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

• 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