Service Manager

4 weeks ago


Old Toronto Ontario, CA Backbase Full time

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, championing end-to-end service thinking and aligning 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/Account Management role
  • Solid experience in information and/or project management with a fast-paced Software/SaaS company or consultancy, preferably focused on the financial services or fintech domain
  • Clear customer focus with experience managing C-level clients
  • Experience in a 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, presenting in English and local language.
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