Relationship Manager

Company: ParallelDots Inc.
Location: Costa Rica
Employment Type: Full-Time
Office Setting: Remote - Work from Home
Reports to: Chief Customer Officer

About Us:
ParallelDots is one of the fastest growing Retain Computer Vision startups globally. We have one of the world's best retail artificial intelligence research teams. ParallelDots is headquartered in the US with a major development center in India. Today, we have a presence across 30+ countries globally and serve 15+ timezones. Our flagship product, ShelfWatch helps CPG manufacturers and retailers optimize in-store exposure and maximize sales. Our mission is to create stores of the future by building a one-stop platform that automates in-store execution for retail and CPG brands, so that our customers can focus on driving shopper engagement.

Role Overview:
As a Relationship Manager at ParallelDots, you will play a critical role in managing and nurturing relationships with our key clients. Your primary responsibility will be to ensure that our clients are deriving maximum value from our AI solutions, driving customer satisfaction, retention, and growth. You will be the main point of contact for clients, working closely with cross-functional teams to deliver exceptional service and support.

Key Responsibilities
Client Relationship Management:

• Serve as the primary point of contact for assigned clients, building and maintaining strong, long-term relationships.
• Understand clients' business goals, challenges, and needs, and proactively offer solutions that align with their objectives.
• Conduct regular check-ins, business reviews, and strategic discussions with clients to ensure their satisfaction and success.

Customer Success & Retention:

• Drive adoption and utilization of our AI solutions, ensuring clients are fully leveraging the platform's capabilities.
• Identify opportunities for upselling and cross-selling additional features or products based on client needs.
• Monitor client health metrics, and develop strategies to mitigate churn and maximize retention.

Problem Solving & Escalation Management:

• Act as a trusted advisor, providing clients with insights and recommendations to overcome challenges.
• Address and resolve client issues promptly, coordinating with technical support, product, and other teams as necessary.
• Escalate critical issues to senior management, providing clear and actionable recommendations for resolution.

Collaboration & Communication:

• Collaborate closely with the sales, product, services, and technical teams to ensure seamless onboarding and implementation for new clients.
• Communicate client feedback to the product team to influence the product roadmap and improve the overall user experience.
• Prepare and present reports on account performance, highlighting key achievements, challenges, and growth opportunities.

Business Growth:

• Identify and pursue opportunities for account growth, including contract renewals and expansions.
• Assist in the development and execution of account strategies that drive revenue growth and achieve company targets.

Qualifications:
Experience:

• 3+ years of experience in customer success, account management, or relationship management, preferably in a B2B enterprise SaaS environment.
• Previous exposure to working with enterprise customers in North America and Latin America.
• A strong working knowledge of SQL, APIs and Master Data Management. Experience working with AI, machine learning, or data-driven technologies is a plus.
• A project management certification such as a PgMP, PMP, CAPM, ITIL, or CSM will be preferred.

Skills:

• Fluent in English. Fluent in either Spanish or Portuguese, preferably both.
• Strong facilitation skills and experience with interacting with multiple stakeholders (including C-suite executives) to gain consensus and build solutions under tight deadlines.
• Proven ability to manage multiple accounts and projects simultaneously, prioritizing effectively.
• Analytical mindset with the ability to interpret data and provide actionable insights.
• Problem-solving skills with a proactive and solution-oriented approach.

Education:

• Bachelor's degree in Business, Marketing, or a related field. Relevant certifications or advanced degrees are a plus.

Other Requirements:

• Ability to work in a fast-paced, dynamic startup environment.
• Willingness to travel for client meetings and events as required.

What We Offer:

• Competitive salary and benefits package
• Opportunity to work with cutting-edge AI technology in a high-growth startup
• Collaborative and inclusive company culture
• Professional development opportunities
• Flexible working environment

This job description is designed to outline the primary responsibilities and qualifications for this role. It is not intended to be an exhaustive list of duties.