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Federal Relationship Manager

2 months ago

Washington, Washington, D.C., United States GovSpend Full time

Company Overview:
GovSpend provides data and analytics to organizations buying and selling in the public sector. With transparency and accountability at the center of what we do, we strive to place critical market intelligence into the hands of our 4,500+ clients so they can win more government business.
Our Mission:
At GovSpend, our vision is to be the foremost and indispensable provider of Data and Market Intelligence on government activity, driving insights for vendors and agencies. We envision a future where organizations harness the power of data to identify opportunities, optimize strategies, and make for more efficient government.

Through our cutting-edge technology and platform, we harvest the data and produce the insights that enable our clients to make data-driven decisions and thrive in the dynamic landscape of government procurement. Together, we shape a more efficient, informed, and impactful public sector ecosystem.
Position Summary:
The Federal Relationship Manager serves as the primary point of contact and sales enabler, driving revenue for a book of GovSpend's Federal customers. Acts as a mentor and point of customer escalation for their assigned team of Customer Success Specialists.

What you'll do:

  • Responsible for account planning to ensure proactive customer outreach and training with the goal of increasing users and usage.
  • Act as the customer point of contact, ensuring clear and consistent communication across inbound service activities, upsells into the account, and outbound customer outreach.
  • Provide customer strategy sessions, proactive onboarding and ongoing customer training to ensure ongoing product usage
  • Serves as the main negotiator for commercial terms with customers on contract issues, renewal pricing, and past-due payments in addition to being proactive with renewals.
  • Manage and coordinate the processing, communication, and implementation of all customer changes, including performing modifications on searches per customer requests.
  • Maintain awareness of all service matters including, troubleshooting, screen sharing, support sessions, and any other solution needed.
  • Coordinate service activities with GovSpend's internal teams to ensure all customer needs and expectations are met.
  • Adhere to customer needs and expectations, by interfacing between sales and the customer to build a strategy for success during a customer's subscription period.
  • Ensure compliance levels are met in accordance with all maintenance contracted service level agreements.
  • Maintain a high level of awareness of service issues affecting GovSpend's product environment including proactive problem avoidance, and maintenance practices.
  • Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer.
  • Escalate appropriate retention efforts to their manager.
  • Participate in Root Cause Analysis including incident and problem management activities.
  • Ensure that GovSpend's best practices and methodologies are adhered to on a consistent basis.
  • Other job duties as assigned to meet the business needs.

What you'll need:

  • Bachelor's degree in business or related area. Proven work experience will be considered in lieu of a degree.
  • 5-7 years of sales or relationship management experience driving customer-related strategy, preferably in a SaaS or information services business.
  • 5+ years of experience with Federal Agencies or across a complex enterprise environment.
  • Background in customer success, operations, customer engagement, satisfaction, and retention with a proven track record of success negotiating agreements and driving increased retention rates in a SaaS or data business.
  • Background in customer training and support and ability to provide training independently.
  • Hands-on experience in implementing technology products for use by external customers.
  • Highly data-driven mindset and passion for analytics.
  • Strong network in FED and SLED.
  • Demonstrated ability to drive customer renewals and customer success.
  • Ability to define new models and processes from the ground up and operate at scale.
  • Ability to make effective decisions.
  • Track record of working cross-functionally to effectively communicate/drive customer/market feedback.
  • Strong computer navigation skills.
  • Strong organizational skills with the ability to multitask

***This is a remote role that must reside in the DMV area***