ServiceChannel is the leading cloud-based service automation platform for
facilities management. We offer a single platform to source, procure, manage and
pay for repair and maintenance services from commercial contractors. We are
committed to creating a great product for our customers and a great work
setting for our employees to succeed professionally and personally.
ServiceChannel is seeking an experienced Commercial Relationship Manager (RM) to
join our India Delivery Center (IDC) in Bangalore. This is a customer-facing
role responsible for owning the commercial lifecycle for a high-volume portfolio
of SMB and Small Commercial customers, including renewals and expansion
(upsell/cross-sell). The RM executes structured, repeatable commercial motions
at scale while partnering closely with Customer Success (CSM) who owns product
adoption and engagement programs.
This role will support our Global customer base with primary account ownership
across United States (majority) and Europe (minority). The roles will scale to
align to U.S.
and Europe business hours; working with customers across all U.S.
and European time zones.
Key Responsibilities
* Own and execute the end-to-end renewal process across an assigned portfolio,
including proactive outreach, renewal planning, pricing execution, and
contract progression.
* Own expansion outcomes for the portfolio by identifying, qualifying, and
executing upsell and cross-sell opportunities using structured commercial
plays.
* Conduct customer-facing commercial conversations (renewals, pricing
discussions, negotiations, and expansion conversations) with professionalism
and strong business acumen.
* Partner with Customer Success Managers (CSMs) to incorporate adoption and
customer health signals into renewal and expansion prioritization; support
(but do not own) EBR preparation and follow-up by providing commercial
context and next steps.
* Maintain high-quality account and opportunity data in Salesforce, Gainsight,
and r