Most Loved Workplace® Certified JobAccount Manager
Most Loved Workplace® Certified JobAbout the Role
At Relay Payments, a Most Loved Workplace® certified employer in the Financial Services space, Modernizing payments for the freight and logistics industry.
<p><strong>About Relay Payments</strong></p>
<p>Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by&nbsp; more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love’s, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. For more information about Relay, visit relaypayments.com.</p>
<p><strong>About The Role</strong></p>
<p>We are seeking an Account Manager to support and grow our mid-tier carriers. In this role, you’ll own customer relationships following onboarding and be accountable for driving long-term satisfaction, retention, product adoption, and revenue growth across your portfolio. You’ll develop a deep understanding of each customer’s business and execute strategies that increase revenue, improve account performance, uncover expansion opportunities, and increase customer satisfaction.</p>
<p>You will be part of a high-performing, customer-centric team that partners closely with our customers to help them realize ongoing value from Relay Payments. You’ll oversee account health, manage customer escalations, monitor key metrics, and play a pivotal role in shaping and scaling the customer lifecycle beyond onboarding.</p>
<p>This role requires someone who is passionate about delivering an exceptional customer experience through increased product adoption, account expansion, and the timely resolution of customer needs and escalations. You’re motivated by outcomes, driven by data, and energized by helping customers achieve great results with our products and services.</p>
<ul>
<li>Own a portfolio of mid-tier carrier customers and build trusted relationships with key stakeholders.</li>
<li>Proactively engage customers to identify and drive expansion opportunities, increase satisfaction, and increase adoption across Relay’s products and services.&nbsp;</li>
<li>Meet or exceed defined goals related to revenue growth, sales quota, retention, product adoption, and customer satisfaction.</li>
<li>Deliver a consistent and scalable customer experience across the entire post-onboarding lifecycle.</li>
<li>Develop and execute account plans informed by customer goals, product usage, account health, and revenue potential.</li>
<li>Lead regular customer meetings and business reviews that demonstrate value, assess performance, and identify upsell opportunities.</li>
<li>Monitor customer health and performance metrics, translate insights into action, and maintain accurate account information and forecasts.</li>
<li>Own customer escalations from initial identification through resolution, ensuring clear communication, urgency, and effective cross-functional coordination.</li>
<li>Collaborate cross-functionally with Sales, Product, Customer Support, and Implementation teams to ensure a seamless customer journey and successful handoff.</li>
<li>Champion customer feedback and communicate with internal stakeholders to inform the product roadmap and process enhancements.</li>
<li>Leverage tools, AI, and automation to improve efficiency, strengthen customer insights, and scale account management practices.</li>
<li>This role works Monday through Friday on a hybrid schedule–in-office at Cobb Galleria Monday, Tuesday, and Thursday.</li>
</ul>
<p><strong>About You</strong></p>
<ul>
<li>3+ years of experience in sales, implementation, partner management, customer success, or account management roles</li>
<li>Proven success managing large customer portfolios, growing customer accounts, and reducing churn</li>
<li>Demonstrated ability to identify expansion opportunities and influence customers to adopt additional products or services</li>
<li>Confident handling escalations and navigating complex customer relationships</li>
<li>Highly organized, metrics-driven, and energized by solving problems</li>
<li>Strong collaborator with a customer-first mindset and a passion for relationship-building</li>
<li>Entrepreneurial spirit; you love building, iterating, and improving</li>
<li>Excellent written and verbal communication skills and executive presence, including the ability to present to customers’ senior leaders and run effective internal and external meetings</li>
<li>Comfortable using data to assess account performance, prioritize opportunities, and guide decisions</li>
<li>Trucking industry experience is a strong plus</li>
</ul>
<p><strong>Our Core Values</strong></p>
<ul>
<li><strong>Invent the Future</strong> - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.<br><br></li>
<li><strong>Own the Work</strong> -<strong> </strong>Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.<br><br></li>
<li><strong>We’re in it Together</strong> - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.</li>
</ul>
<p><strong>Why Relay Payments</strong></p>
<ul>
<li>This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.</li>
<li>We are generously sharing equity in Relay Payments - everyone’s an owner!</li>
<li>We invest in your future with our 401K match program and dedicated personal/professional development funds.&nbsp;</li>
<li>Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.</li>
<li>We offer competitive benefits including medical, dental and vision insurance.</li>
<li>And lots, lots more!</li>
</ul>
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View Original PostingWhy This Is a Most Loved Workplace® Certified Job
Systemic Collaboration
We have the exact same, unwavering, company vision today that we had when we launched six years ago. If you can tell your people where you want to go, they’re much more likely to enthusiastically join you on the journey. We also reinforce our vision at every meeting, making sure we always start with our “why.” We keep our team informed about any changes, welcome their input, and ensure everyone knows what to do and how their contributions impact the specific successes we plan to achieve.
Positive Vision for the Future
Relay’s values are: 1) Invent the future, 2) Own the work, and 3) We’re all in this together. From giving team members ownership in Relay Payments, to designing products rigorously tested to serve under-appreciated truck drivers, Relay’s values are deliberately part of our day-to-day — not just words on our website. Every team meeting and process starts with an acknowledgement of our “why,” to ensure that our values are being upheld. We understand that our values require constant nurturing — and resources — to succeed. We’ve hired a top-notch People team to ensure team members feel connected to our values.
Alignment of Values
Our cofounders have always excelled when it comes to representing our values. To their credit, one of the first items they worked on upon launching Relay Payments was to establish values, set the vision and bring in seasoned people and culture experts to build the right culture and team to accomplish our lofty goals. They’ve done every job at Relay Payments, including customer service and check processing so it’s inspiring for everyone to know there isn’t a role that isn’t critically important to our success.
Respect
We’ve had the same vision since we launched, so continually socialize and reinforce it. We do this through quarterly rallies to discuss goals, report progress, and celebrate wins. We hold biweekly check-ins and monthly updates to address issues and monitor progress. By consistently communicating, we ensure everyone is aware and feels valued. One of our values is to “own the work” so every team member receives company ownership and is invested in our success. Another tenet is a “no surprises” approach – this means we want to regularly hear from our team members on whatever is on their minds.
Killer Outcomes
Creating a digital payment network to transform the trucking industry requires an outstanding team and a supportive environment. We intentionally built a collaborative, people-first culture so our talented professionals can thrive. We foster collaboration by: – Establishing clear communication, leveraging tools like MatterMost for seamless interaction and quick chats. – Encouraging dialogue in psychologically safe environments through regular meetings and weekly 1:1s between managers and team members where ideas flow freely. – Implementing cross-functional projects to avoid silos. – Providing training on effective communication, emphasizing the importance of diverse perspectives. – Leading by example, demonstrating collaboration and setting expectations for a united, purpose-driven environment.
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