Account Manager

Summary

Join Urbint as a 100% remote Customer Success Manager, supporting our Urbint for Storm Response clients across Canada. You will provide hands-on support, training, and project management during both routine operations and emergency storm response. This role requires expertise in our software platforms, excellent communication skills, and the ability to build strong customer relationships. You will be responsible for tailoring and executing implementation plans, leading training sessions, and actively participating in ensuring customer success. The position demands flexibility, including rotational shifts during storm events to provide 24/7 support. Urbint offers a competitive compensation package, including benefits and a mission-driven work environment.

Requirements

• Be passionate about building and nurturing relationships
• Be skilled at working with a variety of personalities
• Be capable of training and teaching, including helping individuals who are not technically savvy to understand our platforms
• Be able to manage interactions with a large number of people
• Be proficient at working independently and staying productive without constant oversight
• Be effective at prioritizing multiple projects and tasks
• Be resilient and able to handle stressful situations
• Be a team player who can both seek assistance when needed and support others on the team
• Willingness to be available nights/holidays/weekends on a rotational basis

Responsibilities

• Become an expert on Urbint’s software platforms. Learn how the system works and how users use it
• Update and develop training material for new features and modules of the system
• Tailor & execute the Urbint Implementation & Training Plan with each new customer
• Project Manage Implementation - ensure customers are hitting milestone dates in the Implementation Plan. Hold weekly meetings to discuss progress, challenges, and to provide support
• Take the lead on all trainings with your accounts
• Actively participate in getting the company up-and-running in the system. Fill gaps, run reports, complete key tasks, anything that needs to be done to make the customer successful
• Maintain relationships with the user community and especially the project sponsors
• Update training material as new features are released
• During storms you will be expected to work shifts to support customers

Preferred Qualifications

• Be energetic, persistent, understanding, and able to deal with a variety of personalities
• Have excellent people and communication skills
• Be comfortable using computers and tools such as MS Office
• Have completed Secondary Education or equivalent
• Have the ability to overcome challenges – some of our users are very challenging. Some do not like technology, some do not like change, some are just difficult to deal with. The ideal candidate needs to have patience
• Be organized - Account Managers have numerous accounts and need to know the status of each at all times
• Be good at teaching or explaining things. New users are learning how to use the system from Account Managers. They need a complete mastery of the system and ability to connect with the user to explain the system in the user's terms
• Have French fluency

Benefits

• Competitive compensation package
• Generous Paid Time off, Paid Company Holidays including Mental Health Days
• Premium Medical Insurance including eligible dependants
• Life Insurance, Short Term Disability Insurance, Long Term Disability Insurance
• Storm pay (Overtime for when you need to work extra hours/nights/holidays/weekends)