Relationship Manager

Company Overview:
GovSpend provides data and analytics to organizations buying and selling in the public sector. With transparency and accountability at the center of what we do, we strive to place critical market intelligence into the hands of our customers so they can win more government business.

Our Mission:
At GovSpend, our vision is to be the indispensable system of action that powers how organizations discover, pursue, and win opportunities in the public sector marketplace.

Through our cutting-edge technology and platform, we harvest the data and produce the insights that enable our clients to make data-driven decisions and thrive in the dynamic landscape of government procurement. Together, we shape a more efficient, informed, and impactful public sector ecosystem.

Position Summary:
The Relationship Manager serves as the primary point of contact and sales enabler, driving revenue for a book of GovSpend’s largest customers.  

What you’ll do:

• Responsible for account planning to ensure proactive customer outreach and training with the goal of increasing users and usage.  
• Act as the customer point of contact, ensuring clear and consistent communication across inbound service activities, upsells into the account and outbound customer outreach. 
• Serve as the main negotiator for commercial terms with customers on contract issues, renewal pricing and past due payments in addition to being proactive with renewals.
• Manage and coordinate the processing, communication, and implementation of all customer changes, including performing modifications on searches per customer requests.
• Maintain awareness of all service matters including, troubleshooting, screen sharing, support sessions, and any other solution needed.
• Coordinate service activities with GovSpend’s internal teams to ensure all customer needs and expectations are met.
• Adhere to customer needs and expectations, by interfacing between sales and the customer to build a strategy for success during a customer’s subscription period.
• Ensure compliance levels are met in accordance with all maintenance contracted service level agreements.
• Maintain a high level of awareness of service issues affecting GovSpend’s product environment including proactive problem avoidance, behavior, and maintenance practices.
• Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer.
• Escalate appropriate retention efforts to their manager.
• Participate in Root Cause Analysis including incident and problem management activities.
• Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis.
• Other job duties as assigned to meet the business needs.

Security Responsibilities:

• Follow GovSpend's 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. Never share passwords or accounts, and use multi-factor authentication (MFA).
• Use only the company-issued laptop for GovSpend work, with encryption and automatic screen lock turned on.
• 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 a lost or stolen device right away to DevSecOps or the ISMS Lead. Lost or stolen devices are also reported to IT.
• Get ISMS Lead review before adopting a new tool or vendor that will access or store GovSpend data.
• Oversee the vendor day to day and raise security concerns to the ISMS Lead.

What you’ll need:

• Bachelor’s degree in business or related area. Proven work experience will be considered in lieu of degree.
• 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 track record of success negotiating agreements and driving increased retention rates.
• Background in customer training and support and ability to provide training independently.  
• Hands-on experience in implementing technology products for use by 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 effectively communicate/drive customer/market feedback.
• Strong computer navigation skills.
• Strong organizational skills with the ability to multitask.