Account Manager

Summary

Join Deel as the Global Service Delivery Manager and manage client relationships, ensuring exceptional service and support while identifying growth opportunities. You will oversee client portfolios, drive satisfaction, and contribute to the company's success. This role requires strong analytical skills, attention to detail, and multitasking abilities. You will be responsible for client relationship management, customer satisfaction, business acumen, operational performance management, and effective communication. The position also involves project management, financial acumen, collaboration, problem-solving, and a customer-centric approach. Deel offers competitive pay, benefits, and perks, including remote work flexibility and WeWork access where available.

Requirements

• Proven ability to manage and nurture client relationships
• Strong analytical skills
• Attention to detail
• Multitasking abilities

Responsibilities

• Manage and nurture client relationships, acting as the primary point of contact and ensuring consistent delivery of exceptional service and support
• Track and maintain customer satisfaction through account management, operational oversight, and client engagement
• Proactively identify service issues and work with internal teams to implement solutions
• Demonstrate a strong understanding of business needs, customer contracts, and opportunities for growth or expansion
• Drive business retention and identify new business opportunities
• Assess service performance, track key performance indicators (KPIs), and interpret financial data related to profit and loss (P&L) to drive operational and financial efficiency
• Manage service delivery in alignment with service level agreements (SLAs) and other contractual obligations
• Assess operational performance and recommend improvement strategies
• Present technology roadmaps, operational reviews, and business strategies effectively to clients and internal teams
• Manage multiple priorities in a fast-paced environment, including overseeing client projects, operational meetings, and issue resolution within agreed timeframes
• Understand financial performance reporting and contract provisions
• Demonstrate experience with P&L analysis, invoicing, and ensuring the timely payment of services
• Partner with internal stakeholders such as finance, operations, and technical teams to ensure alignment and effective service delivery
• Proactively resolve service issues, analyze root causes, and implement effective remediation plans
• Understand client business needs and ensure services meet or exceed contractual expectations, driving client satisfaction and fostering long-term partnerships

Preferred Qualifications

• Knowledge of customers contract, including any one-off or unique provisions
• Drive actions to retain existing business and obtain contract renewals
• Identify business expansion opportunities and coordinate the provision of new services to client
• Timely and accurate reporting of account financial performance and commercial status to all relevant stakeholders
• Coordination with Safeguard Finance and customer to ensure the accuracy and timely payment of invoices, ensuring annual recurring fees and any additional services are being invoiced as contractually agreed
• Partners with key operations stakeholders to ensure service delivery aligns with SLA requirements
• Assess and analyze Key Performance Indicator (KPI) results
• Actively involved in suggesting and recommending approaches for performance improvement
• Track and monitor change requests
• Review and approve Root Cause Analysis and Remediation Plans in accordance with client other Safeguard Global teams

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available