Account Manager 2

ACCOUNT MANAGER
BUSINESS SERVICES
OTTAWA, ON, CANADA

We are seeking a passionate, technical and experienced Account Manager to join our team and play a crucial role in ensuring the success and satisfaction of our clients. By providing exceptional support, guidance, and strategic advice throughout the customer journey, our Account Managers are crucial in driving the adoption of our IT and cybersecurity solutions and services.

WHAT DO OUR ACCOUNT MANAGERS DO?

• Customer Growth and Value Realization:
  • Drives customer adoption/engagement of services provided by CN through positioning, education, and alignment with customer business outcomes
  • Creates, organizes, and shepherds customer value discussions with customers quarterly with engagement from CN’s Leadership Team
  • Responsible for completing Account Mapping Template and creating/maintaining relationships with key Decision Makers, Champions and Influencers
  • Primary advocate within internal CN stakeholder groups to drive tangible outcomes
• Customer Satisfaction and Retention:
  • Responsible for customer retention and to ensure customers are on target for contract renewals
  • Responsible for risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.)
  • Works directly with Convergence Networks Customer Success Leadership to strategically align and coordinate engagement
• Service Management:
  • Serves as the primary point of contact for customer escalations, special requests, quoting, billing issues, etc.
  • Drives adoption of customer self-service capabilities to optimize interactions and reduce friction
  • Responsible for the coordination of customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal CN Teams
  • Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for assigned new customers

WHAT SKILLS DO I NEED TO BE A SUCCESSFUL ACCOUNT MANAGER?

• Strong understanding of MSP services and ability to effectively move from one team to another to obtain answers and resolve issues with minimal assistance from the CN Leadership Team
• Able to articulate CN's offerings, benefits, SOPs and deliverables with minimal assistance from the CN Leadership Team
• Able to navigate value conversations and handle objections from customers with minimal oversight of the Customer Success Leadership Team/Engagement Coaches

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

• 3+ years of client relationship management, account management
• 2+ years in the MSP, IT or cyber security industries
• Able to operate independently with minimal support from leadership
• Excellent written and verbal communication skills
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal CN groups with minimal oversite from leadership

WHAT IS THE PHYSICAL WORK ENVIRONMENT LIKE?

• Requires regular sitting/standing at a desk, working with a computer.
• Requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing
• May require occasionally carrying or lifting equipment (10-50 pounds)
• Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends
• Position requires regular contact with others - in meetings, by phone or by email.
• Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically.
• Position may require some travel to Convergence or client sites.

WHY SHOULD YOU WORK HERE?

• Group benefits plans, including medical, dental, vision and health savings and supplement insurance, including retirement plans (401k and RRSP'S).
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun (families are often included as well).

PERFECT FIT

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process.

The compensation range for this position is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.