Service Delivery Manager
- Stockholm, Sweden
- Department: Customer Success
Do you want to be a part of a growing and energetic startup with a product spanning 190 countries?
Tradeshift is disrupting the enterprise software space in a big way. B2B has entered the Platform Era and we are leading the charge! Tradeshift connects companies of all sizes and provides them with the platform, network, and tools needed to develop apps and communicate in real-time. We are redefining an enterprise space that has seen little change in many years.
As the Service Delivery Manager, you will be responsible for the operational and tactical relationship with the customer and its satisfaction once the Customer is live on Tradeshift platform/s. You will be the main asset within Tradeshift for the overall knowledge of the Customer, it’s set up, its business processes and the usage of Tradeshift products and services.
Provide relationship management from GoLive and collaborate with all responsible resources (internal and external) to deliver and meet contractual commitments.
Ensure & monitor client service deliverables to attain contractual service levels and compliance
Increase customer satisfaction to ensure a smooth support flow and enable customer’s trust in Tradeshift products and services
Host of recurrent forums, face to face or web conference meetings to review status of delivery and participate in Service Delivery meetings with Customers and Client Executive
Oversee customer escalation management of support tickets, ensure timely resolution and share the voice of the customer to other stakeholders
Drive, follow up and finalize continual functional improvements in processes, reporting, procedures and daily delivery to customers. Partner with other departments when needed
Remain actively involved and informed during projects (for new customers as well as existing customers when expanding geographically to other countries, supporting technically with new applications or contractually when adding options).
You must be fluent in both English and Swedish
2+ years experience customer support and/or implementing software in the enterprise space
Excellent communication, presentation and highly refined interpersonal skills
Driven to make customers successful, regardless of challenges or obstacles
Skilled at helping customers adopt best practices and standardization
Strong prioritization and collaboration skills
Understands business processes and the interaction with IT systems
Nice to Have: Procure-to-Pay business process experience
High energy; thrives in complex, challenging and sometimes stressful situations
Bachelor's degree in Business, Technology or Computer Science and/or related field
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.
Shifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.
We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
An ambitious, international start-up, dedicated to changing the way in which companies conduct business
A self-driven and high-performance culture
A competitive compensation package including options
Snack provided daily
Fun team activities