Becky Carpenter
Service Delivery Manager @Convergence Group
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WORK HISTORY
Service Delivery Manager @Convergence Group
Solihull, GB
As a Service Delivery Manager, I focus on delivering exceptional client experiences, driving measurable outcomes, and fostering long-term partnerships that support customer satisfaction, retention, and growth. My role spans a wide range of strategic and operational responsibilities: Customer AdvocacyAct as the voice of the customer, ensuring that their needs, expectations, and feedback are understood, prioritized, and addressed across internal teams to improve service delivery. Service Performance ManagementLead regular service reviews and own the development and execution of Service Improvement Plans (SIPs). Proactively manage escalations, incidents, and service requests to uphold high standards of performance and satisfaction. Relationship ManagementEngage in ongoing, strategic communication with clients to strengthen relationships, boost engagement, and uncover opportunities for additional value creation. Position myself as a trusted advisor throughout the customer journey. Cross-Functional CollaborationPartner with Sales, Delivery, and Technical teams to identify and pursue upsell and cross-sell opportunities. Align on shared goals to ensure seamless customer experiences and business alignment. Monitoring & ReportingOwn key performance metrics by tracking and analyzing KPIs and SLAs to ensure service excellence. Leverage data to provide insights, support decision-making, and maintain high levels of customer satisfaction and renewal rates.
SKILLS
ABOUT BECKY CARPENTER
As a dedicated and results-driven Customer Success professional, I specialise in building strong, lasting relationships that fuel customer satisfaction, retention, and long-term business growth. I’m passionate about helping clients succeed by deeply understanding their goals and challenges, then delivering tailored solutions and proactive support that drive measurable impact.I excel at guiding customers through every phase of their journey — from onboarding through to service with continuous education and long-term partnership. Through cross-functional collaboration and a commitment to customer advocacy, I ensure that clients unlock the full value of the products and services they invest in.With a strong focus on data-driven decision-making and a customer-centric mindset, I translate insights into action. Whether managing complex issues or identifying growth opportunities, I aim to deliver meaningful outcomes that align with business objectives and customer success.
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