Account Service Manager

Deliverect; Roanoke (VA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Deliverect is looking for an Account Service Manager to enhance customer experiences for major restaurant brands. The role involves resolving technical issues, managing key account health, and ensuring exceptional service delivery. Join a growing SaaS unicorn committed to innovation and customer satisfaction, with a hybrid work model and competitive benefits.

Benefits

Learning budget for skill expansion

Flexible work schedule

Regional rewards customization

Opportunities for travel and customer engagement

Inclusive workplace commitment

Qualifications

• 3-5 years in service delivery or technical account management.
• Strong understanding of APIs and troubleshooting techniques.
• Experience with SLA monitoring and customer relationship management.

Responsibilities

• Own the operational health of global accounts and ensure service delivery.
• Act as primary point for technical issue resolution.
• Deliver performance reports with data-driven insights.

Skills

Problem Solving

Customer Relationship Management

Communication

Analytical Skills

Technical Support

Education

Bachelor's Degree in a relevant field

Tools

Jira

Looker

Google Sheets

Intercom

Zendesk

Job description

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 with clarity and credibility
• A mindset of innovation, bringing creative solutions to service challenges and improving internal tools, processes, and customer experience touchpoints

Join Our Innovative Journey:

At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.

What You'll Gain by Joining Us:

Invest in Your Growth-We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.

Solve Meaningful Challenges-Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.

Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.

Collaborate with a Global Team-Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.

Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.

Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.

Our Commitment to Inclusion:

We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.

Important Information:

1. Fluency in English is required, with strong written and verbal communication skills being essential.

2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.

3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.

If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at [e-mail].

Ready to shape the future of commerce with us? Explore our opportunities and apply today!