ENVIRONMENT:

SERVE as trusted advisor for named accounts to ensure the highest levels of on-going retention and satisfaction as the next Relationship Manager sought by a provider of Tailored Management Software Solutions. You will identify upsell opportunities and opportunities for increased utilization and adoption while being the primary point of contact for named customers, understand success criteria, address questions, and help resolve issues. You will have a portfolio of customers and be responsible for revenue targets associated with retention and expansion. The ideal candidate will require a Bachelor's Degree or equivalent, at least 5 years' work experience in a customer capacity with high level of interaction with internal/external customers and partners, software product experience including Gen-AI, preferably have experience with proposals and RFPs, Advanced Office 365 & knowledge of SharePoint Online and Customer Success software.

DUTIES:

• Develop and maintain strong relationships with assigned customers to ensure maximum satisfaction and retention levels.
• Identify and execute business strategies that contribute to the success of the key metrics including product adoption/utilization, retention, upselling, contractual compliance and opportunities for expansion.
• Introduce new products and gauge interest levels with your accounts.
• Coach and train named customers on the features of the product to ensure they are getting maximum use of the product.
• Identify opportunities for revenue growth within customer portfolio.
• Develop qualified references by establishing credibility and responsiveness with assigned customers to ensure customers receive appropriate acknowledgement for providing references.
• Monitor support tickets logged by customers in your portfolio to ensure proper resolution.
• Setup web sessions to assist customers in troubleshooting their issue and resolve them with assistance from other internal departments when required.
• Identify, prioritize, and resolve customer issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions.
• Participate in cross-functional teams to discuss accounts and look for trends or commonalities. Ensure the best interests of both customers and the business are being fairly and objectively represented.
• Collaborate with Account Directors, Sales, and Professional Services in partnership to deliver value to the customer portfolio.
• Other duties/special projects as assigned.
• Be aware of, and comply with, all corporate policies.

REQUIREMENTS:

Qualifications -

• Bachelor's Degree (or equivalent) or higher.

Experience/Skills -

• Minimum 5- years' experience in a customer capacity with high level of interaction with internal/external customers and partners.
• Proven team leadership experience a plus.
• Software product experience including Gen-AI.
• Strong technical mindset.
• Experience with proposals and RFPs preferred.
• Advanced Office 365 skills.
• Knowledge of SharePoint Online and Customer Success software.
• Planning and Project Management capabilities.
• Ability to give presentations to small and large groups of people.

Additional Knowledge and Skills -

• Ability to analyse a situation, define key objectives, and recommend action plans.
• Strong written and verbal communication skills, including negotiation skills.
• Demonstrated aptitude to assess and analyse issues/data and develop or implement appropriate plan to resolve.
• Must possess a customer-focused attitude with the ability to act as a customer advocate
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