service. The platform is mission critical, used by enterprise customers worldwide for support, integrations, product enhancements, and new software modules. You will also work closely with the development team to ensure client-facing software projects are delivered on time, to specification, and with consistent quality. You will be the voice of the customer and you will steer client-facing software projects. Strategic and hands on. Strategic thinking and operational execution will go hand in hand.
Key Responsibilities
- Lead and manage Service Delivery, Customer Support, and client services functions, ensuring exceptional client experiences.
- Oversee delivery of client-facing software projects, ensuring timelines, quality, and expectations are met.
- Collaborate with development teams to translate client requirements into actionable deliverables.
- Drive continuous improvement across client support, service delivery, and software development practices.
- Act as the escalation point for complex client issues, ensuring swift and effective resolution.
- Build and maintain strong client relationships, acting as a trusted advisor.
- Define and monitor key performance metrics (SLAs, CSAT, delivery targets).
- Mentor and inspire teams, promoting accountability, innovation, and excellence.
- Contribute to strategic initiatives and client engagement strategies as a member of the leadership team.
- 10+ years of experience in technology or software roles, ideally within SaaS or enterprise software environments.
- 4 to 5 years in managerial or leadership positions overseeing service delivery, development, or operations teams.
- 2+ years in client services or technology-based account management, managing enterprise clients or large-scale projects.
- Strong knowledge of software development processes, agile delivery, and IT service management (ITIL desirable).
- Exceptional communication, stakeholder management, and problem-solving skills.
- Proven ability to lead cross-functional teams and manage competing priorities in a fast-paced environment.
- Competitive salary and bonus structure.
- Ongoing professional development and growth opportunities.
- Flexible work arrangements within a dynamic and innovative environment (hybrid, 3 days in office).
- The chance to lead a talented, diverse technology team.
- Opportunity to help shape the future of a fast-growing global SaaS company.
If you are a visionary leader passionate about delivering exceptional client experiences and thriving in a high-growth, innovative environment, we would love to hear from you. A full overview of the company and opportunity will be provided. Apply now quoting #268541.
