Customer Relationship Manager Jobs

Company Overview:

GovSpend provides detailed federal, state, and local government purchasing data, bids, contacts, and contract information to a wide array of government vendors. We serve nearly 4,500 clients ranging from large enterprise customers to small regional vendors.

GovSpend helps our clients navigate the government selling landscape by providing them with invaluable information to better inform their bids and ultimately win more business. Our core product offering is line-item state and local government procurement and spending data, which is unique to the market and was the only solution we sold until 2018. In recent years, we have added new products including federal data via our acquisition of Fedmine, bid notifications to alert vendors of new formal spending opportunities, and detailed contact information.

Position Summary:

The Relationship Manager serves as the primary point of contact and sales enabler, driving revenue for a book of GovSpend’s largest customers.

What you’ll do:

• Responsible for account planning to ensure proactive customer outreach and training with the goal of increasing users and usage.
• Manage and coordinate the processing, communication, and implementation of all customer changes, including performing modifications on searches per customer requests.
• Escalate appropriate retention efforts to their manager.
• Act as the customer point of contact, ensuring clear and consistent communication across inbound service activities, upsells into the account and outbound customer outreach.
• Adhere to customer needs and expectations, by interfacing between sales and the customer to build a strategy for success during a customer’s subscription period.
• Other job duties as assigned to meet the business needs.
• Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer.
• Participate in Root Cause Analysis including incident and problem management activities.
• Coordinate service activities with GovSpend’s internal teams to ensure all customer needs and expectations are met.
• Maintain awareness of all service matters including, troubleshooting, screen sharing, support sessions, and any other solution needed.
• Maintain a high level of awareness of service issues affecting GovSpend’s product environment including proactive problem avoidance, behavior, and maintenance practices.
• Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis.
• Ensure compliance levels are met in accordance with all maintenance contracted service level agreements.
• Serves as the main negotiator for commercial terms with customers on contract issues, renewal pricing and past due payments in addition to being proactive with renewals.

What you’ll need:

• Hands-on experience in implementing technology products for use by external customers.
• Highly data-driven mindset and passion for analytics.
• Strong computer navigation skills.
• 3+ years of sales or relationship management experience driving customer-related strategy, preferably in a SaaS or information services business.
• Ability to make effective decisions.
• Bachelor’s degree in business or related area. Proven work experience will be considered in lieu of degree.
• Strong organizational skills with the ability to multitask.
• Background in customer success, operations, customer engagement, satisfaction, and retention with a proven track record of success negotiating agreements and driving increased retention rates.
• Demonstrated ability to drive customer renewals and customer success.
• Ability to define new models and processes from the ground up and operate at scale.
• Track record of working cross-functionally to effectively communicate/drive customer/market feedback.
• Background in customer training and support and ability to provide training independently.