Build and maintain strong relationships with key customer stakeholders, including executive-level contacts, to understand their business objectives and align our solutions to meet their needs effectively.
Collaborate closely with cross-functional teams, including sales, product development, and customer support, to ensure seamless delivery of our solutions and address customer needs.
Drive revenue growth through upselling, cross-selling, and identifying opportunities for account expansion.
Monitor and analyze account health metrics, customer feedback, and industry trends to identify areas for improvement and develop proactive strategies.
Stay up to date with industry trends, competitive landscape, and emerging technologies to effectively position our products and differentiate us in the market.
Develop and maintain a deep understanding of our products, features, and capabilities, becoming a trusted advisor to clients on their usage and best practices and voice of customers internally.
Champion a customer-centric culture within the organization, ensuring that customer satisfaction is at the forefront of decision-making and execution.
Define and implement client reporting and internal business operational reports

A post-secondary degree/diploma in business, marketing, or a related field or equivalent education is required
Minimum of 4+ years of experience in account management, client services, or a similar role is required (Ideally within the software or social services sectors)
Fluent speaking French and English (Bonus)
Experience using CRM Technology (SF, Pipedrive, Monday.com, HubSpot)
Experience with Knowledge Base technology (Nitric Infor, Soho, Confluence)
Experience using a customer support ticketing platform (Zendesk, JIRA, Freshdesk)
Demonstrated success in managing and growing a book of business, preferably within a startup environment.
Knowledge of the not-for-profit social services sector in Canada including funding models and understanding of software development and deployment processes is a plus.
Proven ability to work collaboratively in a fast-paced, dynamic environment.
Passion for customer success and a genuine desire to deliver exceptional service.

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Robust wellness benefits, including an annual wellness stipend
Flexible and generous (FTO) time-off
Employee Stock Purchase Program
Registered Retirement Savings Plan (RRSP) with 4% company match
Continued investment in your professional development

Senior Account Manager

Key skills