Description:
Reporting to a Manager, Account Management, we are hiring a Bilingual Account Manager (English / French) to join our team. You will play a critical role as a strategic advisor, guiding our managed service and self-service clients throughout their client journey. You will build and nurture relationships with clients, develop an in-depth understanding of their business needs and propose highly effective solutions, demonstrations, and user training. You will present insights and make or apply recommendations to optimize their engagement with our platform. You will collaborate across teams with sales, product, and engineers to gain and share knowledge about our customers’ evolving needs, our platform’s capabilities, and the speed at which we can deliver new features
How you will make an impact:
- Deliver a stellar onboarding experience. You will lead the onboarding process for customers, ensuring a smooth transition and focusing on product adoption and customer satisfaction. As the lead point of contact post-activation, you will guide customers through account management, providing them with the support they need for successful product utilization.
- Champion the customer experience. You will ensure the timely and successful delivery of services, working closely with clients to understand their needs and objectives. Acting as their advocate, you will address any concerns or questions as they arise.
- Drive retention and growth. With a deep understanding of illumin’s products and services, you will identify opportunities to grow existing accounts by offering value-based upselling and cross-selling solutions tailored to their business needs.
- Leverage insights for continuous improvement. You will collect and analyze consumer behaviour data to stay ahead of evolving needs and resolve issues efficiently. You will track key account metrics, prepare reports, and communicate the progress of monthly and quarterly initiatives to both internal and external stakeholders, all while identifying opportunities to develop new business within current clients and meet sales quotas.
What you bring:
- The account management expertise. You have a proven track record in roles such as Account Manager, Key Account Manager, or Customer Success, where you have built lasting relationships and consistently hit retention and expansion targets. You are skilled at upselling, cross-selling, and identifying growth opportunities within accounts by diving deep into their specific needs and recommending strategic solutions.
- The analytical insight. You can review and assess what’s working—and what’s not—within accounts, using your understanding of the client’s business to offer tailored actionable recommendations.
- The industry knowledge. Ideally, you have experience with trends and industry standards in areas like Programmatic, SaaS, and media channels. You can grasp complex technical details and translate them into valuable, easily understood insights for clients.
- The technical proficiency. You are proficient with CRM tools such as Salesforce, HubSpot, or Zoho CRM and are skilled in using MS Office, particularly Excel, to manage data and track performance. You can quickly adapt to new tools and technologies to present solutions that align with customer success.
- The communication skills. You excel in presenting and influencing key stakeholders, including executive and C-level leadership. You can adapt your messaging to different audiences, ask insightful questions, and position technical requirements as business needs, fostering trust and alignment with clients. You are fluently bilingual in English and French.
- A commitment to customer success. You are driven by delivering client-focused solutions that increase engagement, adoption, and expansion. With your strong verbal and written communication skills, you can balance multiple projects while maintaining attention to detail, always prioritizing the customer’s objectives.
- The flexibility. You can travel as needed to client sites and team get-togethers at our Toronto office (2-3 times per year).