Client Service Manager

WorkWave; Holmdel Township (NJ); Remote; USD 100,000 - 130,000; Full time

Job summary

A leading software company in Holmdel Township seeks a Sr. Delivery Manager to foster customer relationships and manage projects. The ideal candidate has extensive SaaS experience and strong problem-solving skills to drive strategic initiatives with enterprise clients. Join a flexible work environment and contribute to innovative solutions that impact client success.

Benefits

Remote work flexibility

Healthy work/life balance

Collaborative work environment

Qualifications

• Prior experience in the SaaS, Tech, or Software space is a must.
• Extensive experience with SaaS and project methodologies.
• Proven track record of managing and delivering a portfolio of complex projects.

Responsibilities

• Serve as the principal point of contact for WorkWave's enterprise customers.
• Coordinate and lead large-scale and complex projects.
• Lead the regular cadence of Executive Business Reviews.

Skills

SaaS experience

Project management

Customer service

Communication skills

Problem-solving

Job description

At WorkWave, we build innovative software and fintech solutions for the people who keep our world safe, clean, and beautiful, from pest control to lawn care, commercial cleaning to security services.

Our vision is simple but powerful: empower the world’s mobile service workers to build a brighter future. And we back that up with decades of experience, a passionate team, and an unwavering commitment to helping our customers thrive.

The Sr. Delivery Manager is a key enterprise-facing leadership position responsible for fostering deep, strategic partnerships with WorkWave's largest customers. This role serves as the principal point of contact and customer advocate, driving customer engagement, ensuring successful adoption of solutions, and maximizing value realization throughout the customer journey.

WHAT YOU'LL DO:

• Serve as the principal point of contact for WorkWave's enterprise customers, driving communication and alignment on strategic initiatives.
• Coordinate and lead large-scale and complex projects, managing the complete portfolio of services and purchases within the customer base.
• Lead, manage, or influence both internal WorkWave resources and customer resources to achieve successful outcomes and ensure timely task completion.
• Proactively identify strategic opportunities to improve the overall customer relationship and journey, aligning with major changes in the customer's business operations.
• Act as the escalation point of contact for critical customer issues.
• Monitor, address, and report on potential churn risks and mitigation strategies, demonstrating strong financial acumen regarding account health.
• Lead the regular cadence of Executive Business Reviews with assigned accounts and senior customer leadership.
• Collaborate closely with the Sales team to identify areas of growth, upsell opportunities, and align on revenue goals.
• Coach and assist other more junior team members as needed.
• Collaborate with peers, management, and senior leadership on issues, escalations, and strategic alignment.
• Up to 10% travel required.

WHAT YOU'LL BRING:

• Prior experience in the SaaS, Tech, or Software space is a must.
• Extensive experience with SaaS and project methodologies.
• Proven track record of managing and delivering a portfolio of complex projects within a customer base.
• Solid grasp of customer service and extensive experience developing and managing complex customer relationships.
• Prior experience working directly with enterprise-level accounts.
• Exceptional presentation and communication skills, with the ability to adapt to audiences from technical teams to customer executives.
• Strong capacity for Complex Problem-Solving, Change Management, and Conflict Resolution.
• Ability to exercise key decision-making responsibility with limited daily supervision.
• A big picture perspective of customer success and its impact on revenue, retention, and business growth.

WHAT WOULD ALSO BE AWESOME:

• Experience within the specific industries WorkWave serves (Pest, Lawn & Landscape, Cleaning and Security) is a HUGE plus.
• Project Management (PMP) or other related certifications.
• ITIL Certifications.

A FEW WORDS FROM THE HIRING MANAGER: The Sr. Delivery Manager is a vital role, acting as the bridge between our strategic enterprise customers and WorkWave's long-term vision.

We are laid back but buttoned up, offering a casual work environment and remote work flexibility, with a passion for developing creative, innovative best-in-class solutions that directly contribute to the success of our customers.

We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses.

We openly accept others as they are and build strong partnerships based on trust.

Teamwork and collaboration is key to help our colleagues and customers solve their challenges.

Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!

Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration.

We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired.

Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey.

WorkWave supports salary transparency. We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.