Senior Strategic Relationship Manager

Role Overview

• Manage the U.S. and Canada Video Game card partner relationships throughout customer lifecycle all while advocating internally for the customer, communicating customer needs to internal, cross-functional departments
• Build and maintain deep and wide relationships, including executive level relationships, within your portfolio of Blackhawk clients, continually adding value and services to your existing accounts
• Broaden BHN’s business value by intimately learning and understanding your customer’s business and strategic priorities to effectively recommend broader & more customized solutions to meet their needs
• Cross-sell and upsell value-added products and services to clients, including other products and promotional marketing events
• Develop strategic customer success plans for each of your customers to ensure full adoption of our products and services
• Oversee the successful execution of enhancements, promotions, and program changes, including holiday preparations, beginning as early as June of each year
• Drive revenue growth, profitability goals, and performance targets for clients in your portfolio
• Conduct periodic account reviews, proactively outreach to existing customers to help drive business goals
• Coordinate across internal teams to support clients and their growth
• Oversee the management of your client’s day-to-day needs and account coordination with the assistance of Account Management operational support
• Act as trusted adviser and escalation point for customer issues raised, collaborate with internal teams to drive prompt issue resolution
• Analyze client performance and industry data to provide valuable insights to your customers
• Manage the customer renewal process, provide renewal quoting, and revenue retention of assigned accounts

Requirements

• Bachelor’s Degree, preferably in Business, Sales & Marketing, or related degree
• Minimum of 12 years’ experience in a customer-facing role such as Strategic Relationship Manager, Account Manager, Sales, or Professional Services, with a demonstrated track record of success
• Prior experience driving toward a revenue or renewal target and working with mid-market and enterprise level accounts
• Experience with consumer-facing, web-based products and services, digital marketing, and/or eCommerce experience is highly preferred
• Prefer an active video game player, preferably on console platforms, with PC and mobile a plus
• Understanding of video game industry, brands and related product differences (i.e. cash value gift cards, subscription gift cards, and code to content gift cards for specific games or add-on content for a game)
• Excellent verbal, written, and presentation skills; able to use good judgment in communications with clients and across multiple departments: Engineering, Finance, Customer Service, Marketing, Business Development, Sales
• Ability to manage multiple tasks, projects, and clients in parallel
• Strong organization, prioritization, and time management skills, with strong attention to details
• Sales acumen with the ability to influence clients to invest in promotions, marketing and new products/services
• Ability to effectively explore customers’ underlying issues and needs that suggest broader solutions; maximizing the productiveness of sales interactions by building on customer cues to gain commitment to products, services, and solutions; articulating and promoting a path forward
• Aptitude to grasp the complexity of Blackhawk platform: the consumer-facing, client-facing, and Blackhawk-facing portals and how they interface with external, client, and third-party systems
• Demonstrated willingness to work as a member of a team and interface appropriately and effectively to accomplish departmental goals and objectives
• Strong customer service skills with a client-focused orientation
• High degree of initiative and keen sense of urgency
• Proficiency in Microsoft Office tools; PowerPoint, Excel, etc.
• Requires up to 15% travel
• Must have successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.

Benefits

• 401k with employer match
• Medical
• Dental
• Vision
• 12 paid holidays in the year 2026
• Sick pay accrual according to state law
• Parental leave
• Life insurance
• Disability insurance
• Accident and illness insurance
• Health and dependent care flexible spending accounts
• Wellness benefits
• Paid time off for all full-time employees