Director / Sr. Director, Relationship Management

About the Job

We are looking for a dynamic and strategic Director/Senior Director, Relationship Management with B2B experience focused on building and growing relationships and ultimately scaling revenue. The ideal candidate will have a passion for problem solving, developing relationships, managing complex out-of-the-box solutions and thinking critically about the relationships they manage.

This role requires strong cross-functional collaboration and partnership in order to be successful. You will serve as a primary day-to-day point of contact and advocate for zerohash’s diverse B2B client base which includes broker dealers, banks, neo-banks, merchant acquirers, fintechs, on-ramps and leading non-financial brands. You will also serve as an escalation point for business and account related issues and be a creative, trusted advisor for both clients and internal partners. The ideal candidate will have an understanding of the crypto and fintech landscape, exceptional relationship-building skills, and a strategic mindset to foster and sustain high-impact partnerships.

This is a fully remote role.

Responsibilities

- Build and maintain strong relationships with key stakeholders at client organizations, including executives, business development teams, and technical experts, to facilitate collaboration and drive joint initiatives

- Develop customer relationships into zerohash advocates to help build a strong community of customers

- Lead collaboration across cross-functional teams, including sales, marketing, product, legal, and finance to ensure the client has a smooth onboarding experience and that the client strategy aligns with the broader business goals.

- Organize and lead monthly calls and quarterly business reviews with supported clients and also contribute to monthly revenue tracking and reporting to leadership as well as clients.

- Create account-based strategies with a focus on enablement, account mapping, share of wallet expansion, upselling and co-marketing.

- Work with Engineering, Product, Sales, Finance and Marketing teams to channel the client voice internally, impact product roadmaps, and ensure our solutions meet the needs of the market.

- Quarterback additional service usage by identifying upsell and cross sell opportunities and adoption of new products.

- Negotiate client agreements, contracts, and other legal documents, ensuring alignment with the company's goals and objectives.

- Responsible for ensuring the highest level of service delivery across the business measured by NPS

- Design and implement data driven reporting to track client satisfaction

- Own retention and contract renewals

- Excel at operating in a dynamic and quickly changing environment

- Maintain operational excellence, identifying and implementing improvements to client-related processes (CRM system, internal systems) on an ongoing basis.

Requirements

- Motivated by zerohash’s mission and creating a seamless, best in class experience for our highest value clients

- Bachelor's degree or equivalent practical experience

- 7-10 years of experience in B2B Relationship Management/ Business Development

- Experience growing client relationships including cross-sell/expansion

- Exceptional written and verbal communication, able to explain complex topics simply

- Strong interpersonal skills and the ability to build and maintain relationships with diverse stakeholders, both internally and externally

- The ability to work independently in a fast-paced environment

- Receptive to feedback and implements changes immediately with a positive attitude

- An interest in being a relationship builder, collaborative partner, and dynamic project manager

- Experience working in a complex ecosystem of SaaS or payments products

- An ability to translate complex business concepts into concise and easy to understand conversations, and put structure to nebulous, unstructured problems

- Travel requirements up to 20% to zerohash offices a