Channel Relationship Manager

The Channel Relationship Manager is responsible for providing strategic account management by developing and managing the overall account strategies for an assigned portfolio of clients including identifying incremental revenue opportunities and retention of existing services. This role is responsible for managing and nurturing client relationships, ensuring client satisfaction, and driving business growth. The role involves understanding clients' needs, identifying opportunities for upselling or cross-selling, and collaborating with internal team to deliver exceptional service

Collaborate cross-functionally with Sales, Sales Operations, Marketing, Product Development, and Client Operations to align partnership initiatives with overall company objectives.
• Own and grow strategic partner relationships by engaging executive stakeholders to understand business needs, address challenges, and deliver value-driven solutions in line with their goals.
• Lead strategic account activities, including quarterly business reviews, site visits, and recurring account management calls covering forecast, material, and project management.
• Prepare and deliver client-facing reporting on performance trends, activity, risks, and improvement recommendations.
• Identify and drive upsell, cross-sell, renewal, and expansion opportunities to protect and grow existing revenue streams.
• Maintain in-depth knowledge of CPI products, solutions, and industry trends; actively promote new offerings and lead partner enablement initiatives across sales, marketing, and operations.
• Develop and execute partner training strategies to support sales effectiveness, operational readiness, and go-to-market success.
• Define, track, and report on KPIs and partnership performance metrics, providing actionable insights to senior leadership. Standardize where possible.
• Serve as the final escalation point for operational issues, ensuring timely resolution, root-cause analysis, and clear communication with internal and external stakeholders.
• Capture and communicate Voice of the Customer insights to inform product development, technology roadmaps, and process improvements.

• Proven leadership skills, detail-oriented, high level of integrity, strong analytical and problem-solving skills
• Refined analytical skill-set and ability to effectively use data strategically
• Passion for teamwork, relationship building and client service
• Strong written and verbal communication skills
• Acute attention to detail
• Ability to work well with cross functional teams, strong communication and presentation skills
• Resourceful in establishing and nurturing key relationships both internally and externally
• Demonstrated ability to solve problems, determine appropriate actions and complete projects with minimal direction
• Skilled in managing multiple concurrent projects, activities and tasks under time constraints
• Demonstrated Acumen to facilitate productive meetings and drive outcomes
• Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction
• Experience managing strategic or complex client accounts
• Proven ability to identify, develop, and execute account growth opportunities, including upsell and cross-sell initiatives.

Requirements:

• Bachelor's Degree or equivalent in Business Administration, Communications, Project Management or related field
• 5+ years of account management/direct client services experience
• Financial service industry experience preferred
• ISO 9001:2015 understanding and familiarity; training/certification is a plus

Physical Demands:

• Work is conducted primarily in a seated position with extensive use of office equipment and requires walking, bending, reaching and stooping on an occasional basis. Frequently required to work at desk on computer. May be occasional exposure to shop elements such as noise, dust, fumes and odors. Work involves dealing with detail, accuracy and extensive human interaction.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.