Senior Director, Strategic Relationship Management

Job Description

Senior Director, Strategic Relationship Management

Job Level

M6

Summary/objective

isolved is seeking a Senior 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 SVP of Strategic Relationship Management, the Sr. 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 per 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
• Build a team that exceeds the company's sales goals and helps drive the business forward
• Ensure that the sales and retention pipeline remains full of qualified opportunities and leads
• Monitor the team's activity and hold them accountable to consistently hit their activity metrics and sales and retention goals.

Job Complexity

Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the functional area, business strategies, and the company's goals.

Interaction

Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters. Influences policymaking.

Supervision

Directs and controls the activities of one or more functional areas, divisions, product groups or service areas through senior managers who have overall responsibility for the successful operation of those assigned areas. Clear expertise as a manager, leader, and operator.

Experience

Typically requires a Bachelor's degree and 15+ years of direct experience, with 8+ years of leadership experience. May require advanced degree.

Scope

Develops corporate and/or organizational policies and authorizes their implementation. Detailed knowledge of company allows for innovative concepts and promoting new ideas. Provides direction to senior managers in various areas, groups, and/or operations. Recognized as an influential leader. Drives significant impact and improvements across their function; strategically plans for how people and processes scale.

Discretion

Erroneous decisions will have a long-term effect on the company's success.

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

Senior 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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