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.

Key Responsibilities

As a Project Delivery & Support Specialist, you will be responsible for a blend of daily and weekly tasks designed to keep our projects on track and our clients supported

Projects

• Plan and track pathway deadlines; flag and escalate risks with mitigation plans (internal and client).
• Schedule and attend internal and client meetings as needed.

Tasks

• Prioritize work against client commitments; clearly communicate delays and updates.
• Align the internal team on priorities.

Tickets

• Triage new tickets, validate data, and set severity/escalation.
• Own first response, SLA tracking, and ongoing client updates on progress.

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 delivery teams to meet SLAs and drive customer satisfaction.
• Facilitate client training following Silverdale processes, recordings, and virtual sessions.  

Desired Skills and Experience

Required Experience

• 2 years of experience as an account manager or customer success manager, or equivalent experience in a customer relationship position
• A passion for communicating with customers and a drive for customer success
• Excellent communication skills, both to engage customers and your peers and management
• Technical experience in using CRMs and a willingness to quickly adopt new skills
• A willingness to learn and embrace new processes
• A service-oriented, can-do attitude
• The ability to stay enthusiastic and positive, and focus on the long-term goals
• Organized and detail-oriented
• An ability to manage multiple tasks and accounts throughout each day

Bonus: 

• Experience with Odoo ERP system

Personal Attributes: 

• A highly motivated, focused self-starter (this isn’t a 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 our client’s success
• An excellent communicator with the ability to resolve customer issues with grace
• Comfortable working in an entrepreneurial environment

• 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