Service Delivery Manager

Atlanta, Georgia, United States Full-time

RELEX is a fast-growing software company developing its own products that help retail companies plan and operate more efficiently. By accurately forecasting consumption of goods, we reduce inventory costs, increase availability and cut waste.To achieve this we use our in-house built terabyte scale in-memory database, which stores tens of billions of rows of data.

RELEX is trusted partner by leading brands including e.g. Party City, WHSmith, Morrisons, Coop Denmark and Circle K Europe. We are a team of more than 500 employees with offices in the US (Atlanta), UK, Germany, Sweden, Norway, Denmark, France, Italy, Spain, and our headquarters in Helsinki, Finland.   

Are you a consultant-minded, customer centric individual looking for new challenges? Would you like to be part of creating long term success for retail, wholesale and manufacturing customers? Do you like to provide measurable value for your customers?

Good news! We are now looking for an analytical Service Delivery Manager to join our extraordinary Customer Operations team in Atlanta.

Here at RELEX we work in small teams where everyone’s input is valued. People can move among teams based on required skill set and personal interest. You are exposed to as much freedom and responsibilities based on your comfort level. We are passionate about what we do, but do not take ourselves too seriously. New challenges excite us where we can put our skills to test, and we make sure we have fun during the process. Life is supposed to be fun. Now -  if you accept the challenge - we give you the opportunity to experience all this and more.

What you will be doing:

In this position, you will work with our existing customer(s), ensuring that they are happy and benefit fully from using RELEX. You are representing RELEX and RELEX values after implementation phase has ended. You will be in continuous contact with your assigned customer(s), helping them succeed in their business by actively consulting them about best solutions honestly and openly.

You are ensuring that RELEX system is fully operational and available and that customer’s RELEX system related problems are solved according the SLA. You will help the customers develop their RELEX solution further. You aim at expanding customer usage and the benefit they gain from RELEX and actively upselling new potential. You are also developing RELEX best practices in service management.

You may develop for example towards managing larger, more complex services and/or focusing on a specific industry, or towards larger business responsibility of the customer(s).

This is ideal for a talented person who wants to be part of building a success story and has relevant skills to contribute to RELEX and its continued growth. You are self-motivated and willing to learn new skills. RELEX, in turn, does its very best to take good care of its people.

The tasks can be modified according to selected candidate’s interest and competence.

We value the following skills:

  • Strong proven analytical and problem solving skills
  • Capability to interact confidently with customer stakeholders, including C-level
  • Proactive and result-driven attitude towards work
  • Solid task coordination skills, including responsibility for incident and problem management
  • Ability to understand supply chain management systems from business and IT perspectives
  • Ability to independently develop customer accounts and create more value for our customers
  • Ability to understand technical backbone behind typical SaaS systems
  • Excellent communication skills in English, both verbally and in writing

…and the following experiences:

  • Previous work experience in IT software service management, supply chain management, account management or management consultant
  • Previous work experience where you had full customer service responsibility
  • Relevant Master's or Bachelor's degree (e.g. Business Administration, Computer Engineering, Industrial Engineering, Computational Science and Engineering, Supply Chain Engineering)
  • Experiences of ITSM, ITIL and IT change management processes
  • Successful upselling experience to existing customers

We offer:

  • Customer service management in an international working environment
  • A fun, ambitious and committed team of smart people to work with
  • A respectful and professional, yet easy-going atmosphere where individual thinking is encouraged
  • Possibility to grow in the company and to have support from an experienced team
  • An international and relaxed working environment in a flat organization

How to apply?

Apply by sending your cover letter and resume including salary expectation through the application form by November 9th. Please note that the position will be filled as soon as the right person is found.

For more information on the position you may contact VP of Operations Tiina Kanninen by email at tiina.kanninen[@]relexsolutions.com. Tiina is also happy to answer your questions by phone (+1 617 335 2070) on Thu October 25th and Fri November 2nd between 3:00PM and 5:00PM EST.

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Apply for this opening at http://relex.recruiterbox.com/jobs/fk01kwj?apply=true