percona - Service Delivery Manager (Remote)
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Requirements
• Experience in a customer-facing role with a strong track record of building relationships and delivering exceptional customer experiences. • Experience managing customer relationships, service delivery, projects, or operational engagements in a technology environment. • Strong organizational and time management skills, with the ability to balance multiple customers, priorities, and competing demands. • Excellent written and verbal communication skills in English. • Strong problem-solving, analytical, and critical-thinking abilities. • Ability to assess complex situations, identify risks, and develop practical solutions. • Ability to learn technical concepts quickly and confidently facilitate discussions between customers and technical teams. • Comfortable working independently, taking ownership, and driving outcomes with minimal direction. • Ability to influence stakeholders and drive accountability across teams. • Professional, confident, and calm when managing escalations or difficult situations. • Comfortable working across multiple time zones and supporting customers in Europe and North America. • Able to maintain working hours that provide overlap with both European and North American business hours. • Strong customer-first mindset with a focus on long-term relationship building. • Open to feedback and committed to continuous learning and improvement. • WHAT WILL MAKE YOU STAND OUT • Understanding of database technologies and concepts such as performance, availability, backup, disaster recovery, and high availability architectures. • Experience working within Managed Services, SaaS, Cloud, Infrastructure, Technical Support, or Consulting organizations. • Familiarity with Open Source technologies, communities, and culture. • Experience working in a remote-first or globally distributed organization. • Exceptional customer service and relationship management skills.
Responsibilities
• Build and maintain strong relationships with customer stakeholders and become a trusted advisor within their organization. • Own the overall service delivery experience and customer health for an assigned portfolio of Managed Services customers. • Partner with Managed Services and Customer Success teams to ensure smooth onboarding and successful adoption of Percona services. • Help customers understand the value, scope, and benefits of their Managed Services agreements. • Ensure service commitments, SLAs, and customer expectations are consistently met. • Monitor service performance, trends, risks, and ongoing work, proactively communicating updates, recommendations, and action plans. • Lead customer service reviews, and operational meetings. • Act as the primary escalation point for service delivery concerns, customer satisfaction issues, and operational risks. • Identify potential risks before they become issues and drive mitigation plans through resolution. • Coordinate cross-functional teams to ensure work is prioritized, tracked, and delivered successfully. • Provide regular reporting and insights to customers and internal stakeholders. • Partner with Sales and Customer Success to identify growth opportunities, support customer retention efforts, and contribute to account success plans. • Advocate for customer needs internally and provide feedback that helps improve Percona's services, products, and processes. • Contribute to the evolution of our service delivery practices by identifying opportunities to improve efficiency, communication, and customer outcomes.
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