Job Title: Relationship Manager

Reports to: VP, Relationship Management 

Location: US Remote

Summary: 

The Pavilion Payments Relationship Manager “RM” is accountable and responsible for the achievement of revenue and retention of Pavilion customers within an assigned business segment or territory.  The RM will serve as a strategic advisor to our customers, ensuring they realize value from our solutions, meet their goals, and stay engaged as a long-term customer. As a Relationship Manager, you’ll manage a portfolio of customers, guiding them through adoption and renewal while driving customer satisfaction and retention.

Key Responsibilities:

In coordination with the VP, Relationship Management, the Relationship Manager serves as a regular contact within the portfolio of assigned customers or accounts.

• Collaborate cross-functionally with Sales, Support, Product, and Marketing to deliver a seamless customer experience.
• Accountable for the account relationship.
• Customer value realization as agreed to and/or contracted in conjunction with Sales.
• Responsible for recurring revenue at the contractual rate in conjunction with Sales.
• In line with the Pavilion Strategic Sales methodology, identify cross-sale and up-sale opportunities to increase revenue and communicate those opportunities to Sales.
• Conduct regular business reviews and check-ins to assess satisfaction, usage, and results.
• Identify and mitigate the risks of churn.
• Customer Retention
• Develop a deep understanding of each customer’s goals and success criteria and drive action plans to meet them.
• Effectively utilize all resources available to ensure the customer goals are met.
• Collaborate with Sales on key account planning, identifying goals and the execution of strategic customer success and revenue plans.
• Advocate for customer needs internally and contribute feedback to help shape product roadmap and service offerings.
• Identify when beneficial and make available training sessions, webinars, and resources to maximize product usage and success.
• Maintain accurate and up-to-date records of customer interactions, health scores, and touchpoints in the CRM.
• Accountable for tracking and analyzing customer satisfaction metrics (NPS/CSAT).
• Evaluation of utilization and performance of Pavilion products during onsite visits.
• To ensure customer success key performance indicators (KPI) are achieved to accomplish Pavilion account objectives.

Qualifications:

• Bachelor’s degree Business, Finance, Marketing, or equivalent work experience required
• 5+ years total sales or account/relationship management experience
• 3+ years’ experience in the Gaming industry
• 50-70% travel required
• Excellent presentation skills
• Business builder, creative team player, disciplined professional
• Well organized and detail oriented
• Strong working competency with Microsoft Office and Office 365 Products including Teams and Outlook

Perks & Benefits!

● A great company that is focused on team building, and career pathing for its team!

● Join a team that is fun, friendly, and customer-focused!

● Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department

JOB CODE: 1000015