Enterprise Account Manager

Symend Inc; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company is seeking an Enterprise Account Manager to manage vital relationships with enterprise-sized customers in the banking and energy sectors. The role focuses on retention, upselling services, and ensuring customer satisfaction. Ideal candidates will have 10+ years of relevant experience, a strong customer-oriented mindset, and exceptional communication skills.

Qualifications

• 10+ years of experience in account management, sales, or customer success.
• Proven track record in customer retention and upselling.
• Strong communication and relationship-building skills.

Responsibilities

• Manage key stakeholder relationships and retention plans.
• Drive revenue growth through upselling additional services.
• Collaborate with teams to deliver support and drive engagement.

Skills

Customer Obsession

Attention to Detail

Organizational Skills

Relationship Management

Communication

Job description

The Enterprise Account Manager will be responsible for managing key stakeholder relationships with existing accounts and building the plan for retention and renewals across enterprise size financial institutions and energy customers.

This position requires outstanding attention to detail and organization skills, strong communication skills, and a customer-obsession; focused on customer satisfaction and expanding existing business.

Responsibilities include but are not limited to:

• Customer Retention and Renewals: Ensure high customer retention rates by providing exceptional service and support, managing renewals, and addressing any customer concerns promptly and effectively.
• Upselling and Expanding Business: Identify and pursue opportunities to upsell additional products and services to existing customers, driving revenue growth and enhancing customer satisfaction.
• Relationship Management: Build and maintain strong relationships with key stakeholders in the banking and energy/utilities industries, acting as a trusted advisor and point of contact for all account-related matters.
• Collaboration: Work closely with the Account Executive team to ensure seamless handoff of new accounts and collaborate with customer success managers to deliver high-touch support and drive customer engagement.
• Customer Engagement: Keep customers engaged and informed about product updates, new features, and industry trends, ensuring they derive maximum value from our offerings.
• Detail and Organization: Exhibit high attention to detail and organizational skills to manage customer accounts effectively.
• Customer Obsession: Demonstrate a deep commitment to understanding and meeting the needs of our customers.
• Participate in weekly, monthly, and quarterly meetings to sales and executive leadership on key metrics, providing analysis with recommended next steps to improve deal velocity and conversion.
• Create and execute effective presentations, including corporate and solution capabilities, client proposals, bid defense and business case/justification.
• Support business development efforts by attending industry conferences and events as needed.

Key Performance Indicators:

• Achieve high levels of customer retention and successful renewals.
• Consistently upsell additional services and products to existing customers.
• Ensure customers are happy and engaged by addressing their needs and providing exceptional service.

Experience:

• 10+ years of experience in account management, sales, or customer success, preferably overseeing customers in the banking and/or energy/utilities verticals.
• Proven track record of achieving customer retention, renewal, and upselling goals.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Customer-focused mentality with a passion for delivering exceptional service.

Key Competencies:

• Customer Obsession: Demonstrates a deep understanding of customer needs and consistently goes above and beyond to meet them.Frequent travel to client siteswill be required.
• Attention to Detail: Ensures accuracy and thoroughness in all account management activities.
• Organizational Skills: Manages multiple accounts and tasks efficiently, prioritizing effectively to meet deadlines.
• Business Acumen: Identifies and capitalizes on opportunities to expand business with existing customers.
• Collaboration: Works effectively with sales and customer success teams to deliver a seamless customer experience.
• Proficiency in negotiating pricing, terms, and contracts to maximize deal value while meeting both customer and company objectives.
• An analytical, problem solver, who can think critically while achieving high performance results under pressure and at high velocity.
• The ability to adapt to changing market conditions, customer needs, and product developments.
• A high level of technical proficiency of aspects of SaaS products to establish credibility around subject matter expertise quickly.