Relationship Manager

GovSpend•, (Multiple States)

About The Position

The Relationship Manager serves as the primary point of contact and sales enabler for a book of GovSpend’s largest customers, driving revenue and supporting customer success throughout the subscription period. The role focuses on proactive account planning, customer outreach and training, increasing product usage, supporting renewals and retention, and coordinating customer needs with internal teams. The Relationship Manager also manages customer changes and service matters, negotiates commercial terms, and ensures contracted service-level obligations are met. The role requires following GovSpend’s information security policies and practices, completing security awareness training, using company-issued equipment and approved access methods, protecting company data, promptly reporting security incidents, and raising concerns about vendors or tools that access or store GovSpend data.

Requirements

Bachelor’s degree in business or a related area; proven work experience may be considered in lieu of a degree.
At least 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, with a proven record of negotiating agreements and improving retention rates.
Background in customer training and support, with the 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 and market feedback.
Strong computer navigation skills.
Strong organizational skills and ability to multitask.

Responsibilities

Plan accounts to support proactive customer outreach and training, with the goal of increasing users and usage.
Act as the customer point of contact and maintain clear, consistent communication across inbound service activities, account upsells, and outbound outreach.
Negotiate commercial terms with customers, including contract issues, renewal pricing, and past-due payments, and proactively manage renewals.
Manage and coordinate the processing, communication, and implementation of customer changes, including modifying searches at customer request.
Maintain awareness of service matters, including troubleshooting, screen sharing, support sessions, and other required solutions.
Coordinate service activities with internal GovSpend teams to meet customer needs and expectations.
Interface between sales and customers to build strategies for success during the subscription period.
Ensure compliance with contracted maintenance service-level agreements.
Monitor service issues affecting GovSpend’s product environment and support proactive problem avoidance and maintenance practices.
Identify, facilitate, and ensure effective communication of customer technical queries and their resolution.
Escalate appropriate retention efforts to the manager.
Participate in Root Cause Analysis, incident management, and problem management activities.
Follow GovSpend’s best practices and methodologies consistently.
Perform other duties as assigned to meet business needs.
Follow the Information Security Policy and Acceptable Use Policy and acknowledge the Acceptable Use Policy before receiving system access.
Complete security awareness training at hire and on an ongoing basis.
Use only the access needed for the job; do not share passwords or accounts, and use multi-factor authentication.
Use only the company-issued laptop for GovSpend work, with encryption and automatic screen lock enabled.
Do not send company data to personal email or store it in personal cloud storage.
Connect to the company VPN before accessing GovSpend systems on public Wi-Fi.
Report suspected security incidents, phishing, or lost or stolen devices promptly to DevSecOps or the ISMS Lead; also report lost or stolen devices to IT.
Obtain ISMS Lead review before adopting a new tool or vendor that will access or store GovSpend data.
Oversee vendors day to day and raise security concerns to the ISMS Lead.