Sr. 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 a Senior Commercial Relationship Manager (Team Lead) to join our India Delivery Center (IDC) in Bangalore. This is a customer-facing, quota-bearing role that combines ownership of a portfolio of higher-value SMB / Small Commercial accounts with a player-coach responsibility to improve execution consistency across the IDC commercial team. The Senior RM partners closely with U.S.-based leadership to drive forecasting rigor, escalation handling, and operational excellence across the scaled coverage model.

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 and upsell process across an assigned portfolio, including proactive outreach, renewal planning, pricing execution, contract progression, and negotiations.

- 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.

- Act as a player-coach for the IDC commercial team: provide targeted deal support, coaching, and best-practice guidance on renewals and expansion execution.

- Serve as the first point of escalation for complex customer scenarios, commercial exceptions, or cross-functional blockers; coordinate resolution with Support, Billing / Collections, Implementation / Professional Services, Product, and U.S. Account Management leadership.

- Maintain high-quality account and opportunity data in Salesforce, Gainsight, and related tools to ensure forecasting accuracy, visibility, and continuity across teams.

- Ensure consistent execution of playbooks, standard work, and segmentation rules across the IDC team; identify bottlenecks and opportunities to improve cycle time and customer experience.

- Partner with Customer Success Managers (CSMs) to align commercial priorities with adoption and customer health signals; support (but do not own) EBR preparation and follow-up by providing commercial context and action plans.

- Partner with Sales Enablement and U.S. leadership to provide feedback on playbooks and enablement needs based on real-world execution.

- Participate in staggered-shift coverage aligned to U.S. and European time zones, including overlap into U.S. Pacific Time mornings (targeting availability through ~12:00 PM Pacific) to support live customer engagement and escalations.

Required Skills & Experience

- 7+ 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 success owning complex renewals and negotiations and consistently delivering against quota.

- Proven ability to drive expansion outcomes (upsell / cross-sell) and to influence deal strategy.

- Exceptional spoken and written English communication skills and strong customer presence with U.S.-based customers.

- Demonstrated ability to coach peers and lead through influence (player-coach mindset) without formal people-management authority.

- Strong business management discipline: forecasting rigor, prioritization, and the ability to synthesize insights for leadership.

- Proficiency with CRM and customer systems (e.g., Salesforce, Gainsight) and a track record of data hygiene and operational excellence.

- Ability to collaborate cross-functionally, remove blockers, and drive outcomes in a complex environment.

Preferred Skills & Experience

- Experience supporting scaled customer coverage models and/or working with offshore/distributed teams.

- Experience leading operational initiatives (process improvement, Kaizen, standard work) that improve commercial execution.

- 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.