Client Success & Delivery at Silverdale

Own client delivery end-to-end so Silverdale meets commitments and clients stay informed and satisfied.  In this role, you will manage projects, tasks, and tickets; keep clients and the internal team aligned on priorities, risks, and SLAs; and strengthen partnerships through proactive communication and follow-through.

How we work

Pod-based delivery

Silverdale organizes delivery in teams and pods:

• A pod is a client-focused unit inside a broader team
• Each pod owns a defined set of clients, with shared visibility into workload, commitments, and delivery health
• You collaborate closely with pod members, your team lead, and functional/technical specialists — not as a lone operator juggling accounts in isolation

You’ll use PINANGA tools such as Pathways, Tickets, Workload Insights, and Team Execution to see what’s assigned, what’s at risk, and where client communication and delivery are out of sync.

Agentic work

At Silverdale, your job is not to do every repeatable task manually — it’s to:

1. Define the outcome — what does “done well” look like for the client?
2. Decide what the agent can run vs. what needs human judgment
3. Review the agent's output against the outcome, not personal preference
4. Handle exceptions — ambiguous cases, relationship-sensitive moments, novel problems
5. Improve the system — capture context so the next run is better

Examples in this role:

• Sponsor-call prep, notes, and follow-ups drafted by an agent, reviewed and sent by you
• Status updates and risk summaries pulled from live project data, not rebuilt from scratch each week
• Ticket triage, categorization, and client communications supported by agent workflows you help shape and refine

If you like building rhythm, mechanisms, and better ways of working — not just closing tickets — you’ll fit well here.

Key Responsibilities

Projects & pathways

• Plan and track pathway deadlines; flag and escalate risks with mitigation plans (internal and client)
• Keep pod workload visible and aligned — priorities, capacity, and client commitments stay in sync
• Schedule and attend internal and client meetings as needed

Tasks & execution

• Prioritize work against client commitments; communicate delays and updates clearly
• Align your pod and broader delivery team on priorities
• Turn recurring delivery work into repeatable workflows, templates, and agent-supported processes

Tickets & support

• Triage new tickets, validate data, and set severity/escalation
• Own first response, SLA tracking, and ongoing client updates on progress
• Use agents and Silverdale mechanisms so repeat issues get faster, more consistent handling over time

Client engagement

• Run sponsor calls: agendas, notes, action items, and follow-ups (client and internal)
• Turn call outcomes into tickets and activities; close the loop on prior action items
• Partner with pod and delivery teams to meet SLAs and drive customer satisfaction
• Facilitate client training following Silverdale processes, recordings, and virtual sessions

Agentic & continuous improvement

• Externalize what you learn — context, edge cases, client preferences — so the agent and the pod benefit next time
• Review agent output for accuracy, tone, and risk before anything client-facing goes out
• When something fails, fix the root cause (context, process, or checkpoint) — not just the immediate output
• Dogfood PINANGA and Odoo: use the systems we sell, and help improve them through real delivery feedback

Desired Skills and Experience

Required experience

• 2 years of experience as an account manager, customer success manager, or equivalent customer-facing role
• A passion for communicating with customers and a drive for customer success
• Excellent communication skills with customers, pod teammates, and management
• Experience using CRMs and ticketing systems; willingness to adopt PINANGA and Odoo quickly
• Willingness to learn and embrace new processes — including agent-assisted ways of working
• A service-oriented, can-do attitude
• Ability to stay enthusiastic and positive while focusing on long-term client outcomes
• Strong organization and attention to detail
• Ability to manage multiple tasks and accounts throughout each day

Bonus

• Experience with Odoo ERP
• Experience working in a pod, squad, or small accountable team model
• Comfort reviewing AI-generated drafts and improving systems rather than redoing work manually
• Familiarity with workflow, automation, or knowledge-base tools

Personal attributes

• A highly motivated, focused self-starter (this isn’t theory; it’s a must)
• Energized by human interaction, communication, and building relationships
• Well-organized, always looking to excel and over-deliver
• Able to methodically track progress, steps, and results
• Hungry to learn and excel at facilitating client success
• An excellent communicator who can resolve customer issues with grace
• Comfortable in an entrepreneurial, fast-evolving environment
• Curious about working with AI agents — defining outcomes, reviewing output, and improving how work gets done
• Motivated by team success inside a pod, not just individual heroics

• Great team of smart people, in a friendly and open culture
• No waste of time in enterprise processes, real responsibilities, and autonomy
• Expand your knowledge of various business industries
• Create content that will help our users on a daily basis
• Real responsibilities and challenges in a fast-evolving company