ABOUT THE ROLE
The Account Manager owns iGUIDE's relationships with our largest and most complex customers. These are the accounts with the most room to grow, and their success has a meaningful impact on our business. They manage a book of named accounts from our existing customer base and select new accounts as they land, and they're accountable for the relationship, the forecast and the growth of each one.
Using a deep understanding of how each customer's business works and where it's heading, they find where the account can grow, win the customer's commitment to pursue it, and make iGUIDE part of how the customer works: more teams, more projects and better connections into the systems they already use. They keep executives and key stakeholders informed with insight from the customer's own iGUIDE data, so we become the data partner the customer relies on.
The role suits a curious, growth-minded person. They ask for the next opportunity, have the hard conversations early and get creative when the number is behind. They build partnerships where customers see iGUIDE as a true partner in their business, and they help both companies grow together.
KEY RESPONSIBILITIES
- Own gross and net revenue retention across your book of named accounts. You'll keep and grow usage-based processing revenue, and handle renewals and commercial changes.
- Keep a living account plan in HubSpot for each account. Forecast volume from customer insight and operational signals, and if the book falls behind, bring forward a recovery plan.
- Spot churn and contraction risk early, like accounts going quiet, capturers going inactive or key stakeholders leaving, and act before it shows up in the number.
- Find growth both wider (new teams and regions) and deeper (more volume, additional deliverables and integrations). Ask for the business proactively and win the customer's commitment to go after it.
- Build relationships at every level, from an executive sponsor and budget holder to the frontline users. Send regular value updates built from the customer's project data and become the data partner they rely on to run their business.
- Act as the customer's single point of contact and work as one team with the AE and solutions engineer. Own activation for new accounts, from contract to full production use.
- Keep HubSpot complete as the system of record and send customer friction to Product as structured feedback. Use AI tools to prepare for customers conversations, read account signals and extend what one person can cover across the book. Stay close enough to the output to catch where it falls short.
QUALIFICATIONS
- 4+ years managing enterprise accounts, owning a recurring or usage-based revenue book with a number attached.
- A proven history of owning relationships with, and reporting to, a customer's executive suite.
- A track record of activating new accounts and growing existing ones on your own initiative, with the detail to show exactly how.
- Optimistic and resourceful under a number: has found creative ways to close a revenue gap and can show what you tried.
- Experience at a company selling hardware plus software or services into operational buyers. Or from the customer side, having run operations at a brokerage, inspection or restoration firm, AEC practice or facilities team.
- Comfortable with complex accounts: many stakeholders, many projects, procurement.
- Builds and defends a forecast from activity data. At home in a CRM and a spreadsheet.
- Has turned usage and activity data into insight a customer executive acted on.
- Has built a business case that moved a customer's work away from an in-house or competing option.
- Understands how a product fits into a customer's existing systems and workflows, well enough to spot an integration opportunity.
- Uses AI tools day to day to raise the quality and reach of their work and knows where those tools fall short.
- Working knowledge of residential real estate, insurance and restoration, commercial real estate or AEC is an asset.
- Experience with project-based or services delivery is an asset.
- Works across time zones. Occasional travel to key accounts and trade shows.
THE IDEAL CANDIDATE
You are:
- A self-starter who takes ownership and follows through
- Comfortable with ambiguity and energized by building
- Naturally collaborative and team-oriented
- Customer-focused and outcome-driven
- Curious, innovative, and eager to improve how things are done
- Accountable; you make commitments thoughtfully and deliver on them
We offer:
- 100% employer-paid flexible benefits plan
- Comprehensive Health & Dental coverage
- 3% RRSP/DPSP Match
- Health Spending Account (HSA) or Lifestyle Spending Account (LSA) options
- A collaborative and innovative culture
- Opportunities to grow as we scale
- The backing of a global industry leader through REA Group
