Relationship Manager

About this role

The Relationship Manager is dedicated to enhancing client relationships and optimizing the client experience across VersiTech’s Partnerships portfolio.

Company Overview
At VersiTech, we go beyond the traditional boundaries of a tech company to provide payment and point-of-sale technologies that help businesses increase their profitability, run efficiently, and grow with confidence. We are innovators at heart, problem-solvers in action, and growth partners in spirit. In every solution we create and every service we offer, our ethos is clear: technology should be advanced, accessible, and easy to use. We have a passion for delivering technology-focused products and services that are built on speed, affordability, and reliability so that every business we serve enjoys a consistent experience with a trusted ally. Our two product lines, BOLD Integrated Payments and Tonic POS Software can be deployed together for a unified end-to-end experience or used independently for maximum flexibility.

Listening first, building lasting relationships, and delivering measurable outcomes for our partners and merchants are central to how we operate as an organization.

Who We Are
We operate under a rapidly growing and widely accepted business philosophy called “EOS” (Entrepreneurial Operating System). In learning to utilize EOS, you will have the ability to drive growth and be an empowered decision maker, something that you can’t get in large, slow-moving organizations.
As we grow, we are intentional about protecting our small-company spirit: staying agile, taking ownership, and maintaining strong relationships. We strive to live our values every day and in every way. We believe culture is built through the habits we practice: Value + Habit = Culture, and we are looking for others who feel the same way:

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We are ALL IN: We are committing wholeheartedly to a clear vision. Mission first and team always by: following through, owning outcomes, and finishing what we start for the success of ALL involved: our employees, our partners, our vendors, our communities, and our customers.

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We DARE TO BE DIFFERENT: We embrace our entrepreneurial DNA and small-company spirit as we scale, taking responsibility as first movers, simplifying the complex, and maintaining a culture of fun and approachability while prioritizing our partners and team members first.

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We are HUMAN: We are grounded in accountability and genuineness, we build strong relationships by listening to understand, communicating clearly, speaking truth with care, and respecting different perspectives with grace as we grow.

How You Will Make an Impact:
The Relationship Manager position is a pivotal role dedicated to enhancing client relationships and optimizing the overall client experience. You will be responsible for ensuring client satisfaction and maintaining positive relationships by managing the day-to-day needs of the clients and collaborating with other levels of the Partnerships department, resulting in overall client retention and growth. This means you will work closely within your department to manage clients and with the Client Services department to get the most ideal outcome for the clients. You will report to the Manager of Relationship Management who is responsible for proactive engagement and growth with both Bold and Tonic clients, ensuring their needs are met, and supporting them in maximizing their revenue potential. This role requires excellent communication and relationship-building skills.

Performance Metrics (not limited to):

• Achieve high client retention rates.

• SLA performance according to company standards.

• Internal cross-departmental feedback and cooperation.

What You’ll Be Driving Day-To-Day:

• Develop and maintain relationships within client organizations.

• Act as a point of contact for assigned and unassigned clients, using creative strategies to address their needs, resolve issues, and ensure satisfaction, in addition to assisting associates with their assigned portfolio.

• Managing and maintaining client data across multiple CRM platforms.

• Work closely with other departments, such as Client Services, Finance, and Direct Sales to ensure client success.

• Utilize knowledge of pricing and payment structures to optimize client satisfaction.

• Facilitate ongoing education for clients to enhance their independence and efficiency, including application processes, underwriting guidelines, and profitability analysis.

• Use compounded knowledge to take care of client issues, needs, and goals.

• Work closely with fellow team members to help cultivate a professional, fun, and trusting environment.

• Oversee ongoing client operations, assisting clients with merchant account onboarding, and ensuring a positive customer experience.

• Engage in ongoing training to stay up-to-date on sales, business, and industry updates.

• Assist in the development and implementation of client strategies and objectives.

• Assist with training new Associates and educating on team processes and tools.

• Manage, organize, and occasionally lead projects across the client lifecycle.

• Act as a trusted advisor to Associates when necessary.

• Work in tandem with assigned Partner Manager(s) on assigned portfolio.

• Oversee clients’ unique, higher-level concerns that require meticulous strategic planning.

• Position yourself as a trusted client advocate by actively engaging across all relevant internal channels.

You’ll Know You’re Successful When:

• Clients treat you as an extension of their own team, trusting you with real problems and honest feedback, not just routing tickets to you.

• Newer Associates come to you before they get stuck, and you’re shaping how the team works together, not just managing your own portfolio.

• Clients are increasingly self-sufficient with the tools and processes you’ve taught them. You’re solving root causes, not re-explaining the same issue every quarter.

• Other departments treat you as an…