Job Description
Reporting to the VP, Account Management, we are hiring a Manager, Account Management, to lead our team and focus on customer success and growth. As the new Manager, Account Management, you will lead and coach a team of 5 - 6 Account Managers, shaping customer experiences and ensuring our clients maximize the value of our platform. You will guide and coach your team to achieve key performance indicators (KPIs) and revenue goals, including retention, growth, and expansion.
This is a remote position open to candidates across North America. For those based in Toronto, our team works in the office on Tuesdays and Thursdays.
How you will make an impact:
Lead and develop a high-performing team. You will guide an Account Management team, providing coaching and support to ensure they deliver stellar onboarding experiences and ongoing success for clients. You will foster a customer-centric approach, focusing on both retention and growth. You will promote a diverse and inclusive team environment aligned with our company’s values and culture of collaboration.
Drive retention and expansion strategies. You will design and implement proactive strategies that ensure long-term client satisfaction and identify opportunities for upselling and cross-selling.
Analyze customer health and engagement. You will leverage customer experience data and health metrics to spot key trends and risks, continuously improving client engagement across the customer lifecycle.
Promote internal collaboration and education. You will keep peers and the team informed on marketplace dynamics and proven strategies for success. You will gather client feedback to inform product development and operational improvements. You will ensure that Account Management tools are used to their full potential, promoting customer advocacy within the team.
Lead communications. You will keep stakeholders informed and share updates on monthly and quarterly initiatives with both internal teams and clients. You will act as the escalation point for complex customer issues, manage sensitive negotiations, address client concerns, and mitigate churn risks.
What you bring:
The expertise. You have a successful background in programmatic or digital advertising. You may be coming from an advertising agency or AdTech. You have a solid operational background and are comfortable defining and leveraging business metrics to manage and exceed team goals. You have a proven track record of exceeding retention and expansion targets, with a solid ability to create and execute strategic plans. You combine empathy for customers with a passion for revenue growth, ensuring both client satisfaction and business success.
The leadership. You have experience leading and coaching high-performing teams of 5 or more members. You are adept at articulating and executing company vision and team strategies, inspiring and motivating diverse teams to achieve their best. With creative leadership skills, you can navigate conflict, remove obstacles, and provide clear guidance to your team. You develop strategic plans that optimize processes for scalability, and your collaborative leadership style enables cross-functional teams to work together seamlessly. You know how to negotiate with customers, manage complex accounts, and foster an environment that promotes innovation and results.
The operational acumen. You bring a strong understanding of business processes, such as renewal and expansion playbooks, contract management, and invoice oversight. You are detail-oriented and organized, with the ability to prioritize and adapt in a fast-paced environment. With a deep knowledge of emerging trends in Programmatic, SaaS, and media channels, you can translate complex technical details into actionable, customer-friendly insights.
The technical skills. You have experience working with customer success tools and systems, including CRM software (e.g., Salesforce, Zoho CRM, HubSpot), ticketing systems (e.g., JIRA, ServiceNow), and MS Office/Google Suite.
The interpersonal skills. You can build trusting relationships within teams and across levels. You are detail-oriented, organized, and adept at managing multiple priorities in a dynamic environment. You can communicate with internal and external stakeholders, translating complex technical details into actionable insights.
AcuityAds came to be in 2009, and the name and brand have served us well over the years. As Acuity, we had a simple yet audacious goal: to help advertisers make smarter media buying decisions. In 2020 this culminated in the launch of our journey advertising platform, illumin. The platform’s success has grown beyond our expectations thus resulting in our decision to rebrand to illumin in 2023. As a company, illumin is committed to continuously improving digital advertising by aligning innovative technology with how marketers think and execute their advertising campaigns. As experts in programmatic media, we believe in leveraging technology that enables you to better connect with customers, building trust and transparency at every step of their journey.
