[Hiring] Director/Senior Director, Relationship Management @zerohash

Role Description

We are looking for a dynamic and strategic Director/Senior Director, Relationship Management Manager 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. Leading a team of relationship managers, 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
• 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 a team of talented, experienced relationship managers acting as both a coach and an escalation point.
• 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.

Qualifications

• 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; with at least 2 years of demonstrated experience in people management and leadership.
• 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 and client locations (depending on business need).
• Maintain focus on operational excellence, identifying and implementing improvements to partner-related processes (CRM / Finance etc.) on an ongoing basis.
• Experience in fintech, brokerage, payments, and/or the crypto industry.

Preferred

• Highly self-motivated, proactive, and able to work effectively in a fast-paced, dynamic environment.
• Self-confident, resilient and goal focused.
• Motivated by a startup environment.
• Experience working with product and engineering teams.

Benefits

• Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only).
• Vision & Dental Insurance (U.S. only).
• Chance to earn equity.
• Maternity & Paternity leave (after 6 months).
• WeWork All Access Membership.
• WFH Yearly Stipend.
• L&D Yearly Stipend (after 6 months).