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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service delivery and customer success, with a strong focus on managing strategic customer relationships, SLA performance, and operational oversight. Proficient in coordinating across teams and improving processes based on service data and customer feedback.
Highest-signal resume keywords
Service Delivery ManagementSLA Performance MonitoringCustomer Relationship ManagementOperational OversightStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service GovernanceProcess ImprovementService ReportingEscalation ManagementQuality AssuranceCustomer Success PlanningAccount ManagementProject ManagementTicketing SystemsTime-Recording Systems
Soft Skills
Strong CommunicationRelationship BuildingProactive Problem SolvingMulti-Priority ManagementCustomer-Focused Delivery
Tools & Technologies
ERP SystemsCRM SoftwareSaaS EnvironmentsBusiness SoftwareReporting Tools
Certifications & Qualifications
Relevant Qualification in BusinessService ManagementOperationsProject ManagementInformation Systems
Industry Keywords
Customer SuccessSupport OperationsHigh-Value ClientsService ImprovementCommercial Account Support
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Strengthen support operations and ensure satisfaction, retention and success of assigned high-value and strategic customers
- Provide service governance, operational oversight, relationship management and escalation leadership
- Own the service experience, satisfaction and success of assigned strategic customers
- Provide operational oversight of the support desk and ensure support queries meet agreed standards
- Coordinate across support, consulting, projects, sales, finance and leadership
- Operate within a global framework and collaborate with teams across multiple time zones
- Maintain end-to-end visibility of support queries and reinforce standards for ticket notes, diagnosis, communication, handovers, resolution evidence and closure
- Monitor support queues, identify breaches, bottlenecks, capacity constraints and quality concerns, and intervene when needed
- Coordinate workload, specialist input and cover with support leads and consultants
- Convert recurring issues and avoidable rework into process improvements, knowledge articles, training and service controls
- Own service governance and operational experience for assigned strategic customers
- Monitor SLA performance, support-hour utilisation, commitments, escalations and risks
- Conduct service reviews, customer check-ins, action logs and performance reporting
- Communicate proactively about service status, incidents, support balances, renewals, top-ups and interruptions
- Ensure support activity is recorded, tracked and billed according to contractual commitments and customer outcomes
- Build trusted relationships with key customer stakeholders and act as visible service lead for assigned accounts
- Monitor satisfaction through feedback, service reviews, sentiment, complaints and delivery performance
- Coordinate escalations through resolution and develop recovery plans for dissatisfaction or commercial risk
- Close the loop after significant incidents and capture lessons learned
- Report on queue health, SLA performance, ageing, reopen rates, utilisation, customer sentiment, risks and actions
- Provide leadership updates on service quality, customer health, escalations and retention risks
- Partner with sales, client expansion and finance teams on renewals, top-ups, scope clarifications, billing queries and service opportunities
- Recommend improvements to processes, tools, knowledge, staffing and communication using service data and customer feedback
- Promote consistent ownership, accountability, responsiveness and customer-focused delivery
Requirements
What you’ll need- Minimum five years of relevant experience in service delivery, customer success, account management, support operations, consulting or professional services
- At least two years managing strategic customers, SLAs or complex service escalations
- Relevant qualification in business, service management, operations, project management, information systems or a related field; equivalent relevant experience will also be considered
- Experience managing SLA customers, service reviews, escalations or high-value client relationships
- Strong written and verbal communication, service reporting and stakeholder-management skills
- Ability to manage multiple priorities and work effectively in a fast-paced, distributed environment
- Preferred: experience with ERP, HRP, payroll, accounting, SaaS or business software environments
- Preferred: familiarity with service management, CRM, project management, ticketing, reporting, time-recording or billing systems
- Preferred: experience working with distributed teams and customers across regions or time zones
- Preferred: exposure to service improvement, quality assurance, customer-success planning or commercial account support
- Ability to sit and work at a computer for extended periods
- Ability to communicate effectively with a diverse audience in person, by phone and by computer
Benefits
Comp & perks- Full-time position
- Flexible and regular full-time schedule
- Remote work setting with onsite travel flexibility
- Inclusive and diverse work environment
- Equal opportunity employment