Job description
Company and Role Description:
At Carve, we exist to empower both Microsoft and the software companies partnering with them to succeed in their collaboration. By amplifying our clients’ reach and transforming their operational effectiveness, we serve as a strategic partner committed to driving impact and growth, not just a service provider.
The Service Delivery Manager will be focused on building long-term relationships and driving revenue growth for Carve’s client portfolio in the performance of their job duties such as engaging in consultative selling practices, identifying ISV partners’ pain points, creating personalized solutions, and growing the client portfolio revenue.
Responsibilities
Client Management (40%) - Owns the Relationship & Strategy
- Serves as the primary client contact, ensuring trust, transparency, and accountability for their success.
- Develops and maintains strong relationships with ISV clients and internal stakeholders to foster long-term engagement.
- Understands each client’s business goals and aligns Carve’s services to support their partnership growth.
- Builds tailored partnership roadmaps using program insights, data, and incentive structures.
- Proactively identifies risks, challenges, and opportunities within client accounts and drives solutions.
Service Delivery (50%) – Owns Execution & Performance
- Lead the fulfillment of Carve’s services, ensuring they align with client goals and expectations.
- Works cross-functionally with internal Carve teams to coordinate and deliver services effectively.
- Tracks key client success metrics via dashboards, analyzing progress and identifying improvement areas.
- Provides regular reports on partnership health, sales pipeline performance, and revenue impact.
- Establishes and standardizes best practices for partnership success, ensuring consistency in execution across accounts.
- Creates and maintains playbooks and resources to help clients navigate Microsoft programs, incentives, and best practices.
- Develops proactive engagement plans to ensure clients maximize the value of Carve’s services and drive measurable outcomes.
- Owns issue resolution and escalations, ensuring challenges are addressed quickly and effectively to maintain client confidence.
Business Development & Sales (10%) – Owns Expansion & Growth
- Identifies and drives opportunities to expand Carve’s services within existing client accounts.
- Supports the sales process for inbound leads and new client acquisition by developing compelling proposals and strategic recommendations.
Requirements
- 3+ years experience in partner management, sales, business development, or partner channel development in the technology industry or related experience.
- Microsoft Azure, Amazon Web Services, or Google Cloud Business co-sell program exposure.
- Proficient with Microsoft Office, Google Suite, and other related software.
- Proficient with CRM systems.
- Proficient in executive-level communication; including but not limited to: email, meetings, and business reviews.
- Demonstrated history of collaboration and teamwork.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a fast-paced environment.
Results
- Partner programs will be created that adhere to partner objectives and hit KPI targets.
- All managed services clients will have a strategic, measurable plan for deepening their partnership with hyperscalers.
- Newly onboarded client projects run on time or ahead of schedule.
- Client initiatives recommended by the SDM are aligned to clients’ growth objectives.
- Maintain or exceed a customer satisfaction (CSAT) score of 85% across the portfolio.
- Ensure a high renewal rate of 85% for contracts and partnerships across the portfolio.
- Reach growth targets set by the manager.
- Track the percentage of ISV partners meeting or exceeding their specific success metrics, such as growth targets or market reach improvements.
Core Values & Mission
Mission
Our mission is to make Microsoft partnerships simple and valuable.
Values
Our core values are embedded in everything we do, guiding how we operate and engage with our clients and teams:
- Can't Means Won't: Challenge limitations with a mindset that “can’t” reflects choice, not ability. Embrace adaptability and competitive greatness to drive growth and excellence.
- Progress Over Perfection: Celebrate movement forward. Prioritize action and continuous improvement over waiting for perfection.
- Own Your Impact: Take responsibility for your actions and contributions. Embrace accountability, learn from outcomes, and take pride in driving results.
- Expertise Is Our Edge: Our expertise is our advantage. Deep knowledge and skill set us apart, enabling confident collaboration and continuous improvement in pursuit of customer success.
- Be A Good Human: Treat everyone with care, respect, and genuine connection. Foster a community that values trust, character, and open, candid communication.
Overview of Key Benefits
We offer a comprehensive benefits package to ensure the well-being of our employees, including:
- Medical, vision, and dental benefits
- PTO Policy
- 401k with competitive company matching
- Fully remote
* Listed salary is based on US residency. We are open to international candidates.
