Account Service Manager, Deliverect
More information about location
3-5 days a week in office
Food delivery & order management platform
Open for applications
Food delivery & order management platform
201-500 employees
Open for applications
More information about location
3-5 days a week in office
201-500 employees
Company mission
To be the backbone of on-demand food, and help businesses to connect with their customers and help them to thrive online.
Role
Who you are
- 5+ years of experience in customer relationship management, service delivery, or operations within the SaaS, hospitality, or technology sectors
- Excel in customer relationship management, demonstrating the ability to build trust, navigate escalations, and align services with customer needs
- Possess operational and service delivery expertise, ensuring adherence to SLAs, contract terms, and efficient issue resolution
- Have strong technical knowledge, with familiarity in hospitality technologies, Python, REST API, SQL, BigQuery, and Looker
- Demonstrate exceptional communication and presentation skills, effectively conveying technical and operational insights to customers and internal teams
- Are data-driven, leveraging KPIs and analytics tools to optimise service quality and enhance customer satisfaction
- Thrive in a fast-paced, collaborative environment, working cross-functionally to drive results
What the job involves
- As an Account Service Manager at Deliverect, you will be responsible for managing customer relationships, ensuring service delivery excellence, and driving customer satisfaction
- Serving as the primary operational contact, you will work closely with customers to understand their needs, resolve service-related issues, and optimize their experience with Deliverect’s products
- You will oversee the operational health of key accounts, monitor performance metrics, and collaborate with internal teams to enhance service quality
- Your ability to proactively address challenges and provide technical insights will be essential in maintaining strong partnerships and maximising customer value
- Reviewing key customer accounts, ensuring service delivery aligns with SLAs and customer expectations
- Proactively engaging with customers to understand their current challenges, providing consultative solutions and technical insights
- Monitoring performance metrics such as NPS, retention, and service growth, identifying opportunities for improvement
- Collaborating cross-functionally with Account Managers, Product Teams, and Logistics to address operational challenges and enhance service quality
- Acting as an escalation point, resolving service-related issues efficiently while maintaining strong customer relationships
- Participating in customer service calls, offering actionable insights to improve customer satisfaction and operational efficiency
Our take
Restaurants typically work with a number of suppliers, but this can be hard to manage with antiquated and fragmented systems. Deliverect provides a way for companies to integrate online orders into their POS, streamlining the disparate aspects of food service and delivery onto one single platform.
Deliverect has over 10,000 customers, from household name like KFC and Taco Bell to younger restaurant chains like Dishoom. As one of many trying to capitalise on the rise in online food delivery, competition is hot. Deliverect has responded to this by constantly evolving and exploring migration into other sectors of hospitality.
This evolution has seen Deliverect invest in enhancing its services with more physical point of sale terminals and third-party service providers, as well as expanding into in-store management. It also acquired ChatFood, a leader in social media ordering, to solidify its already strong position.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2022
$150m
SERIES D
Apr 2021
$65m
SERIES C
Total funding: $236.8m
Company benefits
- Completely flat company structure
- A MacBook as your work gear
- Great coffee, free snacks, and company social events!
- Full transparency about the business - learn how to create a successful startup
Company HQ
Ghent, Flanders
Leadership
Zhong Xu
(CEO)Previously founded XudoX IT solutions and POSIOS, and acted here as CEO. Previous experience as Global Director of Hospitality for Lightspeed HQ, Senior Software Engineer for EVS Broadcast Equipment, and Technical Sales and Software Engineer for Siruna.
Jan Hollez
(CTO)Previously co-founded POSIOS and has experience as Director of Hospitality Technology for Lightspeed POS, Technical Leader for EVS Instant Tapeless Technology, Software Engineer, Architect and Analyst for Siruna and has done Research for IBBT, INTEC and IBCN.
Jelte Vrijhoef
(CIO)Previously co-founded BonChef.nl and is an Owner of Codejongens and Vrijhoef Holding. Has served as Senior Software Architect for Regi Star and InterWord, and as Technology Advisor for Virtual Guard.
Jerome Laredo
(President)Previously served as a Venture Partner and Advisor for LYS Energy Solutions, Senior Vice President of EMEA & Asia for Lightspeed HQ, Venture Partner for AccelerAsia, Regional Director of South East Asia for Sitecore, CEO of Asia Pacific for Atex and Sales Director of Europe for Nstein Technologies.
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