Customer Success and Service Delivery Manager

Gentrack • London, CA

42d • Hybrid

About The Position

The Customer Success, Service Delivery, and Account Manager (CSM) is responsible for owning and developing strategic customer relationships with a balanced focus on service excellence, operational delivery, account growth, customer engagement, and long‑term success.
This role combines proactive account leadership with hands‑on service delivery oversight, ensuring customers receive consistent value from Veovo solutions through both strong relationship management and reliable operational performance.
The CSM is accountable for executing effective account plans, driving customer adoption, identifying commercial opportunities within existing customers, and ensuring a high‑quality, predictable service experience. They act as the customer’s advocate internally, coordinating cross‑functional teams to ensure commitments are met, issues are resolved efficiently, and services are delivered in line with agreed SLAs and expectations.
Working closely with internal technical, product, and support teams, the CSM aligns customer objectives with Veovo solutions while also leading governance activities, monitoring service performance, managing escalations, and ensuring continuous improvement across the customer lifecycle. The role balances relationship leadership and revenue expansion with a strong emphasis on service delivery management, operational coordination, and customer satisfaction.

Requirements

• Demonstrated experience in account management, enterprise sales, or customer relationship management in a B2B or technology environment.
• Strong commercial awareness with the ability to identify and develop growth opportunities.
• Proven relationship management skills with the ability to engage both technical and non‑technical stakeholders.
• Experience developing and executing strategic account plans and managing customer pipelines.
• Excellent communication, organisation, and collaboration skills.
• Ability to work effectively across cross‑functional teams.
• Customer‑focused mindset with a commitment to delivering high‑quality engagement.

Responsibilities

• Own and execute strategic account plans that align customer objectives with Veovo capabilities and growth opportunities.
• Build and maintain trusted relationships with key stakeholders to drive satisfaction, retention, and expansion.
• Lead customer engagement activities including business reviews, performance discussions, and strategic planning sessions.
• Identify, qualify, and progress commercial opportunities within accounts while maintaining accurate pipeline visibility.
• Coordinate preparation of governance materials and internal communications to support customer engagement and alignment.
• Lead service delivery meetings with the customer, including collating the relevant supporting information.
• Produce quotes for small projects and change requests. Coordinate delivery of such services.
• Act as escalation for issues relating to customer satisfaction, including incident management and items related to small projects delivery.
• Represent Veovo whilst communicating with customers without 'surrendering' Veovo's needs
• Prepare and provide quality and performance reporting relating to solution(s) and/or managed service
• Share Product Roadmap(s) with customers and support the Product Management team in the management of customer expectations on feature delivery.

Benefits

• Working with cutting edge technologies in a small and ambitious team in a flat company structure
• Rapid growth opportunities and structured professional training
• Flexible working hours and remote work possible
• Exciting and innovative projects in the aviation industry

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed