Service Manager

Description

We are looking for a **senior professional** to serve as the primary owner of **strategic account management**, leading **client relationship management**, ensuring alignment between business objectives and execution, and fostering a high-value partnership experience. This role will be responsible for **connecting clients with internal teams**, acting as a facilitator for decision-making, **expectation management**, **opportunity identification**, and tracking the progress of initiatives. **Responsibilities and Duties** **What you will be responsible for:** * Serve as the primary point of contact for the account with the client. * Develop and maintain trusted relationships with stakeholders at various levels. * Lead executive and operational alignment sessions, ensuring transparency and predictability. * Manage timelines, expectations, risks, and potential escalation points. * Identify opportunities to enhance the partnership and uncover new business needs. * Facilitate communication between the client and internal teams. * Ensure alignment between business priorities and execution. * Support initiative prioritization and roadmap evolution. * Track initiative progress and help remove blockers. * Monitor account health metrics, client satisfaction, and delivery performance. * Support financial oversight of operations, including scope, budget, and capacity. **Requirements and Qualifications** **What we are looking for:** * Experience managing strategic accounts or corporate clients. * Solid experience in project, product, or digital delivery management. * Willingness to travel occasionally. * Strong communication and interpersonal relationship skills. * Experience facilitating executive forums and stakeholder management. * Negotiation and expectation management capabilities. * Ability to operate in complex environments involving multiple departments. * Business acumen and results orientation. * Knowledge of agile methodologies and digital product management. * Ability to navigate seamlessly between strategic and operational discussions. * Analytical, collaborative, and results-driven profile. **Desirable:** * 3\+ years of experience. * Background in digital consulting, software houses, or digital products. * Prior experience with digital products, platforms, or complex ecosystems. * Exposure to digital transformation contexts and enterprise account management. **Additional Information** **What it’s like to work at Wave** ---------------------------- At Wave, you’ll find a dynamic, evolving environment where you can propose solutions, take ownership, and pioneer initiatives for the first time. Here, every individual has an active voice, real impact on decisions, and the freedom to innovate. We are a fully remote startup, meaning we trust our people to deliver their best work from anywhere — with autonomy, transparency, and collaboration. **Employment model:** Individual Contractor (PJ). **Work format:** Remote — work from anywhere. **Our Culture** ----------------- **Be so good they can't ignore you:** We solve problems at their root, deliver with quality and depth (grounded in data and best practices). **Care for people:** Because we are diverse and strive to build an environment that expands people’s worldviews and careers. **Heart for the customer:** We focus on the value we can help them achieve by solving meaningful problems. **Passion for practice:** We believe in learning by doing — and that a well-executed good idea is better than a brilliant idea that never leaves the drawing board. **Wave is a movement toward digital transformation for major industries across Latin America, powered by accessible, reliable, and incredibly efficient technology — at scale.** Technology and customer needs have evolved significantly over the past decades, while many large enterprises continue operating with legacy structures and solutions. Our mission is to help these organizations become more digital and simpler — building better customer journeys while gaining financial and operational efficiency. Today, the majority of our team (80%) works in technology — engineering, design, and product. We deeply value **what we do** and **how we do it**, caring for one another and cultivating an environment where work is purposeful and delivers real impact. This drives us to **solve meaningful problems**, reducing inefficiencies across processes. We recognize many of these challenges are complex, and what brought us here may not carry us forward. Therefore, we foster a culture of **autonomy** and **continuous learning**, where curiosity and the desire to grow are fundamental. We believe that by nurturing people’s growth — both professionally and personally — we create a space where individuals feel fulfilled, challenged, and empowered to develop while (intra)entrepreneuring together — building a global, enduring tech business with real impact. **Come expand your world (and your career) with us.**