Sr. Commercial Relationship Manager

Fortive; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

ServiceChannel, part of Fortive, seeks a Senior Commercial Relationship Manager (Team Lead) at its India Delivery Center in Bengaluru to own a portfolio of SMB accounts and coach the IDC team. You will drive renewals, pricing, and expansions with U.S.-based customers across time zones.

You will partner with Sales Enablement and U.S. leadership to refine playbooks, coach peers, and ensure data hygiene in Salesforce and Gainsight.

Qualifications

• 7+ years in a customer-facing commercial role (Account Management, Relationship Management, Renewals, Inside Sales, or Customer Success with commercial ownership).
• Proven success owning complex renewals and negotiations and delivering against quota.
• Proven ability to drive expansion outcomes (upsell/cross-sell) and influence deal strategy.
• Exceptional spoken and written English with robust customer presence, especially with U.S.-based customers.
• Demonstrated ability to coach peers and lead through influence without formal people-management authority.
• Strong business discipline: forecasting, prioritization, and synthesis of insights for leadership.
• Proficient with CRM and customer systems (Salesforce, Gainsight) and data hygiene.

Responsibilities

• Own end-to-end renewal and upsell processes for an assigned portfolio, including outreach, pricing, contract progression, and negotiations.
• Drive expansion outcomes by identifying and executing upsell and cross-sell opportunities.
• Lead customer conversations on renewals, pricing, negotiations, and expansions with professionalism and business acumen.
• Act as a player-coach for the IDC commercial team: provide deal support and best-practice guidance.
• Escalate complex scenarios and coordinate resolution with cross-functional teams (Support, Billing, Implementations, Product).
• Maintain accurate account and opportunity data in Salesforce, Gainsight, and related tools for forecasting and visibility.
• Ensure adherence to playbooks and standard work; identify bottlenecks to improve cycle time and customer experience.
• Collaborate with Customer Success Managers to align commercial priorities with adoption and health signals.

Skills

Renewals

Upsell

Cross-sell

Negotiations

Forecasting

CRM proficiency

Coaching

Cross-functional collab

Tools

Salesforce

Gainsight

Job description

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.

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 [e-mail].