Toronto - Senior Account Manager

The Senior Account Manager is the account(s) primary point of contact.

The Senior Account Manager’s role is to:

• manage ongoing revenue by retaining current projects

• growing new revenue via net new projects within assigned customer base

• develop senior customer relationships with people of influence and decision makers

This is an ideal position for someone who can leverage their previous experience in sales and is experienced using their consultative skills to seek new projects with a key sense of growing revenue.

Duties and Primary Responsibilities:

Under the supervision of the VP Sales, the Senior Account Manager provides overall day-to-day leadership to both the client and internal client team(s). They ensure the effective planning and execution of customer strategic objectives.

The position includes key elements and all aspects of customer management including strategic account planning and execution, overall account management and satisfaction, account development and account growth, customer relationship management, leadership and coordination across cross functional business teams.

Primary Responsibilities:

• Manage relationships: you will actively manage client relationships to increase adoption, ensure retention, and increase satisfaction.

• Advise: you will establish a trusted advisory relationship with your clients and strategically position our solution and services while driving adaption and thus revenue.

• Build: you will build relationships with customers at all levels from end users and individual contributors to business leaders and executives. Leading customer relationship management, informing and directing various levels of management within our organization to drive strategic relationships and value at all levels within the client accounts. Documentation of account relationship management within the CRM tool.

• Infuse enthusiasm: you will ignite a sense of excitement with the client, encouraging adoption and expansion where possible. Engaging your internal teams to share account and client knowledge in support of building a client-centric culture.

• Facilitate and Train: you will organize, lead, and document client meetings and online training sessions to drive user adaption of programs, review new features/functionality and product demonstrations. Proactively informing and communicating key program milestones, activities and new offerings to project team members. Keep team advised of program changes, enhancements and challenges.

• Communicate: you will persistently engage with clients throughout the contract lifecycle, you will be the main point of contact, responsible to manage the account, escalate important issues where needed, and inform internal stakeholders and on key business and account information.

• Strong Collaboration: this role works closely with customer experience, product management, engineering, and marketing.

• This role is responsible for finding new opportunities for customers to extend their use of our technology and services. Proactively identify customer needs and propose solutions using our platform or professional services. Consulting and prescribing solutions to meet and exceed their business objectives. Forecast revenue based on run rate business and new opportunities with assigned accounts.  

• Develop and execute annual and quarterly Account Plans for each assigned account.

Qualifications and characteristics of an ideal candidate:

• 5 years + of Account Management experience at B2B SaaS company.

• Strong client-facing skills including communication skills, expectation management, information management and presentation skills.

*Experience in meeting management including: identifying decision makes VS influencers, developing agendas, ensuring meeting objectives are met and use of various virtual platforms.

• Strong problem-solving skills and ability to be resourceful when assisting teams and clients.

• Strong communication abilities, evidence through documentation, process, procedures and proactive client management.

• Ability to work in a fast-paced environment on a variety of projects, with multiple deadlines and requirements. Ability to organize, prioritize, track and manage assignments while maintaining quality work and attention to detail(s).

• Curious nature, demonstrates ability to seek clarity, asking questions and seeking to understand more.

• Demonstrates personal accountability for assigned responsibilities with proactive communication practices to support quality and timely project completion.

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