Service Delivery Manager
About The Position
The Service Delivery Manager works proactively with priority customers to ensure their ChargePoint support programs are delivered successfully. The Service Delivery Manager owns the support relationship with the customer, in partnership with the rest of the account team. The Service Delivery Manager is responsible for customer satisfaction, creating promoters and loyal customers willing to purchase additional services, spread positive word of mouth, and act as willing references. For support escalations, the Service Delivery Manager ensures effective resolution of escalations by serving as a point-of-contact to the customer and as a customer advocate to internal teams.
Requirements
- 5-8 years of experience in account management, or customer success in a support environment focused on technical support, hardware and/or software
- Excellent written and verbal phone communication skills
- Bachelor’s degree
- Demonstrated skills in problem solving, managing competing priorities, influencing peers, removing ambiguity, and action planning
- Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM and case management systems
Responsibilities
- Onboard customers to their support programs
- Develop a trusted advisor relationship with customer stakeholders
- Represent the voice of the customer within ChargePoint
- Report on account health internally and externally:
- Identify, communicate, and mitigate account risks with support programs
- Produce presentation material/reports and perform routine reviews of support program delivery with the customer
- Communicate account status and concerns to senior leadership within ChargePoint
- Monitor support case progress to ensure all support SLAs are met
- Intervene proactively by raising internal support escalations if an SLA is at risk
- Serve as a customer advocate, handling support escalations received from the customer by working with internal teams
- Track support metrics, driving necessary improvements inside the organization when metrics are not met
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
