Sr. Enterprise Relationship Manager

Rectangle Health•Valhalla, NY

30d•$100,000 - $105,000

About The Position

The Senior Enterprise Relationship Manager will be responsible for creating, nurturing, and building strong, long-term relationships with our enterprise clients. The primary focus of this role is to act as a trusted partner, becoming an integral part of their business operations. You will ensure that our solutions are fully aligned with their business goals, driving value at every stage of the client journey. By identifying revenue growth opportunities, reducing churn, and serving as the primary point of contact for all client needs, you will foster deep, enduring partnerships. In collaboration with internal teams (Sales, Product, Support, etc.), you will coordinate efforts to deliver seamless service and achieve client success. Additionally, you will provide a full-scope feedback loop, ensuring that insights from clients are communicated effectively to internal teams, driving continuous improvement. You will also monitor key metrics like Monthly Recurring Revenue (MRR), transaction volumes, and customer utilization to support business objectives such as retention and expansion.

Requirements

At least 5 years of experience in relationship management, customer success, or account management, preferably within the payments, DSO, medical office management, practice management, or SaaS industries.
A 4-year college degree in Business, Marketing, or a related field is required.
Strong experience with Salesforce or a similar CRM platform to manage client relationships and track key metrics.
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook), and familiarity with project management tools is a plus.
Ability to monitor and analyze key metrics such as Monthly Recurring Revenue (MRR), transaction volumes, and customer utilization to drive decision-making and identify growth opportunities.
Strong verbal and written communication skills, with the ability to engage with senior executives and stakeholders across multiple departments.
Strong organizational skills and the ability to balance multiple priorities in a fast-paced environment. Ability to manage and support client relationships while ensuring cross-functional alignment.
Willing to travel up to 25% nationally (or within the assigned region) to meet clients, attend industry events, and support customer needs.

Responsibilities

Build and Maintain Relationships with Enterprise Clients: Cultivate and sustain strong, long-term relationships with key stakeholders at strategic accounts, serving as the primary point of contact for all customer needs and inquiries.
Understand Client Needs and Identify Revenue Growth Opportunities: Gain a deep understanding of each client’s business, goals, and pain points to identify upsell, cross-sell, and other revenue growth opportunities. Effectively transition these opportunities to the sales team for further pursuit.
Monitor and Manage Client Accounts: Regularly track and monitor client accounts to ensure optimal performance, including monitoring key metrics such as Monthly Recurring Revenue (MRR), transaction volumes, and processing amounts. Address any issues proactively to reduce churn and increase client retention.
Collaborate with Internal Teams: Work closely with cross-functional teams (Sales, Product, Operations, etc.) to ensure seamless onboarding, implementation, and delivery of services. Serve as the internal advocate for each client, ensuring that all teams are aligned with client needs and expectations.
Customer Retention and Churn Reduction: Work proactively to ensure client satisfaction and reduce churn by addressing client concerns, recommending solutions, and offering ongoing support. Create a consistent, positive experience that fosters long-term loyalty.
Traffic Control and Project Management: Act as the traffic controller for your assigned accounts—managing the flow of information and ensuring smooth communication across teams. Balance the needs of multiple clients while ensuring timely delivery of services and solutions.
Provide Ongoing Client Support: Continuously engage with clients to help them maximize the value of our solutions. Provide timely updates and insights on product utilization, offering recommendations to enhance their experience.
Gather and Analyze Client Feedback: Collect client feedback to understand their experience and needs better. Share valuable insights with the product and development teams to drive continuous product improvement.
Track and Analyze Data: Use CRM tools (e.g., Salesforce) to manage client activity, track performance metrics, and identify trends in client behavior. Provide regular reports on account health, including metrics like MRR, transaction volumes, and retention rates.