drjobs Relationship Manager

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1 Vacancy
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Job Location drjobs

Dundee - UK

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

You will act as a trusted advisor to senior stakeholders across highvalue client accounts ensuring a seamless journey from onboarding and integration to longterm engagement and growth.  

This role will see you guiding clients to maximising the impact of our digital offering while collaborating crossfunctionally with Product Commercial and TechSales to ensure alignment between client needs and our product strategy. 

Success in this role will be measured by retention customer satisfaction (CSAT) onboarding velocity and your ability to identify and influence opportunities for client expansion. You will also proactively address challenges and support customers in meeting their objectives and feed into our product development plans.  

In this Relationship Manager role  you will focus on:

Strategic Client Partnership & Growth: 

  • Manage strategic relationships with senior decisionmakers across our newest and largest API led accounts becoming an influential partner in customers API adoption   
  • Identify and influence opportunities for clients to expand their use of the API offering recommending relevant features enhancements or additional integrations. 

Onboarding & Ops Readiness: 

  • Ensure clients are supported through a seamless onboarding experience including technical setup billing authentication and operational enablement.  
  • Guide customers through initial API integration supporting their stakeholders to achieve fast timetovalue.  
  • Work closely with internal product teams to resolve blockers and ensure enterprise scalability from day one. 

Customer Success & Escalation: 

  • Serve as the primary point of contact for all strategic and escalated issues postsale ensuring accountability and resolution in collaboration with Product and Engineering.  
  • Monitor SLAs and success KPIs proactively managing client expectations and internal workflows to meet service standards.  
  • Drive continuous improvement of onboarding and support documentation development to scale delivery. 

Client Insight & Product Alignment: 

  • Use data to monitor customer usage trends feedback and any friction points raising and demonstrating actionable insights for the Product teams from the customer.  
  • Advocate for the customer by channelling their voice and needs into product roadmap discussions. 
  • Maintain clear regular reporting on account health risk mitigation and customer sentiment.  

Qualifications :

The experience youll bring:

  • Extensive experience in customer success technical account management or client relationship leadership in a SaaS API or cloudbased product environment.  
  • Demonstrable understanding of API lifecycle management integration approaches and technical onboarding best practices.  
  • Strong interpersonal skills including the ability to communicate technical topics clearly to nontechnical stakeholders.  
  • A proven track record of driving customer satisfaction retention and revenue growth through strategic engagement.  
  • Confidence using CRM and analytics to manage workflow and derive insight.  
  • A passion for personal development collaboration and delivering exceptional experiences in line with the Insights mission. 

The way youll show up:

  • Customer First: You will understand what drives value for API customers and advocate for their goals. 
  • Tech knowledge: You can speak the language of both business and technical stakeholders translating complex ideas in a way that is accessible to customers. 
  • DataLed: You leverage data/trends to predict client needs mitigate risk and identify opportunities. 
  • Collaborative & Resilient: You operate confidently cross functionally adapting your approach to departmental needs.  Your resilience allows you to stay calm under pressure while your creativity helps you find innovative solutions to complex problems.  
  • Empathetic Communicator: You will empathise with the customers situation understand the pressures they face and provide support that reflects their urgency and the business impact of their needs. 


Additional Information :

Location: Remote UK

Benefits:

    35 days holidays
    Discretionary Annual Bonus
    Private Medical Insurance
    Income Protection
    Pension Plan
    Health Cash Plan
    Life Assurance
    Electric Car Scheme
    Gymflex
    Employee Giving
    My Advantage Employee Discounts
    Critical Illness cover
    Employee Assistance Program
    Holiday purchase option
    Flexible working

Everyone is welcome at Insights. Were dedicated to creating a space where you belong that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.

Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning we will continue to foster the connections that matter to build a more inclusive culture.

It is in our nature to nurture. We have developed an organisation which puts care for our people inclusion belonging and wellbeing at the heart of our approach. Were strengthened by a community where we work together to cocreate a culture that celebrates difference and welcomes everybody.

We love learning. We want to be better tomorrow than we are today and were up for the journey. Unapologetically human undoubtedly individual. Colourful to our core.

Read more about inclusivity at Insights via the vacancy page on our website: Work :

Yes


Employment Type :

Fulltime

Employment Type

Remote

Company Industry

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