Delivery Service Manager - Midmarket Customer Success (Enterprise Software)

Join our Customer Success team and play a pivotal role in delivering exceptional experiences for key clients in our US Hub. As the Delivery Service Manager, you'll wear many hats managing implementation projects, collaborating closely with our teams, and acting as the primary point of contact for your customers. Own the Customer Success journey for Backbase's Midmarket... As the Delivery Service Manager you will become the champion of exceptional service for our Midmarket customers. This includes regional banks and Credit Unions (up to $30B AUM). You'll wear multiple hats, bringing innovative ideas and a passion for customer journeys to ensure every interaction exceeds your customers’ expectations. Imagine yourself: Leading the charge: Implementing and promoting best practices that propel customer satisfaction and retention to new heights. Becoming a trusted advisor: Providing hands-on support and guidance to new clients, ensuring they’re successfully onboarded every step of the way. Evangelizing service excellence: Sparking a "customer journey-led" mindset across Backbase, elevating your expertise to guide others. Making a real impact: Witnessing your work directly contribute to the growth and success of both clients and Backbase itself. What you'll do • In partnership with the Customer Success Director, you will be responsible for the development and ownership of service excellence with a focus on improving customer satisfaction levels with our production clients • To report and provide oversight to senior management on efficiency, effectiveness and continuous improvement of service excellence whilst working collaboratively with all other business areas • Mentoring and development of service excellence (end-to-end service thinking & ‘customer journey-led’ working) to the highest possible standards • Provide the Customer Success Director and senior stakeholders input to customer issues and ensure service excellence through to resolution, ensuring all follow up actions are delivered in accordance to SLAs/OKRs • In partnership with the Customer Success Director, support customer discussions and gathering feedback to build meaningful business relationships and drive loyalty with our production clients • Analyzing statistics and compile accurate reports on service levels for the senior management team • Maintain an orderly workflow according to priorities ensuring service excellence is working to maximum efficiency • Ensure SOC2 compliance is always maintained. • Ensure Managed Service check lists are completed and maintained. • Interface with senior contacts in management, cross departments and our customer base, to ensure all service standards are met and exceeded • Set objectives & key results (OKRs) for service excellence and monitor delivery against these to increase customer and partner satisfaction levels and improve and maintain retention levels • During any P1/P2 outage, you will lead the incident management process for Backbase and the customer. You will coordinate across Backbase and Customer teams to ensure timely resolution of the outage and provide a clear Root Cause Analysis within relevant SLA. Who you are • Master’s degree or equivalent required, preferably in service management or related discipline; • Strong business acumen and 15+ years of experience in a global SaaS or consultancy environment, preferably focused on financial services domain; • You have implemented and led service excellence in a fast-paced international SaaS company before; • You have solid understanding of enterprise-level software and services, and key concepts in the development, implementation, maintenance and operation of such products; • You are customer-centric, service oriented and have the ability to work with others to develop joint solutions and break down barriers; • You have a management style that is collaborative, energetic and results-oriented; • You are pragmatic, have an innovative thinking with a passion for problem-solving; • You take ideas and concepts, and visualize them in ways such that they are communicated effectively and compellingly for internal leaders, partners and customers; • You have strong written and verbal communication skills in English