Markham- Account Management Representative

Human Resources•Markham, ON

5d•CA$95,000 - CA$125,000•Onsite

About The Position

The Account Management Representative is responsible for proactively managing and growing an assigned customer portfolio while delivering exceptional customer service and retention support. This role serves as a key connection between customers and internal departments to ensure service excellence, long-term client relationships, and sustainable business growth. The ideal candidate is relationship-driven, solution-oriented, and motivated by identifying opportunities to improve customer satisfaction, retention, and revenue growth. Success in this role comes from balancing proactive account development with responsive issue resolution while acting as a trusted advocate for both the customer and the company.

Requirements

Strong communication and relationship-building skills
Excellent problem-solving and conflict-resolution abilities
Ability to manage multiple priorities in a fast-paced environment
Strong organizational and follow-up skills
Experience working cross-functionally with operations, sales, and customer service teams
Proficiency with CRM systems and reporting tools preferred
Previous account management, customer service, or sales experience considered an asset

Responsibilities

Identify business growth opportunities, lead, and service expansion opportunities within existing and prospective accounts
Conduct regular customer touchpoint calls and account reviews to strengthen relationships and ensure ongoing satisfaction
Analyze customer service trends and collaborate with internal departments to implement corrective actions where needed
Monitor market conditions, customer needs, and competitive activity within assigned territories
Educate and support customers regarding MWSI services, programs, and industry developments
Conduct status update calls following major issue resolutions to ensure customer satisfaction and retention
Support MWSI-driven program changes and customer initiatives
Proactively assessing customer risks and identifying retention opportunities
Gather customer feedback to support continuous improvement initiatives
Develop action plans to improve service consistency and customer experience
Log, monitor, and coordinate customer issue resolution processes
Work closely with Sales Management and internal teams to ensure timely and consistent issue resolution
Manage escalated customer concerns and assist in identifying long-term solutions to reduce recurring issues
Track issue trends related to invoicing, operations, scheduling, equipment, and customer service
Respond to customer requests including service changes, temporary equipment needs, ownership updates, and operational adjustments
Prepare customer reports and account analysis as required (e.g., monthly weight reports)
Act as the primary liaison between customers and internal departments including Operations, Billing, Contracts, Administration, and Service teams
Ensure customer requests are communicated and resolved efficiently
Assist with the resolution of outstanding balances exceeding 90 days after standard A/R procedures have been completed
Conduct account follow-ups and site visits when required in accordance with company policies
Support account resolution efforts while maintaining positive customer relationships
Manage customer concerns related to competitive activity, service-related concerns, pricing discussions, contract renewals, ownership changes, and RFP and tender opportunities
Respond quickly to customer cancellation requests and retention risks
Negotiate retention solutions and support contract enforcement when appropriate
Obtain competitor information and supporting documentation when required for retention analysis
Document account losses, retention activity, and customer feedback within CRM and internal systems
Coordinate account close-out procedures including equipment recovery and outstanding balance follow-up