Service Delivery Manager

Your responsibilities include:

• Managing cancellation, downgrade and escalation conversations;
• Identifying, tracking, managing, and driving strategies for at-risk accounts in your client segment;
• Acting as an escalation point for junior members of the team & escalating to lead where required;
• Scoping of and managing additional training for Success on Demand customers.
• Collating and sharing product feedback from your segment of customers;
• Identifying and managing upsell opportunities across the base;
• Establishing and leading automation and improvement initiatives for the success of on-demand workflows;
• Forecasting upsell, downgrade and renewals;
• Delivering workflow optimization, new feature consultations, roadmap education and onboarding clients.

We offer:

• 4-day work week without compressed hours;
• Stock options package to all our employees;
• 3 paid medical days;
• 5 weeks paid holiday;
• Wellbeing and mental health services;
• Maternity and paternity leave;
• Individual budget for books or courses & access to the Udemy learning platform;
• Remote work for candidates based in the UK or a hybrid setup at our Tallinn or Riga offices;
• Annual global events in Estonia;
• An international team and unique company culture built on trust, common sense, and a dose of laughter.

You might be our newest Scorer if you have:

• 2-3 years of experience in Customer Success or Account Management in a SaaS company, with a proven track record of achieving targets;
• Strong ability to understand clients’ business processes, identify areas for improvement, and introduce smarter workflow strategies;
• Experience managing customer relationships and projects, with the ability to advise on technical aspects such as site configurations, data migration, and integration setups;
• Excellent communication skills, with the ability to explain complex concepts clearly and concisely in both 1-on-1 and group settings and deliver engaging product presentations;
• Proactive in handling customer objections or escalations;
• Strong prioritization and organizational skills, with the ability to identify revenue opportunities and lead renewal conversations;
• Fluent in English

You get extra points for:

• Experience with Planhat and Zendesk;
• Experience working in the Agency sector;
• Project management experience.

Please do not see everything in this job ad as a “must have” but rather as a guiding list of what we’re looking for. We know that no candidate will be the perfect match for all we’ve mentioned in this posting, so don’t be afraid to apply if you feel you’re close to the brief but not “spot on”.

At Scoro, we’re an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.