At Scoro, our Service Delivery team plays a key role in ensuring customers get the most value from our platform—from smooth onboarding to long-term success. But what does this role actually involve?
To give you an insider’s perspective, we talked with Loore Kääramees, one of our Lead Service Delivery Managers, to talk about her journey at Scoro, what it’s like to lead a team, and her advice for anyone considering a career in Service Delivery.
1. Can you introduce yourself and tell us about your role at Scoro?
I joined Scoro’s Estonian team in 2021 as an Onboarding Expert after several years in the fintech industry, working in support and learning & development roles. In my first years at Scoro, I focused primarily on customer onboarding and product adoption.
In 2023–2024, our department evolved into Service Delivery, merging onboarding and customer success into a single role—Service Delivery Manager. Our mission is to ensure a smooth, seamless customer experience from day one.
2. What does your day-to-day look like, and can you tell us more about the team you lead?
I lead a team of talented Service Delivery Managers who handle a variety of tasks each day, all focused on helping our customers get the most out of Scoro.
As Service Delivery Managers, we guide customers from onboarding to long-term success. We drive product adoption, manage key accounts, and build strong relationships while collaborating with Sales, Product, and Support teams to optimize workflows and ensure an exceptional customer experience.
Our team brings together a mix of skills – strong communication, project management, deep product expertise, and commercial understanding. My team, in particular, focuses on project delivery and product expertise for our highest-value clients.
On a daily basis, I manage a portfolio of clients and projects while also ensuring my team has everything they need to succeed. Customer communication is at the heart of what we do, so I work closely with the Product and Marketing teams to keep customers informed about product updates, provide guidance, and ensure they get maximum value from Scoro.
3. How has your career developed since joining Scoro?
I joined Scoro in 2021 as an Onboarding Expert and, after about a year and a half, was promoted to Senior Onboarding Expert. This role shifted my focus from working with smaller customers to managing key accounts, helping them successfully implement Scoro.
In 2023–2024, our division went through a restructuring, bringing together Onboarding Experts and Customer Success Managers under the title of Service Delivery Manager. Around the same time, I was promoted to Lead Service Delivery Manager on the Strategic team, taking on leadership responsibilities and managing part of the team.
4. What skills have helped you be successful at Scoro?
Being highly structured has helped me a lot. Whether managing implementation projects, driving initiatives, or leading my team and reporting back to my manager, I always ensure everything is well-organized and on track.
I also think quickly on my feet and can make fast decisions. Are they always the right ones? Only time will tell! But that’s something I really appreciate about Scoro—we’re all constantly learning. When mistakes happen, we address them together as a team. It’s all about honesty and collaboration, and I know I can always count on my team to have my back.
5. How would you describe the company culture at Scoro?
Supportive – Everyone here is incredibly helpful, intelligent, and friendly. You can always rely on your team, and it’s just as easy to reach out to people from other teams for their input or advice. There’s a real sense of collaboration.
Flexible – We have the freedom to work remotely, but many of us naturally gravitate to the office because the atmosphere is great. People often stay longer just to chat or take part in fun events like wine tastings, movie nights, or game nights. It’s a workplace where you genuinely enjoy spending time.
6. What do you like most about working at Scoro?
The trust and flexibility we’re given. I never feel like just a number—I feel like a valued part of the team, and that trust makes all the difference. There’s no micromanagement or constant oversight; instead, everyone is empowered to do what they do best. It creates an environment where you can truly take ownership of your work and grow.
7. What’s your best advice for someone who wants to be a Service Delivery Manager at Scoro?
Be transparent and curious. Honesty is key – we’d rather you admit when you don’t know something than pretend or assume. This applies to both internal teamwork and client interactions. Asking questions and taking initiative in your learning will set you up for success and help you grow into the role.
If you want to be part of our journey, check out our Open Roles and send your application today. If you cannot find a suitable position, save your interest on our Connect page, and we will contact you when a job that matches your profile opens.
