Director, Relationship Management
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Job Description
Director of Relationship Management overseeing Relationship Managers for NCC's automotive solutions. Focusing on retention and client satisfaction across various team initiatives.
Responsibilities:
- Lead, coach, and manage a team of Relationship Managers, including hiring, onboarding, training, performance management, and day-to-day execution
- Maintain deep expertise across NCC products and services to support RM training, customer escalations, and strategic cross-sell and upsell initiatives
- Oversee account assignment and portfolio distribution based on account size, volume, complexity, and RM experience to optimize performance and coverage
- Define and manage account segmentation strategies to consistently exceed monthly revenue goals, achieve KPIs, and maintain a healthy pipeline
- Partner with RMs to identify underutilized accounts and develop proactive strategies to increase adoption, engagement, and revenue
- Lead ongoing retention initiatives, including monthly team calls, targeted outreach campaigns, and monitoring usage and performance reports
- Analyze attrition and usage trends to identify at-risk accounts and ensure timely, effective retention actions are executed
- Ensure the RM team clearly communicates the value of current products while identifying opportunities to expand NCC’s footprint within each account
- Provide leadership on complex customer issues, escalations, and strategic account challenges
- Deliver regular reporting and insights to leadership on retention performance, revenue growth, pipeline health, and team KPIs
- Enforce Salesforce (SFDC) best practices to maintain accurate customer data, activity tracking, forecasting, and reporting
- Execute personnel management responsibilities, including performance reviews, corrective action, scheduling, delegation, and continuous development
- Lead teams effectively with initiatives to drive retention and grow market share with the outlined structure and processes
Requirements:
- Bachelor’s degree preferred
- 3+ years of experience managing teams of Account or Relationship Managers (minimum team size of 5), responsible for revenue growth and retention
- 5+ years of experience in Relationship Management or Account Management
- Proven ability to drive retention, expansion, and performance through data-driven strategies
- Strong written and verbal communication skills with the ability to influence internally and externally
- Ability to travel quarterly
- Automotive industry experience
- SaaS, fintech, or compliance technology background
Benefits:
- Medical, Dental, Vision Insurance
- Company Paid Life and Short-Term Disability Benefits
- Voluntary opportunity to purchase Supplemental Life and Disability Benefits
- Unrestricted Paid Time Off
- 401k Plan
- Generous uncapped compensation plans for sales positions
- Dynamic Team Culture
- Opportunity to work hybrid or fully remote in some roles
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