Account and Relationship Manager

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Fry

πŸ’΅ $75k-$86k
πŸ“Remote - Canada

Summary

Join risr/, a rapidly growing educational software company, as a remote Account Manager based in Canada. You will be responsible for building and maintaining key customer relationships, ensuring customer retention and satisfaction, and identifying upselling opportunities. This role requires 5 years of experience in account management within SaaS, strong communication and stakeholder management skills, and a solution-oriented mindset. The company offers a competitive salary ($105,000-$120,000 CAD plus profit share), generous benefits including a health and wellbeing allowance, flexible work arrangements, and a unique, transparent company culture. The position is open until December 1st, 2024. Apply now to be part of a dynamic and innovative team.

Requirements

  • 5 years experience in account and relationship management at a company that provides SaaS solutions
  • Technical-minded and solution-oriented
  • Excellent communication and Stakeholder management skills
  • Ability to build a detailed understanding of assigned clients
  • Digital Transformation exposure utilising SaaS solutions and services
  • Consultative and β€œsame-side” solution selling and relationship management experience up to C-Level stakeholders

Responsibilities

  • Work with the customer to understand their organization and it’s current and future needs to enable the following objectives
  • Customer Retention: Retain existing customers by promptly addressing their needs and resolving issues
  • Customer Satisfaction and Success: Ensure customers achieve their goals with the risr/ platform, maximizing value, fostering loyalty and building key relationships
  • Upselling and Cross-selling: Identify opportunities to offer additional features, services, and products to increase revenue and traction
  • Minimize customer loss: Monitor customer engagement to prevent cancellations/ensure renewals proactively
  • Relationship Building: Develop trust-based relationships with key stakeholders for long-term partnerships
  • Renewal Management: Oversee contract renewals to ensure timely continuation and discuss necessary adjustments
  • Account Expansion: Encourage broader product adoption within customer organizations
  • Feedback Collection: Gather customer insights to inform product improvements and new features
  • Cross-functional Collaboration: Work with sales, customer success, and product teams to align offerings with customer needs
  • Billing/Invoicing: Work in conjunction with Customer Delivery Specialists and finance team to ensure products/services are delivered successfully and invoiced on time
  • Reporting and Analysis: Provide internal updates on account health, customer satisfaction, and potential risks
  • Market and Product Expertise: Stay informed about industry trends and product updates to advise customers effectively

Preferred Qualifications

  • Proactive, can-do attitude that is both positive and enthusiastic, especially in the face of challenges
  • Aptitude to quickly understand the risr/ product and service range and translate customer challenges into value-based solutions
  • Problem-solving skills are essential, capable of devising commercial, technical and creative solutions alongside team members
  • Effective communication and expectation setting with clear, concise, and consistent communication are huge parts of the role, both internally and externally
  • Prioritize tasks, set goals, and allocate time wisely to enhance productivity while remaining adaptable to unexpected events
  • Being self-starting and demonstrating a proactive approach are critical when handling multiple customers
  • Routinely work with other team members such as sales/marketing, delivery and development to resolve customer challenges, feedback on market direction and successfully collaborate with team members and co-workers

Benefits

  • Work from home and/or at a co-working space
  • Freedom to choose your equipment and training as you see fit
  • Freedom from corporate bureaucracy, which slows people down and stops them from giving their best
  • Access to open-book finances: everyone in the company knows our income, outgoings, what we have in the bank and everyone’s salary
  • A generous salary, benefits package (including enhanced parental leave policies based on length of service) and participation in profit share
  • Generous Health and Wellbeing Allowance (approx. $2000 per annum)
  • Risr/ pays for your internet
  • Risr/ pays for mobile phone and contract
  • Risr/ provides truly flexible working and autonomy
  • Risr/ allows you to set your working routine to suit you based around your role and team
  • Risr/ has no defined maximum holiday allowance - you are free to manage your own time
  • Participation in risr/ profit share. 25% of the profits risr/ makes is split equally between the risr/ employees
This job is filled or no longer available

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