Director / Senior Director, Relationship Management

Job description

About the Job

We are looking for a dynamic and strategic Director/Senior Director, Relationship Management Manager with B2B experience focused on building and growing relationships and ultimately scaling revenue. The ideal candidate will have a passion for problem solving, developing relationships, managing complex out-of-the-box solutions and thinking critically about the relationships they manage.

This role requires strong cross-functional collaboration and partnership in order to be successful. Leading a team of relationship managers, you will serve as a primary day-to-day point of contact and advocate for zerohash's diverse B2B client base which includes broker dealers, banks, neo-banks, merchant acquirers, fintechs, on-ramps and leading non-financial brands. You will also serve as an escalation point for business and account related issues and be a creative, trusted advisor for both clients and internal partners. The ideal candidate will have an understanding of the crypto and fintech landscape, exceptional relationship-building skills, and a strategic mindset to foster and sustain high-impact partnerships.

This is a fully remote role.

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Responsibilities

Build and maintain strong relationships with key stakeholders at client organizations, including executives, business development teams, and technical experts, to facilitate collaboration and drive joint initiatives

Develop customer relationships into zerohash advocates to help build a strong community of customers

Lead a team of talented, experienced relationship managers acting as both a coach and an escalation point.

Lead collaboration across cross-functional teams, including sales, marketing, product, legal, and finance to ensure the client has a smooth onboarding experience and that the client strategy aligns with the broader business goals.

Organize and lead monthly calls and quarterly business reviews with supported clients and also contribute to monthly revenue tracking and reporting to leadership as well as clients.

Create account-based strategies with a focus on enablement, account mapping, share of wallet expansion, upselling and co-marketing.

Work with Engineering, Product, Sales, Finance and Marketing teams to channel the client voice internally, impact product roadmaps, and ensure our solutions meet the needs of the market.

Quarterback additional service usage by identifying upsell and cross sell opportunities and adoption of new products.

Negotiate client agreements, contracts, and other legal documents, ensuring alignment with the company's goals and objectives.

Responsible for ensuring the highest level of service delivery across the business measured by NPS

Design and implement data driven reporting to track client satisfaction

Own retention and contract renewals

Excel at operating in a dynamic and quickly changing environment

Maintain operational excellence, identifying and implementing improvements to client-related processes (CRM system, internal systems) on an ongoing basis.

Requirements

Motivated by zerohash's mission and creating a seamless, best in class experience for our highest value clients

Bachelor's degree or equivalent practical experience

7-10 years of experience in B2B Relationship Management/ Business Development; with at least 2 years of demonstrated experience in people management and leadership

Experience growing client relationships including cross-sell/expansion

Exceptional written and verbal communication, able to explain complex topics simply

Strong interpersonal skills and the ability to build and maintain relationships with diverse stakeholders, both internally and externally

The ability to work independently in a fast-paced environment

Receptive to feedback and implements changes immediately with a positive attitude

An interest in being a relationship builder, collaborative partner, and dynamic project manager

Experience working in a complex ecosystem of SaaS or payments products

An ability to translate complex business concepts into concise and easy to understand conversations, and put structure to nebulous, unstructured problems

Travel requirements up to 20% to zerohash offices and client locations (depending on business need)

Maintain focus on

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Who can apply

Review the original listing for work authorization, qualifications and employer requirements.