Senior Account Management Lead — Client Success & Strategy

ProSites Inc.; Guelph; Hybrid; CAD 75,000 - 95,000; Full time

Job summary

ProSites Inc. in Ontario, Canada is seeking a Manager, Account Management Team to guide the Account Manager team and maintain high client relations. You will mentor, monitor client success data, and coordinate escalation paths with the Customer Experience Manager.

You will mentor staff, participate in hiring, and monitor client strategies and contracts to ensure promises are kept. Strong CRM experience, especially Salesforce, and an entrepreneurial, client-centric mindset are essential.

Qualifications

• 3+ years of Account Manager experience.
• 1+ year as a Senior Account Manager.
• College degree or equivalent work experience.
• Highly organized and maintains documentation on every aspect of work.
• Detail oriented with strong communication skills, written and verbal.
• Entrepreneurial mentality and client-centric.
• Motivated, team player, and quickly adapts to change.
• Work well under pressure in a high volume, fast paced environment.
• Moderate to Advanced experience with CRM, preferably Salesforce.com, or similar systems.

Responsibilities

• Manage high-profile accounts and define client success benchmarks to ensure a collaborative relationship with the client to ensure those benchmarks are achieved.
• Act as liaison between inter-departmental teams on behalf of Account Manager team and/or Customer Experience Manager.
• Provide mentoring and training to Account Manager team by understanding client risks/issues both inside the agency & within the client's ecosystem - proactively addresses them.
• Participate in hiring and training of new Account Managers.
• Monitor and generate reports using proprietary CRM system to provide management with account statuses and monthly data.
• Review client strategy, contracts, and agreements to make sure that they are accurate and address agency promises made.
• Continuously monitor client feedback provided by Account Manager team to guarantee high client satisfaction level.
• Exhibit exceptional organizational skills and maintain up-to-date documentation of all client activities throughout the agency.
• Have an extremely high level of ownership and responsibility; represent the client internally.
• Collaborate and offer insight to customer retention by recognizing triggers based on customer behavior.
• Provide input on new processes and workflows as needed.
• Other duties as assigned by management.

Skills

Account management

Senior account management

CRM systems (Salesforce)

Communication skills

Organizational skills

Attention to detail

Team collaboration

Education

College degree

Tools

Salesforce CRM

Job description

ProSites Inc. in Ontario, Canada is seeking a Manager, Account Management Team to guide the Account Manager team and maintain high client relations. You will mentor, monitor client success data, and coordinate escalation paths with the Customer Experience Manager.

You will mentor staff, participate in hiring, and monitor client strategies and contracts to ensure promises are kept. Strong CRM experience, especially Salesforce, and an entrepreneurial, client-centric mindset are essential.