Account Service Manager

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

**Department Focus**

The Global Success Architects at Deliverect are a team of highly skilled professionals passionately dedicated to propelling global businesses to success in the digital age. By crafting and executing tailored solutions, we enhance digital ordering experiences, drive revenue growth, and improve operational efficiencies on a multi-regional scale. With a customer-first approach, we collaborate closely to understand unique needs and align our solutions with their objectives, working hand-in-hand with both internal and external teams for seamless integration. As trusted partners, we guide our customers through the evolving digital landscape, helping them achieve their business goals and architecting global success stories.

**Your Impact**

Your impact as an Account Service Manager will be felt daily by some of the world’s largest restaurant brands, ensuring they receive exceptional service and operational excellence at every touchpoint. By owning the health of key accounts, resolving technical issues before they escalate, and driving data-informed improvements, you will directly influence customer satisfaction, retention, and product evolution. This is a role for a proactive problem-solver who thrives in a fast-paced environment and is excited to shape how Deliverect delivers value at scale.
- **This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our London or Ghent office and 2 days from the comfort of your home.**

**What you will do**:

- Own the end-to-end operational health of assigned global accounts, ensuring seamless service delivery and alignment with SLAs
- Act as the primary escalation point for technical and service-related issues, driving resolution across Support, Product, and Engineering teams
- Deliver and maintain monthly performance and SLA reports with data-driven insights to support QBRs and strategic customer conversations
- Proactively identify service trends, analyze root causes, and implement preventative solutions to reduce support incidents and customer friction
- Build trusted relationships with enterprise stakeholders, communicating complex technical concepts in business-friendly language
- Support the Strategic Accounts team in planning and delivering quarterly business reviews, highlighting operational performance and service improvements
- Influence product and process improvements by surfacing frontline insights and recurring customer challenges
- Collaborate cross-functionally with internal teams to ensure customer commitments are met and exceeded across regions and time zones
- Continuously monitor service dashboards and internal tools to ensure no issues go undetected, escalating internally as needed
- Adapt quickly to evolving tools, product capabilities, and internal processes, acting as a systems expert and customer advocate
- Travel occasionally to attend QBRs, customer workshops, and onsite troubleshooting sessions for strategic accounts

**What you will Bring**:

- 3-5 years of experience in service delivery, customer support, or technical account management, ideally within SaaS, hospitality tech, or enterprise integration environments
- Strong understanding of APIs, system integrations, and troubleshooting techniques with the ability to interpret payloads, response codes, and logs
- Demonstrated experience in SLA monitoring and reporting, with a consistent track record of meeting or exceeding performance benchmarks
- Proficiency in analytics and reporting tools such as Looker, Google Sheets, Jira, and Intercom/zendesk/servicenow to extract insights and drive operational improvements
- Proven ability to proactively identify root causes, recommend solutions, and resolve complex service issues independently and with urgency
- Exceptional communication and stakeholder management skills, capable of translating technical topics into business-friendly insights and facilitating alignment across teams
- Experience working with large, global enterprise customers in a high-stakes, fast-paced environment, with an understanding of restaurant or retail operations preferred
- A customer-first mindset with a proactive, consultative approach to retention, problem-solving, and long-term relationship health
- Comfortable navigating ambiguity and change, with a self-starting attitude and ownership mentality that drives continuous process improvement
- Ability to influence internal stakeholders and product development teams by representing the voice of the customer wit