Director​/Senior Director, Relationship Management

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.
#LI-Remote

• 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.

• 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…