Service Delivery Manager

Service Delivery Manager

About the role

Our Customer team is a group of passionate professionals, dedicated to providing the best possible journey for our new schools adopting Arbor. 

There are nearly 1000 schools and Multi Academy Trusts using the Arbor MIS software. This role will work with our top tier customers to build relationships, drive product adoption and ensure they are advocates of the Arbor MIS. You will also have the opportunity to strategically build appropriate customer user groups and Arbor MIS communities as part of the drive to increase user adoption.

Core responsibilities

  • Building relationships with our customers, guiding them through their journey with Arbor
  • Having an in-depth understanding of Arbor’s functionality, features, best practice and being able to articulate these to customers to help them get the most out of their use of Arbor
  • Proactively identifying upsell opportunities that will drive increased revenue
  • Producing performance reporting documentation, including the customer’s product adoption and user engagement
  • Proactively identifying customers who may not be succeeding with our product, and working with them to understand their challenges, improve their experience and retain their business
  • Understanding the various services we offer to ensure that we are supplying the right services to meet the customer’s varied needs
  • Tracking of support tickets through our Help Centre in line with Service Level Agreements (SLA’s)
  • Championing the client’s perspective and feeding back valuable insights to the rest of the business, including product feature requests, documentation recommendations, service ideas and any other customer insights that will prove valuable to other areas of the business

About you 

We’re looking for a customer focussed professional with a good understanding of the tech sector. Beyond that, we’d love to see:

  • Ideally you’ll have 3+ years experience in a Customer Success/Service Delivery or commercially-focused Customer Support role within the tech industry
  • A background in education software will be an advantage
  • Experience with building relationships with customers in a SaaS business model
  • Demonstrable experience in balancing both the service and commercial interests of customer relationships
  • Capable of working effectively within an entrepreneurial, fast-paced, and results-oriented culture
  • Demonstrating strong operating instincts, organisational skills and discipline 
  • Ability to troubleshoot issues and recommend steps to resolve them
  • Ability to make decisions and use initiative to work within a challenging and dynamic environment 
  • Ability to understand and articulate technical products and features to non-technical stakeholders
  • Willingness to travel frequently to client sites a minimum of 20% of your time 

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

  • Salary: up to £40k
  • 25 days annual leave (plus Bank Holidays)
  • A personal budget for professional development 
  • Volunteer Days - take a day off each year to work with a charity of your choice
  • Childcare Vouchers and a Bike To Work scheme
  • Employee Assistance Programme - access to a choice of comprehensive 24/7 support services
  • Free breakfast in the office every day
  • Flexible working if you need it
  • Regular team nights out (we’ve had pizza making, escape rooms, and even white water rafting!)
  • Half day Fridays during school summer holidays, plus, we shut the office for a day at Easter and over Christmas
  • An office less than 10 minutes walk from Leeds train station

Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simple email: careers@arbor-education.com

Arbor Education is an equal opportunities organisation

We support and promote diversity and equality, and actively encourage applications from people of all backgrounds. We do not discriminate on the basis of race, religion or belief, gender, sexual orientation, gender assignment, age, pregnancy, maternity and paternity status, disability status, marital and civil partnership status, or any other reason prohibited by law in provision of employment opportunities and benefits.

If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com.

Please note: We are unable to provide visa sponsorship at this time.

Usually responds within three days

Or, know someone who would be a perfect fit? Let them know!

LS1 5AA
LS1 5AA Leeds Directions careers@arbor-education.com

Remote

United Kingdom
SW1E 6AS London Directions careers@arbor-education.com

Perks and Benefits

You'll have the chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

  • Professional development budget 🎓

    At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.

  • Mental health and wellness 🧠

    Dedicated Mental Health Champions with ongoing support and learning around mental health

  • Volunteering day 🤝

    We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice.

  • Regular team socials 🥳

    We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!

  • Half-day summer Fridays 😎

    Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!

  • Employee Assistance Programme 🧘‍♀️

    Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.

  • Flexible working 🤸‍♀️

    Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are

  • Dog-friendly offices 🐕

    Our offices are dog friendly, so if you'd like to bring your canine companion in for the day, that's no problem!

Workplace and Culture

We’re a diverse and experienced team of ex-teachers, edtech engineers and education specialists passionate about making a difference to the sector.  
Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere!

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