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.

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].