Commercial Relationship Manager

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 related tools to ensure forecasting accuracy, visibility, and continuity across teams.
• Coordinate cross-functionally with Support, Billing / Collections, Implementation / Professional Services, and Product to resolve commercial blockers and ensure timely outcomes.
• Operate within defined segmentation, playbooks, and standard work to deliver consistent customer experience and scalable commercial execution.
• Participate in staggered-shift coverage aligned to U.S. and European time zones. One or more RMs will provide coverage into U.S. Pacific Time mornings (targeting availability through ~12:00 PM Pacific) to support live customer engagement; schedules may rotate as the team scales.
• Required Skills & Experience
• 5+ years’ experience in a customer-facing commercial role (Account Management, Relationship Management, Renewals, Inside Sales, or Customer Success with commercial ownership), preferably in a SaaS environment.
• Demonstrated experience owning renewals and commercial outcomes, including managing negotiations and closing revenue.
• Experience identifying and executing expansion opportunities (upsell / cross-sell) within an existing customer base.
• Exceptional spoken and written English communication skills and strong interpersonal presence with U.S.-based customers.
• Comfortable operating across time zones; ability to work a schedule aligned to U.S. business hours.
• Strong organizational and prioritization skills to manage a high-volume book of business using structured processes and tools.
• Proficiency with CRM and customer systems (e.g., Salesforce, Gainsight) and disciplined data hygiene/forecasting practices.
• Ability to collaborate cross-functionally and influence outcomes in a “win as a team” environment.
• Preferred Skills & Experience
• Experience supporting SMB or scaled customer segments with repeatable commercial motions.
• Experience working with U.S. customers or global clients; comfort navigating multiple stakeholders remotely.
• Experience in Facility Management and/or relevant verticals (Retail, Restaurants, Grocery, etc.).
• Why Work for Us?
• Our work environment is dynamic, collaborative, and entrepreneurial. We are looking for energetic, positive, creative problem solvers who don’t mind digging in and taking the initiative to get things done.
• In 2021, ServiceChannel joined the Fortive group of leading technology companies, united by a common purpose to make the world stronger, safer, and smarter.