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- Tasks: Manage customer relationships and ensure top-notch service delivery in the aviation tech sector.
- Company: Join Veovo, a leader in Airport Smart Technology with a global presence.
- Benefits: Flexible hours, remote work, rapid growth opportunities, and professional training.
- Other info: Work in a dynamic team with a flat structure and exciting career prospects.
- Why this job: Be part of innovative projects that enhance airport performance and passenger experience.
- Qualifications: Experience in account management and strong relationship-building skills required.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Veovo is a market leader in Airport Smart Technology. With a global footprint of customers and capabilities that cover Airport Operations, Revenue management and Passenger Flow, some of the world’s largest airports rely on Veovo. Focused on driving airport performance, our solutions enable airports to handle more aircraft and more passengers, with less delays and less queues. Our platforms are built on a modern tech stack, often delivered from the cloud as SaaS and leveraging intelligence to enable our customers to “go brilliantly”. Our clients span continents, but all share one thing in common: they’re big names in airport excellence, with even bigger digital goals. With offices in the UK, Poland, Denmark, New Zealand and the US, Veovo offers a world of opportunity.
The Customer Success, Service Delivery, and Account Manager (CSM) is responsible for owning and developing strategic customer relationships with a balanced focus on service excellence, operational delivery, account growth, customer engagement, and long‑term success. This role combines proactive account leadership with hands‑on service delivery oversight, ensuring customers receive consistent value from Veovo solutions through both strong relationship management and reliable operational performance. The CSM is accountable for executing effective account plans, driving customer adoption, identifying commercial opportunities within existing customers, and ensuring a high‑quality, predictable service experience.
They act as the customer’s advocate internally, coordinating cross‑functional teams to ensure commitments are met, issues are resolved efficiently, and services are delivered in line with agreed SLAs and expectations. Working closely with internal technical, product, and support teams, the CSM aligns customer objectives with Veovo solutions while also leading governance activities, monitoring service performance, managing escalations, and ensuring continuous improvement across the customer lifecycle. The role balances relationship leadership and revenue expansion with a strong emphasis on service delivery management, operational coordination, and customer satisfaction.
The Specifics
- Own and execute strategic account plans that align customer objectives with Veovo capabilities and growth opportunities.
- Build and maintain trusted relationships with key stakeholders to drive satisfaction, retention, and expansion.
- Lead customer engagement activities including business reviews, performance discussions, and strategic planning sessions.
- Identify, qualify, and progress commercial opportunities within accounts while maintaining accurate pipeline visibility.
- Coordinate preparation of governance materials and internal communications to support customer engagement and alignment.
- Lead service delivery meetings with the customer, including collating the relevant supporting information.
- Produce quotes for small projects and change requests.
- Coordinate delivery of such services.
- Act as escalation for issues relating to customer satisfaction, including incident management and items related to small projects delivery.
- Represent Veovo whilst communicating with customers without 'surrendering' Veovo's needs.
- Prepare and provide quality and performance reporting relating to solution(s) and/or managed service.
- Share Product Roadmap(s) with customers and support the Product Management team in the management of customer expectations on feature delivery.
What we are looking for
- Demonstrated experience in account management, enterprise sales, or customer relationship management in a B2B or technology environment.
- Strong commercial awareness with the ability to identify and develop growth opportunities.
- Proven relationship management skills with the ability to engage both technical and non‑technical stakeholders.
- Experience developing and executing strategic account plans and managing customer pipelines.
- Excellent communication, organisation, and collaboration skills.
- Ability to work effectively across cross‑functional teams.
- Customer‑focused mindset with a commitment to delivering high‑quality engagement.
What we offer in return
- Working with cutting edge technologies in a small and ambitious team in a flat company structure.
- Rapid growth opportunities and structured professional training.
- Flexible working hours and remote work possible.
- Exciting and innovative projects in the aviation industry.
Customer Success and Service Delivery Manager in London employer: Gentrack
Contact Detail:
Gentrack Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success and Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Veovo on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Veovo's products and services inside out. Show us how your skills align with their mission of enhancing airport performance. The more you know, the better you can demonstrate your fit!
✨Tip Number 3
Practice your storytelling! Be ready to share specific examples of how you've successfully managed customer relationships or driven account growth in the past. We love hearing about real experiences that showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows us you're genuinely interested in joining the team!
We think you need these skills to ace Customer Success and Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success and Service Delivery Manager role. Highlight your experience in account management and customer relationship management, as these are key to what we’re looking for at Veovo.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that show how you’ve successfully managed customer relationships or driven account growth. We love seeing real-life applications of your talents!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Make sure to communicate your ideas effectively, as strong communication skills are essential for this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Veovo!
How to prepare for a job interview at Gentrack
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success and service delivery. Understand how to build and maintain relationships with key stakeholders, as this role is all about ensuring customers get the most out of Veovo's solutions.
✨Showcase Your Strategic Thinking
Be prepared to discuss how you would develop and execute strategic account plans. Think of examples from your past experiences where you've identified growth opportunities or improved customer satisfaction, and be ready to share those stories.
✨Demonstrate Your Communication Skills
Since this role involves engaging both technical and non-technical stakeholders, practice explaining complex concepts in simple terms. During the interview, focus on clear and concise communication to showcase your ability to connect with diverse audiences.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like managing escalations or coordinating cross-functional teams. Think through potential scenarios and how you would approach them, highlighting your problem-solving skills and customer-focused mindset.