Develop and execute account growth plans for assigned clients
Manage contract renewals, including negotiations and CRM accuracy
Scope new work requests and manage adjustments as needed
Oversee client spending and align forecasts with Finance
Lead quarterly business reviews and provide data-driven insights
Conduct regular client updates and manage project communications
Facilitate client onboarding and training processes
Benefits
Opportunity to work on-site at client offices in Greater Toronto area up to 3 days a week
Engagement in strategic client relationship building
Involvement in high-impact projects that drive revenue growth
Access to a collaborative team environment
Opportunity to influence client success and satisfaction
Full Job Description
We are looking for an Account Manager to join our rapidly growing Accounts team and help build out all aspects of our launch and grow processes. Account Management sits at the center of the client relationship. It owns the client communication cadence, renewals, QBRs and growth planning for every retail partner account, and decides how client-facing issues, timelines and communications are handled.
You will support existing clients and grow them. You will own the relationship from Discovery through steady-state growth. You own the health and growth of each account, leading the client relationship and rallying teams to deliver results that drive revenue.
Must be available to be on site at our clients offices in the Greater Toronto area up to 3 days a week.
Grow revenue and expand accounts
Own and run an account growth plan for each assigned client, with a clear point of view on expansion and upsell. Prepare the growth analysis and market-and-trends insights for each business review.
Own contract renewals end to end, including proposed rates, leadership sign-off, negotiation and CRM accuracy.
Scope new requested work, manage scope and cost adjustments when requirements change.
Manage client spend, and meet regularly with Finance to review the prior month and align on the quarterly forecast.
Monitor feature adoption after launch in partnership with Product; assess the roadmap impact of follow-up work from user acceptance testing.
Build deeper, more strategic client relationships
Lead quarterly business reviews end to end: scheduling, workback plan, deck structure, highlight-video inputs, roadmap and priorities summary, and the post-review recap.
Provide data-driven recommendations to clients and host regular meetings to review campaign results.
Identify case study opportunities, secure the client's alignment and approvals for case studies, testimonials and quotes, and gather materials.
Support customer marketing: go-to-market and flagship event support, contact-list accuracy, and input on award nominations, client events and speaking opportunities.
Own client communications and day-to-day account delivery
Lead regular client updates, including project emails and calls, performance dashboards, and ad hoc reports, working with the support and operations teams.
Manage requirements and user acceptance testing (UAT) with clients: take in requests, obtain and submit requirements to Product, prioritize UAT feedback, obtain explicit UAT sign-off, and announce project launches internally and externally.
Represent client feedback and usage insights in roadmap discussions through business reviews and UAT prioritization.
Launch new clients
Run the internal kick-off, business discovery roadmap, go-to-market timeline, proposal and end-to-end go-to-market reviews.
Own client onboarding and enablement: build and deliver training, create help-center guides and FAQs, and coordinate the marketing plan and launch announcement.
Required qualifications
5-7 years of experience in account management, sales and/or client success
A track record of growing revenue within existing accounts
Strong technical aptitude, with the ability to quickly master our tech stack and business productivity tools (CRM, project management, video conferencing, Slack, G-Suite, etc.)
Excellent written and verbal communication and presentation skills
Excellent project management and organizational skills
Sound judgment on when to resolve a client issue directly and when to escalate to leadership, especially during project delays or scope changes
Comfort owning client-facing communications on sensitive topics such as billing discrepancies, service issues and contract renewals
The ability and desire to work in a fast-paced, challenging environment
A drive to meet and exceed measurable performance goals, with a competitive nature and a self-starter mindset
