Strategic Account Manager

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren't just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

It is an incredibly exciting time to be joining Relay given a staggering 461% three-year revenue growth rate and that we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000.

As a Strategic Account Manager, you'll be the cornerstone of key Relay customer relationships. You'll be a strategic partner to leaders and end users at individual site deployments within Relay's most strategic logos (Fortune 50 companies), deeply understanding their use cases & performance, overarching business priorities, technology stack, and desired outcomes. Your ability to combine relationship management, clear internal and external communication, and a data-driven approach to performance measurement will be key to fostering long-term partnerships and maximizing customer value.

Success in this role will be defined by:

* Strong NPS scores and product engagement

* Consistent and meaningful feedback from sites on product performance and use cases

* Discovery of new stakeholders and product opportunities (growth & use cases) within the logo through strong site-level relationships

* Ability to brief on client business priorities, tech stack insights, and where Relay fits into and can support broader business outcomes

* Client retention and site-level growth

What You'll Do:

* Relationship Management:
Build and nurture strong, trusted relationships with key stakeholders across site-level client organizations, from end-users to management. Act as the primary point of contact for all post-sales activities, ensuring high levels of client satisfaction.

* Customer Advocacy & Growth:
Proactively identify opportunities for product adoption, expansion, and new use cases within existing deployments. Advocate internally for client needs and collaborate with product, customer success, and support teams to ensure their success.

* Performance Management & Optimization:
Monitor and analyze client usage, health metrics, and performance data to proactively identify trends, opportunities, and risks. Develop and present data-driven insights and recommendations to optimize their use of our solutions and achieve their business objectives.

* Technical Acumen:
Develop a deep understanding of our clients' technology stacks, infrastructure, and workflows. Be able to confidently discuss requirements and potential challenges, bridging the gap between business needs and technical solutions.

* Issue Resolution & Escalation:
Partner closely with Customer Success and Support to effectively manage and resolve client issues and escalations in a timely and professional manner, coordinating with internal teams as needed to ensure swift resolution.

* Business Reviews:
Lead regular business reviews with clients to review performance, showcase value, and align on future strategies.

* Feedback Loop:
Gather and synthesize client feedback to contribute to product development, service improvements, and overall customer experience.

What You'll Have:

* 7-10 years of experience in account management, customer success, or strategic consulting, specifically managing high-value, Fortune 500 enterprise-level accounts.

* 3+ years of experience working with complex technology stacks or SaaS infrastructure

* Proven track record of building and nurturing trusted, long-term relationships with stakeholders across all levels, from end-users to management.

* Adept at analyzing client usage, health metrics, and performance data to provide actionable insights and recommendations.

* Possesses a deep understanding of complex technology stacks, infrastructure, and workflows to bridge the gap between business needs and technical solutions.

* Exhibits strong internal and external communication skills for briefing business priorities and leading regular business reviews with clients.

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