Director, Relationship Management

NCC-posted 3 days ago

Full-time • Manager

Remote

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The Director of Relationship Management is responsible for leading and developing a team of Relationship Managers (RMs) who manage and grow National Credit Center’s existing customer base. This role places a strong emphasis on retention, expansion, dealer engagement, and customer satisfaction by ensuring optimal product adoption, proactive account management, and consistent execution of NCC’s full product suite strategy. This leader partners cross-functionally with Sales, Product, SaaS, CSM, and Operations to maximize revenue, reduce attrition, and deliver measurable value to NCC clients.

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.

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

Competitive pay
Unlimited PTO
Comprehensive benefits package, including health, dental, and vision insurance.
401(k) plan with company match.
Professional development opportunities and continuous training.
A supportive and dynamic work environment with opportunities for growth and advancement.

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