Senior Vice President, Strategic Relationship Management

Job Description

Senior Vice President, Strategic Relationship Management

Job Level

E7

Summary/objective

The Senior Vice President, Strategic Relationship Management is responsible for overseeing the strategy and performance of the team dedicated to managing relationships with clients who have 500 or more employees. This role is focused on driving revenue retention and expansion, enhancing customer satisfaction, and overseeing the development of strategic relationships within a high-value client segment. The SVP will lead a team that ensures the long-term success of our largest clients through tailored solutions and strong partnership strategies. This position requires a proven leader capable of driving operational excellence, inspiring cross-functional collaboration, and implementing processes that scale effectively to meet the needs of a growing client base.

Core Job Duties

• Lead and manage the Strategic Relationship Management team focused on clients with 500+ employees, ensuring the team consistently meets and exceeds sales retention and expansion goals.
• Develop and implement strategies that drive customer retention, revenue growth, and customer satisfaction within the assigned portfolio of strategic accounts.
• Oversee the team's performance in all aspects of client management, from initial engagement through contract renewals and upsell opportunities.
• Act as the escalation point for high-value accounts, with ultimate responsibility for maintaining customer health, mitigating churn, and ensuring the successful expansion of business relationships.
• Create and execute strategic plans for expanding existing customer relationships and identifying opportunities for cross-selling and upselling additional services.
• Ensure the team maintains a robust pipeline of qualified opportunities and leads, prioritizing high-impact accounts and opportunities.
• Support the team with contract negotiations, renewal strategies, and pricing discussions to ensure mutual success and growth.
• Facilitate regular Deal Strategy and Red Zone calls, addressing high-priority accounts and complex client needs.
• Collaborate with the Senior Vice President of Customer Success to manage customer success initiatives, leveraging tools such as Health scores, Churn metrics, and CRM platforms to track performance, retention, and client satisfaction.
• Maintain deep knowledge of the company's solutions, products, and processes to provide strategic guidance to both the team and clients.
• Partner with senior leadership in succession planning, team development, and ensuring a culture of continuous improvement.
• Lead internal projects focused on improving customer success, tools, enablement resources, and processes to better serve the needs of high-value clients.
• Ensure alignment and collaboration with Customer Success leadership to provide seamless service delivery and exceptional customer experiences.
• Provide mentorship, coaching, and training for team members, fostering professional growth and development.
• Monitor performance metrics and report on team success, opportunities, and challenges to senior management.
• Build and nurture a high-performing team culture that drives revenue growth, customer satisfaction, and long-term client success.
• Hold team members accountable for meeting activity and performance metrics, ensuring a consistent focus on revenue retention and client relationship management.

Job Complexity

Guides and inspires others to work with abstract ideas or situations across functional areas of the business. Sets strategy and guides senior leaders in identifying and evaluating fundamental issues and direction for business unit(s). Requires in-depth knowledge of the business unit, business strategies, and the company's goals.

Interaction

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

Supervision

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

Experience

Typically requires a Bachelor's degree and 15+ years of direct experience, with 10+ years of leadership experience. May require advanced degree.

Scope

Sets direction, strategy, and vision for business unit(s). Holds senior leaders accountable for results. Helps shape, exemplify, and hold senior leaders accountable to the management standards of the company. Approves corporate and/or organizational policies and authorizes their implementation. Inspires senior leaders to develop innovative concepts and promote new ideas. Drives meaningful impact and improvements across multiple functions or business units; strategically plans for how people and processes scale.

Discretion

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

Minimum Qualifications

• Bachelor's degree or equivalent business experience.
• At least 15 years of experience in account management, relationship management, or a related field, with a strong track record of success in managing large client accounts (500+ employees).
• Proven leadership experience, including managing and mentoring high-performing teams, with a focus on customer retention and revenue growth.
• Demonstrated ability to create and execute strategic plans that drive business growth and enhance customer satisfaction for large enterprise clients.
• Strong ability to analyze data and use insights to drive decisions and improve client outcomes.
• Excellent interpersonal, communication, and negotiation skills, with the ability to engage effectively with senior leaders, clients, and internal teams.
• Expert knowledge of customer success strategies, sales processes, and revenue retention models.
• Proficient in using CRM tools and customer success platforms to manage accounts, track performance, and optimize team productivity.
• A results-driven mindset, focused on meeting and exceeding business objectives.
• Experience working cross-functionally with senior leadership, sales, product, and customer success teams to deliver exceptional outcomes.
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.

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 Vice President, 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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