[Hiring] Relationship Manager @VersiTech / Bold Integrated Payments / Tonic

Role Description

The Relationship Manager is dedicated to enhancing client relationships and optimizing the client experience across VersiTech’s Partnerships portfolio.

This role requires excellent communication and relationship-building skills.

How You Will Make an Impact:

• Ensure client satisfaction and maintain positive relationships by managing day-to-day client needs.
• Collaborate with other levels of the Partnerships department for overall client retention and growth.
• Report to the Manager of Relationship Management for proactive engagement and growth with Bold and Tonic clients.

Performance Metrics (not limited to):

• Achieve high client retention rates.
• SLA performance according to company standards.
• Internal cross-departmental feedback and cooperation.

What You’ll Be Driving Day-To-Day:

• Develop and maintain relationships within client organizations.
• Act as a point of contact for assigned and unassigned clients, using creative strategies to address their needs.
• Manage and maintain client data across multiple CRM platforms.
• Work closely with other departments, such as Client Services, Finance, and Direct Sales to ensure client success.
• Utilize knowledge of pricing and payment structures to optimize client satisfaction.
• Facilitate ongoing education for clients to enhance their independence and efficiency.
• Use compounded knowledge to take care of client issues, needs, and goals.
• Oversee ongoing client operations, assisting clients with merchant account onboarding.
• Engage in ongoing training to stay up-to-date on sales, business, and industry updates.
• Assist in the development and implementation of client strategies and objectives.
• Assist with training new Associates and educating on team processes and tools.
• Manage, organize, and occasionally lead projects across the client lifecycle.
• Act as a trusted advisor to Associates when necessary.
• Work in tandem with assigned Partner Manager(s) on assigned portfolio.
• Oversee clients’ unique, higher-level concerns that require meticulous strategic planning.
• Position yourself as a trusted client advocate by actively engaging across all relevant internal channels.

You’ll Know You’re Successful When:

• Clients treat you as an extension of their own team, trusting you with real problems and honest feedback.
• Newer Associates come to you before they get stuck, shaping how the team works together.
• Clients are increasingly self-sufficient with the tools and processes you’ve taught them.
• Other departments treat you as an easy, reliable partner; cross-team requests move without escalation.
• You’re the person handed the harder, higher-stakes client situations without needing guidance.
• Your grasp of each client’s history means problems get solved faster, with less repeated explanation required from the client.

Qualifications

• Communicate effectively internally and externally with tools provided.
• Work with urgency, producing high-quality outcomes.
• Make well-informed decisions, seeking input from others as needed.
• Be proactive and responsive; less reactive.
• The hours of operation for this role will fall within 8am – 5pm, depending on your time zone.
• This is a remote role with minimal travel expectations.

Benefits

• Competitive base salaries.
• Unlimited, flexible vacation policy (with manager approval), plus 7 major holidays.
• Fully covered Employee-only coverage for medical, dental, and vision insurance; partial contribution for Employee+others coverage.
• 401(k) program with available company match.
• Robust supplemental insurance offerings - life insurance, disability benefit, & even discounts on pet insurance!
• Flexible Spending Account (FSA) and Health Savings Account (HSA) availability.
• Marketplace Care Teams to provide emotional and spiritual support for our employees.
• Employee Assistance Program, Caregiver Support Program, & an Adoption Assistance Program.
• Career development and training opportunities.