Relationship Manager

Summary: As a Relationship Manager, your primary mission is to cultivate and maintain strategic relationships with our clients to ensure exceptional customer satisfaction, drive retention, and support revenue growth and profitability. You will proactively engage clients, serve as a trusted advisor, and act as the voice of the customer within our organization. Your work directly impacts client lifetime value, net revenue retention, and our company's reputation in the market.

Responsibilities:

• Drive proactive client engagement: Maintain regular, strategic communication with assigned clients to showcase product features, optimization opportunities, and new capabilities that align with their business objectives.
• Build trust & strengthen relationships: Establish credibility and rapport with key stakeholders at client organizations, positioning yourself as a trusted advisor and go-to resource.
• Resolve issues & escalate strategically: Serve as the primary point of escalation for client concerns, working to resolve issues quickly while maintaining positive relationships and identifying systemic improvements.
• Advocate for customer needs: Partner cross-functionally with Product, Engineering, Support, and other departments to ensure client feedback informs our roadmap and service delivery.
• Educate & enable clients: Provide comprehensive training and education on product capabilities, new features, best practices, and process optimization to maximize client value realization.
• Leverage data for insights: Use CRM data, usage analytics, and business metrics to identify at-risk accounts, upsell opportunities, and areas where clients can achieve greater success.
• Achieve retention & growth goals: Meet or exceed assigned targets for client retention, net revenue retention, and customer satisfaction metrics.

Required skills:

• 5+ years of customer-facing experience in sales, relationship management, customer success, or account management.
• Demonstrated experience supporting complex software solutions, ideally in financial services, payments, or fintech.
• Proven track record of consistently meeting or exceeding performance goals and retention targets.
• Proficiency with Salesforce or similar CRM platforms; ability to maintain accurate records and generate forecasts.
• Strong communication skills with ability to articulate complex concepts clearly to diverse audiences.
• Bachelor's degree or equivalent professional experience.