We are seeking an experienced and dynamic Service Delivery Manager to join our company.
The Service Delivery Manager is a critical role within the Customer Success organization. He/She is responsible for providing actionable insights that drive improved performance and collaboration - and ultimately drive improvements in revenue and the lifetime value of our customers. He/She will also facilitate the execution of growth initiatives through the identification of revenue generating opportunities.
About Us
At 411 Locals, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.
Scope
- Provide actionable insights into opportunities to increase the value provided to our customers, and manage key projects that drive revenue growth and retention.
- Define, lead and drive projects focused on adding value to our customers.
- Quickly become and serve as the trusted advisor to the 411 Locals leadership team.
- Drive and deliver programs that result in strategic and financial value for the customer and 411 Locals.
Minimum Requirements
- 5-7 years of professional experience, ideally in call center, process improvement, program management or process improvement roles.
- Experience developing revenue programs in the SMB market focusing on high volume, small ticket items.
- A strong point of view on how to measure customer value and a proven history of defining and building programs to increase customer value through increased retention and/or new service offerings.
- Exceptional quantitative, analytical, and statistical skills.
- Strong problem definition and structured problem analysis, able to question the status quo in a constructive way.
- Exceptional verbal and written communication.
- Excellent stakeholder management, able to build rapport, manage and facilitate relationships with geographically distributed teams and stakeholders across multiple functions, business units and time zones.
- Exceptional organizational, task and project management skills; attention to detail at “all levels of altitude.”
- Always driving for results; strong deadline and goal orientation; resourceful in pursuit of project objectives.
- Strong business acumen.
Responsibilities
- Serve as a strategic thought partner for leadership as it relates to understanding and leveraging insights in the customer value of existing services.
- Dive deep into the customer value proposition, identify areas of opportunity and develop strategies to increase customer value.
- Establish a second layer value understanding through continuous investigations of the behaviors of our customers’ customers.
- Define and manage our customer impact programs focusing on adding value across the customer journey.
- Own the CSAT and NPS collection process, reporting and improvement initiatives.
- Marry customer retention and value perception to identify key levers that drive customer lifetime value and work with cross-functional teams to incorporate lessons learned into the business rhythm.
- Design and deliver customer business cases that report on results delivered; and help develop other insights and collateral that are based on collected data.
- Other duties as assigned.
Work Conditions
- Remote Full-time
- Monday - Friday, 7 am - 4 pm PST
Compensation
Base Rate + Bonus
KPIs
- Customer Paid %
- Customer Retention %
- CSAT/NPS
- Revenue growth for selected focus areas
- Ontime completion of project deliverables
Company Values
- Get Stuff Done, Deliver Results, Own It!
- Directly Communicate, Fiercely Collaborate
- Innovate Always and in All Ways
- Domain Experts, Company Experts
- Growth: Customers, Company, People
At 411 Locals, we are committed to fostering the growth and development of our employees. We provide clear career paths and advancement opportunities for both non-sales and sales roles. We believe in recognizing and rewarding exceptional performance and dedication.
Join 411 Locals and empower small businesses globally. Experience a collaborative and innovative environment that fuels growth. Achieve meaningful results and create a future where everyone wins.
To apply, please submit your resume outlining your relevant experience. We look forward to reviewing your application!
Note: Only shortlisted candidates will be contacted for further evaluation.
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