Account and Relationship Manager

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 “same-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