Relationship Manager
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Job Description
Relationship Manager driving renewals, adoption, and revenue for GovSpend’s public-sector data and analytics platform. Supporting major customers through training, service coordination, and commercial negotiations.
Responsibilities:
- Serve as the primary point of contact and sales enabler for GovSpend’s largest customers
- Drive revenue for a book of major customers
- Create account plans and conduct proactive customer outreach and training to increase users and usage
- Coordinate communication across inbound service activities, account upsells, and outbound customer outreach
- Negotiate commercial terms, contract issues, renewal pricing, and past-due payments
- Proactively manage renewals
- Process, communicate, and implement customer changes, including search modifications
- Troubleshoot service matters through screen sharing, support sessions, and other solutions
- Coordinate service activities with internal GovSpend teams
- Build customer success strategies throughout the subscription period
- Ensure compliance with contracted service-level agreements
- Monitor product-environment service issues and support proactive problem avoidance and maintenance
- Facilitate technical queries and customer problem resolution
- Escalate retention efforts to the manager when appropriate
- Participate in root cause analysis, incident management, and problem management activities
- Follow GovSpend best practices and methodologies
Requirements:
- Bachelor’s degree in business or related area; proven work experience will be considered in lieu of degree
- 3+ years of sales or relationship management experience driving customer-related strategy, preferably in a SaaS or information services business
- Background in customer success, operations, customer engagement, satisfaction, and retention
- Proven track record negotiating agreements and driving increased retention rates
- Background in customer training and support and ability to provide training independently
- Hands-on experience implementing technology products for external customers
- Highly data-driven mindset and passion for analytics
- Demonstrated ability to drive customer renewals and customer success
- Ability to define new models and processes from the ground up and operate at scale
- Ability to make effective decisions
- Track record of working cross-functionally to communicate and drive customer/market feedback effectively
- Strong computer navigation skills
- Strong organizational skills with the ability to multitask
- Legally eligible to work in the United States
Benefits:
- Company-issued laptop for GovSpend work
- Encryption and automatic screen lock on company-issued laptop
- Company VPN access for public Wi-Fi
- Security awareness training at hire and on an ongoing basis
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