Customer Relationship Manager - West Coast Region, Us

ABOUT JOTFORM

Jotform is a San Francisco-based SaaS company with more than 20 million users worldwide. We like keeping things agile, independent, and fun, and believe everyone should be able to create their own online forms. Our 10,000+ ready-made form templates, 100+ integrations, and more than 380 widgets have made us one of the most popular online form builders for organizations of all sizes — from small businesses to enterprises.

Released in 2018, Jotform Enterprise helps multiuser organizations automate workflows and business processes as well as collect internal and/or external data in a structured manner. We believe paperwork shouldn’t slow anyone down so we’re dedicated to making online data and payment collection as seamless as possible.

ABOUT THE ROLE

By offering scaled renewal & expansion support to our customers and internal sales teams, the Customer Relationship Manager will contribute to team and company goals. In order to maintain and improve customer contracts and relationships, you will own, manage, and lead the renewal and expansion processes .

Here’s what you will be doing:

• Maximize revenue retention & minimize churn
• Track and report on KPIs and trends to identify risk and successfully forecast realistic renewal rates.
• Proactively engage with customers to identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth
• Establish and maintain standard operating procedures.
• Collaborate directly with our product team to share input on the expanding needs of our clients.
• Determine the needs of the customer and exhibit good account management skills to drive renewal to a timely close.
• Negotiate and execute renewal contracts that align to customer expectations.
• Know our product line inside and out; be able to pinpoint a client issue and how our technology can assist in resolving it.
• Develop and implement win-win negotiation methods that increase renewal contract value while protecting and enhancing the customer relationship in collaboration with sales and the customer success management teams.

Education & Work Experience & Technical Requirements:

• Exceptional understanding of contracts, pricing structures, and building rapport
• Stellar negotiator who understands the clients and business needs and is able to drive positive outcomes for both parties
• Minimum 3 years of proven Sales and/or Sales Operations/ Account Management experience ideally gained in the SaaS space
• Strong ability to grow business in a strategic manner, i.e. creating new processes and initiatives
• Strong ability to forge lasting relationships through verbal and virtual communication to meet objectives
• Bachelor's degree
• The ability to effectively multi-task, manage multiple deadlines and prioritize assignments
• Previous experience with CRM tools like Hubspot, Salesforce is nice to have
• Proven track record of closing deals with B2B customers resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals.

Personal Specifications/Skills

• Ability to multitask, and thrive in a fast-paced demanding environment and meet tight deadlines
• Good sense of judgment and an aptitude for problem solving
• Focused on conflict resolution, analytical, and results-oriented
• Ability to work with minimal supervision but engage effectively with an extended team
• Naturally competitive and a true go-getter; someone who is never satisfied with just hitting quota
• Executive presence

WORK WITH US

Jotform values autonomy, respect, and productivity in our teammates. We’ve been growing tremendously over the past few years and are always on the lookout for talented individuals to join our team.

Compensation, Perks & Benefits

• Additional company benefits include 10 vacation days per year, plus holidays and office closure during the holiday season
• High-growth, fast -paced environment with collaborative and unique team culture
• $50K base, $40K target commission; total OTE $90K
• Fully paid medical, dental, vision, and life insurance
• Located in the West Coast, US region and able to work during East Coast time zone business hours.
• Professional Growth & Career Opportunities; We support your personal and professional development with; educational materials and expenses & relevant conferences to stay up to date with the latest industry trends & online courses or coaching - and support you pursuing ones that you are passionate about!
• Generous market competitive total compensation package
• 401(k) with company match

OUR PROCESS

We thank all applicants in advance for their interest and taking the time to apply for this position at Jotform!

We’ll review your application along with all the others we receive and pick the top profiles for a screening call. In many cases due to time constraints and our candidate volume, only the short-listed candidates are contacted but we do consider each application carefully. If you have been selected as a short-listed candidate, we will contact you for a short screening call to get to know you better. If you don’t get a call, please don’t be disappointed! We receive many applications for each role and have to prioritize who we speak to.

Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Jotform values your privacy. You can find more information regarding our applicant privacy notice here: https://www.jotform.com/job-applicant-privacy/