Service Delivery Manager

TL;DR

Service Delivery Manager: Ensuring Premium customers receive top-notch support and service delivery for hirify.global open source solutions, with an accent on technical escalation management, building strong customer relationships, and driving customer satisfaction. Focus on proactive support, service reviews, and collaborating with internal teams to achieve customer outcomes and contract renewals.

Location: Global Services Americas function; must be able to travel to customer sites up to 50% of the time. This role is expected to be filled in the United States of America.

Salary: $88,000–$161,000 USD (base salary for US candidates, plus commission plan and attractive benefits package).

Company

hirify.global is a global leader in innovative, reliable, and secure enterprise open source solutions, trusted by over 60% of the Fortune 500.

What you will do

• Manage technical escalations with finesse and drive improved customer satisfaction for Premium customers.
• Build strong relationships with assigned customers, acting as their primary point of contact and understanding their use of hirify.global products.
• Collaborate closely with assigned Premium Support Engineers and internal teams to provide solutions and ensure cases are resolved promptly.
• Facilitate Service Reviews with customers to report on cases, goal status, opportunities, and recommendations.
• Assist in selling the value of hirify.global services to meet quarterly targets and ensure proactive support to maximize renewals.
• Be available for after-hours customer escalations for critical system down situations via cell phone.

Requirements

• Bachelor's degree or equivalent work experience.
• 3 to 5 years of experience delivering in customer-facing roles such as Customer Success, Delivery Management, or Support Services.
• Proven ability to take initiative, work independently, and collaborate with remote and diverse teams.
• Strong understanding of service and support businesses.
• Excellent written and verbal communication skills, with experience presenting to all levels of management.
• Solid understanding and experience with office suite products for presentations.

Culture & Benefits

• Empowerment to be bold, driving your career and creating the future you want.
• Work in a dynamic, rapidly evolving environment that requires agility and entrepreneurship.
• Join a global community of unique individuals, celebrated and rewarded for achievements.
• US benefits include a comprehensive medical plan, life and disability insurance, 401k, Employee Assistance Programme, and generous paid time off and leave policies.

Hiring process

• This role is subject to successful background checks, including criminal, credit, and employment references.