Account Manager

Pergolux • Vancouver, BC

11d • Hybrid

About The Position

As an Account Manager at PERGOLUX, you will be the cornerstone of our first dedicated Partnerships function, taking a lead role in expanding our footprint across the North American market. You will own the full lifecycle of our B2B2C partner relationships—driving revenue, resolving complex operational hurdles, and ensuring our partners are empowered to deliver the premium PERGOLUX experience. At PERGOLUX, you join a global team rooted in Integrity and Innovation, where we work collaboratively across 15+ countries to reclaim the outdoors. This role involves owning partner relationships end-to-end, serving as the single point of contact for all commercial, operational, and escalation matters across your portfolio. You will also drive revenue through your partner base by managing and closing deals, selling overstock inventory, and identifying upsell and cross-sell opportunities. Furthermore, you will ensure operational excellence by acting as the escalation point for partner issues and contributing to building the Partnerships playbook.

Requirements

• 3-5 years of experience in Account Management, Customer Success, or Partnerships roles, ideally in e-commerce, home improvement, or a high-growth B2B/B2B2C environment.
• Demonstrated ability to manage a high-volume portfolio (50+ partner accounts), balancing proactive outreach with efficient prioritisation across varying levels of partner engagement.
• Strong commercial acumen with a "farmer" mentality, focused on growing existing relationships and long-term value, not just hunting.
• Skilled at navigating ambiguous, multi-stakeholder situations with empathy, professionalism, and sound judgment - especially in high-stakes or escalated conversations.
• Comfortable interpreting sales data, capacity metrics, and partner KPIs to inform priorities and recommendations.
• Experience building or improving partner-facing processes in an environment where playbooks didn't yet exist.

Responsibilities

• Own partner relationships end-to-end, serving as the single point of contact for all commercial, operational, and escalation matters across your portfolio.
• Build trusted-advisor relationships through regular check-ins, business reviews, and proactive communication.
• Identify at-risk partners early and implement retention strategies before issues escalate.
• Drive revenue through your partner base by managing and closing deals, selling overstock inventory, and identifying upsell and cross-sell opportunities.
• Optimise partner performance by analysing sales data, conversion metrics, and pipeline health then translating insights into actionable recommendations.
• Share partner feedback, competitive insights, and customer trends back to Marketing and Product to sharpen our value proposition.
• Act as the escalation point for partner issues related to payouts, inventory transfers, delivery timelines, and post-sale customer concerns.
• Handle and triage customer success inquiries that flow through the partner channel, documenting patterns for process improvement.
• Contribute to building the Partnerships playbook: processes, templates, and best practices for a function being created from scratch.

Benefits

• Comprehensive health insurance coverage.
• Retirement plan options.
• Paid vacation and sick days.
• Hybrid work (4/1) - work from home Fridays.
• An international, collaborative work environment that values creativity and innovation.
• Professional growth opportunities in a rapidly scaling e-commerce company.
• Team culture & events including team-building activities, seasonal celebrations, and after-work gatherings.
• Employee discounts on all PERGOLUX products.
• Comfortable workspace with complimentary snacks and beverages.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees