Relationship Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary liaison and sales facilitator for GovSpend’s key clients.

• Generate revenue for a portfolio of significant customers.

• Develop account strategies and engage in proactive outreach and training to enhance user adoption and usage.

• Manage communication across inbound service initiatives, account upsells, and outbound client engagement.

• Negotiate commercial terms, address contract matters, set renewal pricing, and manage overdue payments.

• Take proactive steps to oversee renewals.

• Process, communicate, and implement modifications requested by customers, including changes to search functionalities.

• Resolve service issues through screen sharing, support sessions, and various other solutions.

• Collaborate with internal GovSpend teams to coordinate service activities.

• Develop strategies for customer success throughout the subscription duration.

• Ensure adherence to established service-level agreements.

• Monitor service issues within the product environment and support proactive maintenance and problem avoidance.

• Assist with technical inquiries and resolve customer problems efficiently.

• Elevate retention strategies to management when necessary.

• Engage in root cause analysis, incident management, and problem management initiatives.

• Adhere to GovSpend’s best practices and methodologies.

⛳️ Requirements

• Bachelor’s degree in business or a related field; relevant work experience may be accepted in place of a degree.

• Over 3 years of experience in sales or relationship management, steering customer-centric strategies, ideally in a SaaS or information services environment.

• Experience in customer success, operations, customer engagement, satisfaction, and retention.

• Proven success in negotiating agreements and enhancing retention rates.

• Experience in customer training and support, with the capability to conduct training independently.

• Practical experience in implementing technology solutions for external clients.

• Strong data-driven approach and enthusiasm for analytics.

• Demonstrated ability to drive customer renewals and ensure customer success.

• Capability to define new frameworks and processes from scratch and operate at scale.

• Proficient in making effective decisions.

• History of collaborating cross-functionally to communicate and effectively drive customer and market feedback.

• Excellent computer navigation skills.

• Strong organizational abilities with multitasking skills.

• Legally authorized to work in the United States.

🏝️ Benefits

• Company-provided laptop for GovSpend-related tasks.

• Encryption and automatic screen locking features on the company-issued laptop.

• Access to company VPN for secure public Wi-Fi usage.

• Security awareness training provided at the start of employment and ongoing thereafter.