Service Manager - MidMarket

Meet the job

As a Senior Service Manager, you have oversight of a portfolio of current “Run”- in- production customers. You will develop and own the Service Excellence practice with a focus on improving customer satisfaction, quality and stability with our in-production clients.  

You promote active, strategic customer engagement at the highest stakeholder levels. Collaborating closely with the CS leadership and cross-functional and technical teams, you act as the primary point of contact for your assigned portfolio of customers and Backbase-run or Partner-run programs.

In addition, you bring critical thinking skills and proactive leadership, you champion end-to-end service thinking and align platform development with customers' strategic goals. 

Success in this role requires a hands-on, customer-focused and technically minded approach.  As a representative of Backbase, you exhibit high responsiveness, motivation, and a clear, mutually beneficial commercial perspective, establishing and nurturing strong relationships with customers while driving business success.

Qualifications

• 8+years experience in a consultative, client-facing Senior Service/ Service Delivery or Program/Portfolio Management role
• Solid experience in an information and/or project management with a fast-paced Software/ SaaS company or consultancy, preferably focused on the banking, financial services or fintech domain
• Clear customer focus with experience managing C level clients
• Experience in startup / scaleup environment
• Collaborative management style;  big picture perspective and results orientation
• Agile practitioner and coach
• Bachelor's degree or higher
• Excellent soft skills: active listening, objection handling, reasoning, debating, influencing and presenting.