Relationship Manager (Corporate, Grata)

Requirements

You have 3-5 years of experience in a customer-facing role, with commercial experience managing renewals and upsells
Proven proficiency engaging directly with customers and working independently
Successful candidates will be: innovative, persuasive, creative, and have a genuine curiosity in their clients’ business. They will be goal and results-oriented, optimistic and smart, with a value-added mindset, a proactive approach to the role and the ability to adapt to change
Experience developing and delivering value added communications including the ROI Grata delivers. Examples include; executive business reviews, user check-in calls, and regular touch points with key influencers
Demonstrable success identifying and forecasting risk as well as growth opportunities within your book of business
Confident, high energy, self-motivated, and a true team player
Well-organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple work streams
A track record of exceeding target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS
You embrace our values. You’re thoughtful, selfless, and responsive
What the job involves

We are looking for a Relationship Manager to join our team! The ideal candidate should have a proven track record of account management, maintaining high customer renewal rates as a result of outstanding customer engagement at all levels of their clients’ organizations
As Grata’s lead contact for your assigned accounts, you are responsible for ensuring high levels of customer satisfaction and driving customer ROI, becoming a trusted advisor to each of your clients. Your primary goal will be driving commercial success across your accounts
Combine commercial and engagement strategies throughout each client’s annual life cycle to achieve consistent growth in your book. Your north star metric will be your book’s NRR
Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
Serve as the primary contact for customers to resolve questions over email/phone, perform periodic customer success reviews that confirm satisfaction, resolve issues and bugs with the help of the Product and Engineering teams, and expand Grata use throughout the account
Grow your revenue base by maximizing account retention as well as renewal and upgrade revenue through increased product adoption, cross sales of new product modules, and increased user counts
Maintain strong relationships with customers across varied personas: users, champions and decision makers measured through engagement scores, NPS, and recorded customer feedback
Proactively identify account risks and drive churn mitigation strategies, bringing together the appropriate team members from within Grata to achieve consistently high client health scores

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