Service Delivery Manager

  • Copenhagen
  • Full-time

Company Description

Tradeshift is disrupting a stale e-invoicing, procure to pay, and financial solutions market. We are connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing,  payments, and workflow. Tradeshift is redefining an enterprise space that has seen little change in many years. We recognize that business is messy and business is social. Understanding these two facts drives the development of Tradeshift - a platform for all your business interactions. 

Job Description

  • Relationship Management from GoLive:
  • Collaborate and coordinate with all responsible resources (internal and external) to deliver and meet contractual commitments.
  • Be the organizer and host of the Service Delivery Meeting
  • Oversee Customers escalations and be responsible to follow up on them SDM shares the Voice of Customer in a constructive way.  The SDM reports to the CSM on a regular basis
  • Contract management and compliance:
  • Knowledge of customer’s operations, integrated solutions and business needs
  • Participation in tactical meetings with customer and Customer Success Manager
  • Ensure & monitor client service deliverables to attain contractual service levels
  • Customer Experience:
  • Increase customer satisfaction to ensure a smooth support flow and enable customer’s trust in Tradeshift products and services
  • Escalation management of support tickets and ensure timely resolution
  • Hosting of recurrent forums to review the status of delivery, e.g. regular operational review calls
  • Global Service Plan and Service Improvement Plan:
  • Identify, drive forward and follow up with client continuous improvements in the service delivery practice
  • Change Management: Increase the system usage throughout the FREQS process Own the business FREQS for your customer´s portfolio
  • Create the value awareness of newly released functionalitiesProvide product Release Information to customers

Qualifications

  • Fluency in English and Norwegian are required
  • 2+ years of experience in a customer care position ideally B2B
  • High energy; thrives in complex, challenging and sometimes stressful situations
  • Excellent verbal and written communication
  • Ability to lead customer calls and meetings on a weekly/bi-weekly basis
  • Skilled, efficient, resourceful and tenacious problem solver

Additional Information

Culture & Perks:

Tradeshift is a very special place. What makes and keeps us special is our people and how we work together. Our culture was formed from day one when three Danes poured their heart and soul into creating a platform that could connect every business in the world. We expect each employee to approach their job at Tradeshift with the same amount of pride and passion and embody the Tradeshift culture that makes us the best company in history.

At the center of Tradeshift’s values is the belief that the single most important thing we do is continue to hire the best people and create a workplace where they can thrive. To reward our employees for the great work they’re doing we offer a number of perks and benefits, including:

  • Ambitious international startup
  • A highly skilled international team that is working on a global product from a strong strategic vision
  • Competitive compensation package
  • Flexible working hours
  • Company laptop
  • Friendly and relaxed working atmosphere
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