Client Account Manager.

Accountabilities:

Manage a portfolio of high-value and complex client accounts, serving as the primary point of contact and trusted advisor for key stakeholders.
Develop a deep understanding of each client's business objectives, operational needs, and employee requirements to deliver tailored recommendations and maximize product value.
Drive account growth by identifying opportunities for increased product adoption, additional services, and upselling, while developing strategic plans to improve long-term account performance.
Design and implement customer adoption and engagement strategies, monitoring progress and ensuring measurable improvements in product utilization and customer satisfaction.
Lead regular business reviews and strategic planning sessions with client decision-makers, presenting performance insights, celebrating achievements, and identifying opportunities for further growth.
Proactively monitor account health, identify potential retention risks, and implement strategies to strengthen client relationships and maintain long-term partnerships.
Manage complex client concerns, support inquiries, and escalations by coordinating with relevant internal departments and ensuring issues are resolved efficiently.
Act as the voice of the customer by communicating feedback, business needs, and product improvement opportunities to Sales, Product, Marketing, and Customer Care teams.
Support the testing and introduction of new products and services, helping clients understand their value and adopt relevant solutions.
Maintain strong client engagement and ensure accounts remain in good standing through consistent communication, proactive support, and effective relationship management.
Contribute to team development by sharing successful account management practices, maintaining internal resources, delivering training sessions, and improving operational workflows.
Leverage CRM systems, analytics, and AI-powered tools to streamline account management activities, improve productivity, and make more informed customer recommendations.
Requirements:
At least 2 years of professional experience in a client-facing role, such as Account Management, Customer Success, Client Relations, or a similar commercial position.
Demonstrated experience managing a portfolio of customer accounts, building strong relationships, and identifying opportunities to increase account value.
Proven ability to develop and execute customer adoption strategies that deliver measurable improvements in engagement, product utilization, and retention.
Experience identifying upselling opportunities and contributing to account growth through consultative relationship management.
Strong communication and interpersonal skills, with the ability to build credibility and establish trusted relationships with stakeholders at different organizational levels.
Ability to interpret customer data and performance metrics, translating insights into clear, practical recommendations and strategic action plans.
Excellent problem-solving and organizational skills, with the ability to manage competing priorities and balance urgent customer requirements with long-term account development.
Experience handling customer escalations and coordinating with cross-functional teams to deliver effective solutions.
Familiarity with CRM and customer support platforms such as HubSpot, Intercom, or Jira.
Comfort using AI-powered tools to improve productivity, automate repetitive tasks, and enhance account management workflows.
Strong adaptability and curiosity, with a willingness to learn new technologies, improve existing processes, and explore innovative approaches to customer engagement.
A proactive, commercially minded, and customer-focused approach, with a strong sense of accountability and ownership.
Ability to work independently and collaborate effectively within a distributed, remote-first team.
Benefits:
Competitive compensation: Annual base salary ranging from CA$67,000 to CA$106,000, depending on experience, skills, and professional expertise.
Additional earnings: Commission opportunities and an annual bonus ranging from CA$3,000 to CA$4,650.
Fully remote employment: Permanent remote working arrangements, with the flexibility to work from home, a coffee shop, or another suitable location.
Flexible time off: A personalized time-off program allowing up to five weeks of vacation annually.
Comprehensive healthcare coverage: Medical, dental, and vision benefits available from the first day of employment.
Mental health support: Enhanced mental health coverage and access to a wellness stipend.
Parental benefits: Inclusive parental leave top-up to support employees and their families.
Financial wellness benefits: Access to earned wage services and tools designed to support employees' financial well-being.
Professional development: A supportive learning environment that encourages continuous development, skill-building, and career progression.
Compensation transparency: Access to real-time market salary data and transparent compensation practices.
Collaborative culture: Join an inclusive, supportive, and ambitious team that values knowledge sharing, innovation, and lifelong learning.
Growth opportunities: Opportunity to contribute to the development of customer success strategies and influence how client relationships evolve within a growing organization.