Service Delivery Manager

4 weeks ago

Toronto ON, Canada Tundra Technical Solutions Inc. Full time

Our major Saas based company in Financial Services is looking for a Service Delivery Manager / Sales Support Resource who will be responsible for the migration of Accountant clients onto their new cloud based software.

They will be required to troubleshoot complex issues impacting the migration and customer experience. Work to resolve all escalated technical issues and verify customer satisfaction with the resolution. This role will be both internal and external customer facing, and will also help run experiments and projects that provide insights and learnings on customers’ behavior to continuously improve customer experience E2E.

Primary Responsibilities

  • Managing the seamless onboarding of Partner Accountant new and existing clients onto new platform delivering an experience so profound that customers love using our products and services and actively recommend them to others
  • Supporting the Sales Team by providing consultative support to the Partner Accountants
  • Validate Salesforce account order and BDM submission
  • Liaison between internal sales team and external customer
  • Create onboarding plan and communicate to relevant stakeholders and execute to timelines
  • Manage complex migrations and communicate internally & externally of progress against target
  • Work across multiple internal and external customers and raise any issues immediately
  • Set up after sales appointments for Sales Team if required
  • Communicate and introduce the Partner Accountant and/or clients to the Care Team for future support
  • Report on compliance of internal sales team and adherence to process
  • Assume ‘post sale’ responsibility for account set up and confirmation of units sold
  • Identification of sales or growth opportunities and communication to Leadership team
  • Develop proficiency and knowledge of Intuit’s products and solutions with the ability to clearly communicate appropriate recommendations to address customer needs
  • Collaborate closely with other team members and a set of cross-functional business unit colleagues to drive result
  • Be creative in time management to prioritize workload and suggest developments to process to streamline after sales support
  • Deliver a high level of service to our customers, showing we care about them
  • Learn and utilizes specific software tools and problem solving strategies to solve for customer issues, develops and prioritizes recommendations for product and process improvements
  • Apply systems and process thinking to design solutions to identified customer problems / opportunities

Qualifications

  • Strong problem-solving and analytical orientation with the ability to identify root cause of issues, develop recommendations and influence others
  • Demonstrated technical aptitude and skills
  • Strong business and financial acumen
  • Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
  • Excellent written and verbal communication skills; ability to communicate technical and other findings across organizational levels
  • Customer-focused, with a passion for delivering the best possible customer experience
  • Commitment to operational excellence and ongoing personal growth
  • Results oriented, while respecting people and maintaining integrity without compromise
  • Ability to manage multiple priorities within a fast paced environment
  • Degree or equivalent relevant experience a plus
  • Accounting knowledge or experience is a plus

Job 70059

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