Director of Relationship Management

Billd • Austin, TX

2d • Hybrid

About The Position

Billd is a fast-growing fintech company looking to disrupt a $1.5 trillion industry. We offer first-of-its-kind, industry-leading financial and technology products to empower our customers, commercial subcontractors. We believe in championing the underdog because no one else does.
You will be challenged to bring your best self to Billd and guaranteed to have the most professionally rewarding experiences of your career. We pride our team on being focused, relentless, and driven, but never take ourselves too seriously and love having fun.
As a rapidly growing company, we offer several opportunities for internal growth and career development. We’re committed to the motivated professionals that work at Billd, but don’t just take our word for it. Check out our 4.3 Glassdoor rating to see what our team has to say about working here.
The Director of Relationship Management will be responsible for driving revenue and customer retention by delivering a world class customer experience. This role is a critical member of our GTM leadership team and will work closely with customer acquisition, deal operations, underwriting, marketing and product teams to ensure that we are delivering on our commitment to customer success. The ideal candidate is obsessed about building a top performing team, exceeding customer expectations, creating systems and processes to maximize their team’s efficiency and testing creative strategies to expand customer relationships. This role will report to our EVP of Sales who oversees the broader GTM teams.

Requirements

• A minimum of 5 years of experience in a leadership role in customer success or account management
• A proven track record of building successful customer success programs that drive high levels of satisfaction, retention and expansion
• An ability to manage a large team effectively while maintaining high levels of motivation and engagement
• An ability to work collaboratively across multiple functions within an organization
• An analytical mindset with experience using data-driven insights to inform decision-making
• A passion for delivering world-class customer experiences
• Excellent communication, presentation and interpersonal skills
• A Bachelor’s or Master’s degree in business administration, finance, or a related field

Responsibilities

• Lead the Relationship Management team to ensure that we are delivering best in class support to our customers and continuing to sell our products to existing customers
• Inspire and motivate the team to hit and exceed targets of continued sales of our products to existing customers
• Develop and implement strategies and processes to improve customer satisfaction, retention and expansion
• Define and measure KPIs for the team
• Own cross functional relationships and ways of working with underwriting, customer acquisition, marketing and product teams to ensure open communication and collaboration
• Collaborate with customers to identify opportunities for improvement, drive education and understanding of new features and functionality of the product and product portal
• Provide regular reporting on key KPIs that roll up to revenue
• Effectively coach and performance manage team members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager