Director, Strategic Relationship Management

Job Description

Director, Strategic Relationship Management

Job Level

M5

Summary/objective

isolved is seeking a Director, Strategic Relationship Management who has a proven track record of creating high-performing sales and retention teams through a focus on a strong culture. Reporting to the Senior Director, Strategic Relationship Management, the Director role is responsible for managing all aspects of the customer sales and retention department. The major duties include providing management communications to the sales department, training and coaching the team; monitoring and reporting on sales and retention metrics, and managing the respective processes.

Core Job Duties

• Build a relationship management team that exceeds the company's sales goals, focuses on churn migration, succession planning, and customer satisfaction and advocacy.
• Owns the team's metrics and creates strategies to exceed quota.
• Acts as the first line of escalation for their team's account portfolio with ultimate responsibility for customer health and revenue retention and expansion for the assigned book of business
• Ensure that the sales pipeline remains full of qualified opportunities and leads
• Supports team members in contract pricing and renewal strategy and negotiations
• Facilitates Deal Strategy and Red Zone calls on a set cadence
• Collaborates with SVP of Customer Success to manage and review team statistics, through systems such as Health scores, Churn zero, and Sugar CRM as well as help track annual budget, customer retention, referrals, and reference measurements
• Maintains in-depth working knowledge of the company's brands, industry, systems, and processes
• Collaborates with the VP of Customer Success on team development and succession planning
• Continually pursue improvements and work on internal customer success optimization, tools, materials, and enablement projects
• Collaborate with support/customer success leadership.
• Supervise the team in accordance with company policies and procedures
• Provide coaching for existing team members and training for new members
• Manage performance and salary reviews and develop development plans
• Report to management on sales metrics, opportunities, and pipeline

Job Complexity

Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.

Interaction

Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.

Supervision

Directs and controls the activities of a broad functional area, typically through several department managers within the company. Strong understanding of people management strategies and how to develop leaders in their function to be successful. Builds and supports high functioning, motivated teams. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.

Experience

Typically requires a Bachelor's degree and 12+ years of direct experience, with 8+ years of leadership experience. May require advanced degree.

Scope

Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations effective achievement of objectives. Able to lead and support their function while continually achieving impact and improvements across all areas.

Discretion

Erroneous decisions will have a serious impact on the overall success of functional, division, or company operations.

Minimum Qualifications

• Strong work ethic leading sales team by example, 5 years of sales experience, 5+ years of sales leadership,
• Ability to learn our technology quickly and continue to keep your knowledge up to date
• Excellent written, oral, and presentation communication skills
• Ability to thrive in dynamic customer-facing interactions and harness your problem-resolution skills to handle difficult customer conversations
• Ability to confidently negotiate renewals and speak to company billing and pricing
• Strong computer literacy, which includes expertise with Microsoft Office Suite (Outlook, Excel & PowerPoint) as well as experience with payroll and HCM software
• Proven ability to collaborate and build strong relationships with customers, especially at the leadership level, and engage across corporate functions (i.e. Sales, Implementation, Marketing, Customer Support, Product, etc.)
• Bias for action and sound instincts on resolving issues effectively.
• Be inquisitive and like researching to solve problems and identify solutions

Preferred Qualifications

• Experience with alternative payroll and HCM software
• Strong customer relationship management exp.
• Solution sales across an entire portfolio of products and services
• Business Services sales experience
• Cloud-based Software experience
• Solution sales in software and applications focused on payroll, HCM, customer service, mobile apps, e-commerce, analytics, and application development 3 years of experience

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

Internal Job Title

Director, Strategic Relationship Management

Effective Date

02/03/2025

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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