Account Manager (Canada Remote)

Toolbx US Inc.

1d•Remote

About The Position

TOOLBX is a leading digital experience platform for lumber and building materials suppliers. We provide e-commerce, customer portal, and AR management solutions that streamline payments, simplify AR, grow online sales, and improve the customer experience for independent suppliers. As part of our customer success approach, we place significant focus on fostering enduring relationships with our customers, that's why we're looking for a talented Account Manager to join our team. As an Account Manager, you will manage existing clients and build new relationships with the base of dealers who use TOOLBX every day to manage their business. You excel at uncovering dealer needs, persuading them to take action, and helping them find solutions that will enable them to grow. This role directly impacts dealer and customer satisfaction, adoption, retention, and the overall success of TOOLBX. You will work closely with our Engineering, Onboarding, Product and Sales Teams. This is a revenue owning role, you will be responsible for renewals, cross-sell, and up-sell across your assigned book of business.

Requirements

Proven experience (5+ years) as an Account Manager, Customer Success Manager, or similar role, preferably within the technology or software industry.
Excellent communication and interpersonal skills, with the ability to build strong relationships and collaborate effectively with both technical and non-technical stakeholders.
Ability to navigate and thrive in a fast-paced, dynamic startup environment, demonstrating adaptability, initiative, and a solution-oriented mindset.
Strong oral and written communication skills
Customer-service oriented

Nice To Haves

Experience working in remote or distributed teams is desirable.

Responsibilities

Drive user engagement by identifying opportunities to help dealers adopt digital order management
Liaise with cross-functional teams (Engineers, Onboarding, Product, Sales) to build relationships, troubleshoot and advocate for dealers’ needs
Act as the main point of contact for all active E-Commerce dealers at TOOLBX
Work closely with the Implementation Manager to get dealers ready for launch and manage the post-onboarding journey to drive dealer success
Be the voice of the dealer to drive product / business related changes
Drive engagement by showcasing newly released product features in-person or online
Develop scalable learning modules centered around tools available to dealers and for new product releases
Visit store locations proactively and reactively to nurture the relationships built, drive engagement and obtain feedback
Build and maintain strong, long-lasting client relationships.
Negotiate contract renewals with dealers
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
Prepare reports on account status and monthly performance metrics
Assist with challenging client requests or issue escalations as needed
Periodically travel to our dealers for in-person meetings and tradeshows as required.