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Sr. Relationship Manager Jobs
Company | GovSpend |
Address | Boca Raton, FL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Internet Publishing |
Expires | 2023-09-04 |
Posted at | 8 months ago |
Company Overview:
- Coordinate service activities with GovSpend’s internal teams to ensure all customer needs and expectations are met.
- Manage and coordinate the processing, communication, and implementation of all customer changes, including performing modifications on searches per customer requests.
- 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.
- Other job duties as assigned to meet the business needs.
- Participate in Root Cause Analysis including incident and problem management activities.
- 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.
- Responsible for account planning to ensure proactive customer outreach and training with the goal of increasing users and usage.
- Escalate appropriate retention efforts to their manager.
- Maintain a high level of awareness of service issues affecting GovSpend’s product environment including proactive problem avoidance, behavior, and maintenance practices.
- 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.
- Act as the customer point of contact, ensuring clear and consistent communication across inbound service activities, upsells into the account, and outbound customer outreach.
- Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer.
- Maintain awareness of all service matters including, troubleshooting, screen sharing, support sessions, and any other solution needed.
- Bachelor’s degree in business or related area. Proven work experience will be considered in lieu of a degree.
- Strong computer navigation skills.
- Highly data-driven mindset and passion for analytics.
- Background in customer success, operations, customer engagement, satisfaction, and retention with a proven track record of success negotiating agreements and driving increased retention rates.
- Ability to make effective decisions.
- Background in customer training and support and ability to provide training independently.
- Hands-on experience in implementing technology products for use by external customers.
- Track record of working cross-functionally to effectively communicate/drive customer/market feedback.
- 5-7 years of sales or relationship management experience driving customer-related strategy, preferably in a SaaS or information services business.
- Demonstrated ability to drive customer renewals and customer success.
- Strong organizational skills with the ability to multitask.
- Ability to define new models and processes from the ground up and operate at scale.
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