Driven, Strategic Relationship Manager for SaaS Startup
Location: US, IN, Fishers
Department: Account Management
Employment type: Full-time
Required education: Bachelor's Degree
Industry: Internet
Function: Customer Service
Salary range: 38000-52000
Company profile: Bluebridge was created by a team of people who are passionate about organizations and the ways that effective technology makes them stronger and more well connected. Technology moves quickly. Businesses tend to move more slowly, either because of their place in organizational charts or because they often face modest budgets. bluebridge empowers these organizations with straightforward, affordable tools that help connect them with their customers and prospects.Bluebridge is built on a revolutionary platform that allows an organization regardless of size, to create a mobile app.By meeting consumers where they are—and with gadgets that they carry in their pockets and bags every day—bluebridge provides an engaging direct marketing channel that connects individuals while encouraging them to interact with your brand in a fresh, new way.
Description: Description:Bluebridge is a software as a service company that provides mobile tools to help organizations engage and communicate with their audience and communities. We work with organizations like Churches, Visitor & Travel Organizations and Colleges to help them connect their content with people's pockets. We love helping our customers create awesome, polished apps so they can better communicate.Our Values:Bluebridge is defined by continual improvement—not only of the products and services we deliver to our clients, but also of ourselves. Each member of our team is held to the same expectations: keep learning, experimenting, and iterating. Succeed or fail, but grow by it either way. Collaborate and ask questions. Be resourceful. Be restless. Have fun. We believe the joy you take in your work will be reflected in the outcome.Our Team:For a tech company, we’re deeply, unashamedly human. We make time for each other. We tell jokes, stay late together, eat meals together—sometimes over a tough project, sometimes at the bar down the street. We’re a team of self-starting individuals with a knack for cooperation and collaboration. We work (really) hard every day, but we also know when it’s time to take a break. We place a high value on personal connections amongst ourselves, our clients, and the outside world.Ideal Candidates:You’re smart, savvy, and highly skilled, but you’d rather show it than talk about it. You’re confident enough to know that you still have a lot to learn, and you listen first and speak second. When faced with an obstacle, you get excited to overcome it. You love taking new approaches and look for creative solutions for every challenge. You aren’t afraid to fail, but you refuse to be defeated. You’re always striving to be better, both professionally and personally. You dream big, then work hard to make it happen.The Job:Your mantra is: Driven, strategic, and resourceful.As a Relationship Manager it is your mission to deliver exceptional customer experience that helps customers achieve their strategic objectives. Your goal is to maximize the customer’s investment in our products and services.This role is key to client retention and account development of our rapidly growing customer base.You enjoy working with existing strategies, or creating new strategies on the fly to meet clients needs. You have high self-confidence and are a risk taker and problem solver.You are naturally a self-starter - others look to you for decisions and direction. You don’t avoid the difficult phone call (and maybe secretly love it). Turning around a tough client situation and resolving it with your confident, resourceful way is a simple reminder of why you love your job.You will help coach customers and develop and uncover and document their business goals. You will understand what it takes to win the hearts of your customers. By connecting customers to our team of experts in support, training and strategy, you are driven to manage relationships with excellence and ensure that nothing falls through the cracks with our live client’s needs.You are naturally organized and think on your feet. You are the backbone of Account management and ensuring the long term success of customers at Bluebridge.This position requires an extreme eye for detail to make sure nothing slips past you.Aside for high levels of organization, you will be communicating with customers at all levels of the customer organization, so you must be courteous and helpful at every turn. Happy, friendly communication should come naturally.
Requirements: Your typical day may include:Managing email communication and Phone Calls for Account Management questions.Learning the ins and outs of App Marketing Strategies, so you can suggest best practices for customer app promotion.Opening and Tracking support requests to ensure customers connect with the right team members and customers are getting answers.Tracking requests and deadlines to make sure everyone knows the status of their Account.Creating renewal strategies for specific customers, to ensure they realize the value of their investment and have a plan for their app long term.Coaching customers, uncovering and documenting their business goals so you can focus on the right solutions for their needs.Suggesting professional services, advanced training, or other upsells that match your customer goals.Primary Responsibilities:Lead all post-close account planning and management for a portfolio of 100 clientsWork with customers to deeply understand their use case, align business goals and establish measurable KPIsProvide proactive day-to-day account management, establishing call cycles to share best practices, communicate product updates and identify growth opportunitiesManage the renewal process and take point for the annual renewal of subscription and professional service contractsProvide executive management with visibility to renewal metrics and upsell pipelineContinually seek ways to improve customer service and communicationHelp identify at-risk customers earlier, uncover roadblocks and ensure the company is taking the necessary steps in the resolution processServe as voice of the customer and liaison to executive leadership, product management, professional services and customer support teamsMonitor the customer lifecycle and implement programs to improve the customer journeyProvide best practices consulting on mobile app strategyImplement and measure customer satisfaction metricsTier1 support as needed
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