We are seeking a Service Delivery Manager to join our UK or Baltics team. The ideal candidate will have experience in customer success, project management, commercial engagements, or account management.

As a Service Delivery Manager, you will be responsible for and proactively engaging with our top-tier customers. Your primary objectives will be to drive product adoption, ensure a positive customer experience, and foster growth through renewals and retention.

If this sounds like you, apply now, and let's talk!

Your responsibilities include:

• Delivering new customer onboarding;
• Account planning to identify risks and opportunities across your client list;
• Proactively managing renewals, roadmap education, business reviews, and product feedback while advising customers on best practices to achieve success;
• Driving adoption and customer satisfaction utilising data analytics, customer workshops and user surveys;
• Forecasting growth opportunities, churn & downgrade risk within your portfolio;
• Identifying and sharing process improvements required for the stability of strategic accounts;
• Identifying and nurturing referenceable customers within your portfolio;
• Scoping & delivering additional training & consultations;
• Acting as a first point of contact and escalation for your customers;
• Deeply understanding your client's business processes, discovering areas for improvement and introducing new, smarter ways to manage everyday workflow;
• Taking part in the constant improvement of our product and customer journey by sharing feedback from our customers and your day-to-day experience.

We offer:

• 4-day work week without compressed hours;
• Stock options package to all our employees;
• 3 paid medical days;
• 5 weeks paid holiday;
• Health insurance plan 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: see our Instagram and Scoro's Blog!

You might be our newest Scorer if you have:

• Fluent in English and capable of delivering engaging product presentations.
• 2-3 years of experience in Customer Success, Account Management or Project 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.
  
• Proactive in handling customer objections or escalations.
  
• Strong prioritization and organizational skills, with the ability to identify revenue opportunities and lead renewal conversations.
  

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.