Commercial Relationship Manager

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 environment 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 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.