Commercial Relationship Manager - Remote

Overview

Are you passionate about turning potential churn into lasting customer loyalty? We're seeking a dynamic and results-driven Commercial Relationship Manager to join our team. In this pivotal role, you'll be the champion of our subscription customers, ensuring they experience the full value of our offerings and remain long-term partners.

In Short

• Retain subscription customers by educating them on the benefits and value of our offerings
• Negotiate commercial agreements with customers and support the CS team in commercial negotiation when required
• Ability to think creatively and use various methods in problem-solving; ability to anticipate and resolve problems
• Use common Customer feedback to identify opportunities to continuously improve the Customer Experience
• Assess the customer's needs by probing and uncovering the root cause of their concern, build rapport, and achieve a resolution
• Act as the primary point of contact for clients initiating cancellation requests, ensuring they receive personalized attention.
• Conduct in-depth discovery calls to uncover the root causes of dissatisfaction and propose tailored solutions to address these issues.
• Work closely with internal teams (CSMs, Sales, Product, and Finance) to develop and implement personalized retention strategies, such as offering training, clarifying product features, or addressing pricing concerns.
• Analyze client feedback to identify systemic trends and recurring issues contributing to churn, providing actionable insights for company-wide improvements.
• Track and document all retention efforts, maintaining comprehensive records to support data-driven decisions and strategic adjustments.

Requirements

• 3+ years of Customer Success or Account Management experience, preferably in a SaaS environment.
• Demonstrated ability to leverage strong business acumen to understand customer needs and creatively develop solutions that align with their strategic goals, and driving their success
• Exceptional multitasking abilities and time management skills.
• Demonstrated success in building rapport with customers across different levels, primarily through email and phone interactions.
• Strong work ethic and adaptability to thrive in a rapidly changing environment.
• Customer-first mindset: Demonstrated ability to understand and relate to customer concerns and build trust and rapport
• Strong sales acumen with a consistent track record of quota achievement 
• Excellent listening skills with the ability to problem-solve and de-escalate as needed
• Impeccable communication skills (both verbal and written).
• This role requires a high degree of flexibility, supporting multiple teams and functions as needed. It demands adaptability, cross-functional collaboration, and the ability to pivot between responsibilities to meet evolving business needs.

Benefits

• Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.
• Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.
• Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management.
• Work-life balance: Find your perfect rhythm with our hybrid model - 3 days on-site and 2 days remote working.
• Market-level compensation based on experience $85,000 - $100,000 On-Target Earnings.
• Comprehensive benefits package, featuring employee stock options, Medical, Dental, and Vision coverage options, and up to a 4% match on 401k contributions.