Client Relationship Manager

Position Title: Client Relationship Manager
Reporting to: SVP Client Success
Department: Sales, Client Success

Overview:The role of the Client Relationship Manager owns the retention, client health, and revenue growth for a portfolio of existing clients. This role will manage the renewal lifecycle, will monetize accounts through increased adoption, will create leverage through enhancement/add-ons, line-of-business expansion, and will surface product line cross-sell opportunities. Works with Marketing, Sales, Delivery, Payment Operations, Product and Support to deliver world class customer experience resulting in advocacy of One Inc products. Success is measured through 95%100% client retention, increased MRR through cross-sales and increased product utilization, 100%+ portfolio revenue growth, and contract extensions (with exclusivity).

This is a revenue-focused, quota-bearing role - not a traditional service or support position. While relationship-building is critical, success is measured by new business, portfolio growth, cross-sell, and renewals. This isn't your average "relationship manager" title - if you're looking for a service desk role, this isn't it.

That said, we're not just looking for strong sellers. The deals themselves are owned and executed by our sales Directors. What we need is someone with a presence and drive - to build trust, create strategic connections with decision-makers, and open the right doors. The true value of this role lies in influencing outcomes and creating access that leads to growth across the portfolio.

Essential Job Functions & Responsibilities:

• The Client Relationship Manager is the central point-of-contact for a portfolio of assigned clients post go-live.
• Maintains a thorough understanding of the merchants business and usage of One Inc products and services to identify risks and opportunities.
• Represents voice-of-customer relative to their engagement with the overall One Inc business. Distribute feedback cross-functionally for continuous client experience improvement.
• Maintain regular cadence of client engagement which will include executive and strategic business reviews that occur monthly and/or quarterly.

• Understand Client Needs - Conduct regular check-ins to assess client goals, challenges, and expectations.

• Coordinate and manage Executive and/or Quarterly Business reviews with all relevant stakeholders and Executive Sponsors.
• Manage renewal lifecycle to identify contract upside and drive toward 100% retention.
• Demonstrate value through each interaction and connect client initiatives and priorities to One Inc's current and future roadmap capabilities.
• Maximize feature adoption and generate demand for One Inc product cross-sells and line-of-business expansions.
• Execute adoption monitoring and optimization programs immediately post go-live to ensure total volume and digital payments align with expectations.
• Work with the Marketing, Sales, Payment Operations and Product team to drive the engagement and advocacy of One Inc into our customer base.
• Go deep and wide into the install base by establishing top level executive relationships, as well as operational and technical stakeholders.
• Stay Updated on Industry Trends - Keep informed about market changes to provide strategic recommendations
• Understand how to conduct and clearly explain analytics and performance data to drive insights and decision-making with clients.

• Facilitate connections across client organizations, including C-level and ELT stakeholders, to ensure alignment and executive
• Communicate effectively across all levels of client and internal teams-both written and oral-with clarity, empathy, and purpose.

Skills & Qualifications:

• Expert relationship management and communication skills.
• Proven ability to drive internal teams for timely client responses by building strong cross-functional relationships, ensuring accountability, and maintaining a high level of responsiveness and follow-through
• Team player; works collaboratively with all departments to achieve desired results.
• Ability to understand business strategies and translate those to functional and technical stakeholders.
• Working knowledge of insurance industry and/or payment processing standards and trends.
• Demonstrated ability to interpret analytics and communicate key insights to influence business outcomes.

• Experience identifying and creating cross-sell opportunities and developing go-to-market strategies within existing accounts.
• Proven success in maintaining high client health scores and satisfaction ratings.
• Strong understanding of payments and/or insurance organizations, structures, and key operational areas including billing, policy, and claims.
• Ability to find, engage and influence senior and executive-level stakeholders (ELT/C-Suite).

• Ability to travel onsite to customer locations. Estimated Travel required 25-50%

Experience & Education :

• Bachelor's degree or equivalent experience.
• Minimum 10 years' experience in Enterprise Account Management, Client Success or other relevant support position(s) or relatable insurance experience
• In-depth understanding of Billing, Policy, and /or Claims within the insurance industry.
• Experience working in fast paced, rapid growth companies or departments.

Desired Traits:

• Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive & Adaptable to Change, Commitment to Personal & Professional Development.

• Be part of a team devoted to elevating, innovating, and growing. We value agility, expertise, greatness, unity-and those who lead with purpose while lifting others along the way.

• Must be flexible and able to work in a highly changing environment where resiliency and ability to work around problems is critical
• Ability to be the driver of results across a matrix management structure

• Strong Communication Skills - Ability to listen actively, articulate ideas clearly and adapt communication style to different clients
• Problem-Solving Mindset - Proactively identifies issues and offers solutions before they escalate.

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Environment:

Standard work-from-home office setting; exposure to computer screens.

Physical:

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision:

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing:

Ability to hear in the normal audio range with or without corrections.

Company Profile : One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That's the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premium and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA-One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.