What's this role about?

Rule #1 of the Auvik Way: Wow our customers!

As a key player in Auvik's customer success team, you'll drive expansion and retention by helping our existing customers unlock the full value of our product-ultimately fueling revenue growth. You'll be a strategic partner to your accounts, guiding adoption, identifying upsell opportunities, and influencing renewals. Internally, you'll act as the customer's voice across Product, Sales, Marketing, and Support, ensuring a seamless experience that supports both their success and Auvik's. You'll manage a portfolio of customers, lead them through implementation and product integration, and connect them to the right resources to maximize satisfaction and long-term partnership.

What will I be doing?

As an Account Manager at Auvik, you'll be a key player in ensuring the success of our Managed Service Provider (MSP) customers. You'll be responsible for fostering strong client relationships, driving revenue growth, and ensuring that customers are fully utilizing Auvik's products and services to meet their business goals. Every day, you will:

• Manage Client Relationships: Be the primary point of contact for a portfolio of customers, building and maintaining positive, long-term relationships.
• Support Customer Success: Understand your clients' needs and help them implement Auvik effectively within their operations, from initial adoption through ongoing use.
• Achieve Sales Targets: Meet and exceed revenue targets by upselling and cross-selling additional products or services to your accounts.
• Drive Product Utilization: Develop strategies to ensure your clients are maximizing the value of Auvik's features and are aware of new updates and developments.
• Collaborate with Teams: Work with Auvik's internal teams (e.g., onboarding, product, support) to ensure seamless client experiences and effective solutions.
• Customer Training and Demos: Conduct product demos and training sessions to help clients adopt and use Auvik's features to their full potential.
• Provide Feedback: Collect and document feedback from customers regarding potential product improvements or new features, sharing insights with our engineering and product teams.
• Resolve Problems: Address client issues in a professional and timely manner, ensuring that solutions are both effective and aligned with customer needs.

What are we looking for?

We're looking for someone who thrives in a customer-facing role, with strong sales and account management skills, particularly in a SaaS environment. You should have:

• Experience in Account Management: Proven ability to manage client relationships, particularly in a SaaS or IT service provider context, with a focus on driving revenue and demonstrating business value.
• Experience building strategic account plans: Experience developing and executing plans that drive product adoption and growth within customer accounts.
• Strong IT Business Understanding: A solid understanding of IT concepts and the ability to apply them to help grow and improve their service offerings.
• Sales Skills: Comfortable identifying opportunities to upsell and cross-sell, with a track record of meeting or exceeding sales targets.
• Analytical and Problem-Solving Abilities: Strong ability to assess and address client challenges, and a knack for offering creative, practical solutions.
• Excellent communication, organizational and interpersonal skills
• Ability to manage client concerns and conflicts with professionalism, ensuring positive outcomes
• A passion for technology and the ability to quickly grasp new products, features, and functionalities
• A commitment to continuous improvement

Are there bonus points?

Yes! We'll give your application extra credit if you have one or more of these:

• Knowledge of IT infrastructure operations or IT service provider business concepts
• Knowledge of Salesforce

We're actively hiring for this role and looking to bring someone great onto the team as soon as possible.

Hiring Process

At Auvik, our hiring process is designed to be personal, transparent, and human-led. Our Talent Acquisition Partners review all resumes, connect with candidates whose skills and experience aligns with the role, and stay in communication with you throughout your journey. If our interests align, you'll meet with a hiring manager, as well as additional members of the hiring team in follow-up conversations. All of your interviews will take place via Zoom.

Before meeting with a hiring manager, we also ask candidates to complete a 5-minute Predictive Index (PI) assessment. This helps us understand and match your strengths and work preferences with roles that will set you up for success.

We use AI tools to support administrative tasks in the hiring process; such as helping source candidates, drafting communications, and interview summaries, so our team can stay focused and present during conversations. We do not use AI tools to interview, screen or assess candidates; or determine who moves forward in the process. We debrief and consider the full context of every conversation before making hiring decisions. We believe hiring requires judgment that can be augmented but, not replaced by AI.

Compensation Details

At Auvik, our compensation philosophy is to be market competitive, reward performance, reflect our commitment to equity and maintain transparency with our employees. We have defined job levels and compensation ranges for each of our markets we employ, based on research from various sources of market data, which are reviewed on a regular basis.

The hiring range for this position is listed below. Compensation offered for candidates in this role is based on a number of factors including job-related skills, knowledge, and experience. These factors may cause your compensation to vary within the range outlined below.

In addition to cash compensation, all full-time employees are granted stock options to share in Auvik's future successes. Auvik employees are eligible to participate in additional benefits and programs including our comprehensive health and dental benefits plan, Wellness spending account, GRSP matching program, flexible paid time off, paid parental leave program, and are eligible for remote working subsidies.

OTE (Base + Target Incentive) Range:

$87,000-$113,500 CAD