Account Manager 2

Convergence Networks • Winnipeg, MB

8d • CA$52,000 - CA$63,000 • Onsite

About The Position

We are seeking a passionate, technical and experienced Account Manager to join our team and play a crucial role in ensuring the success and satisfaction of our clients. By providing exceptional support, guidance, and strategic advice throughout the customer journey, our Account Managers are crucial in driving the adoption of our IT and cybersecurity solutions and services.

Requirements

• Strong understanding of MSP services and ability to effectively move from one team to another to obtain answers and resolve issues with minimal assistance from the CN Leadership Team
• Able to articulate CN's offerings, benefits, SOPs and deliverables with minimal assistance from the CN Leadership Team
• Able to navigate value conversations and handle objections from customers with minimal oversight of the Customer Success Leadership Team/Engagement Coaches
• 3+ years of client relationship management, account management
• 2+ years in the MSP, IT or cyber security industries
• Able to operate independently with minimal support from leadership
• Excellent written and verbal communication skills
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal CN groups with minimal oversite from leadership

Responsibilities

• Drives customer adoption/engagement of services provided by CN through positioning, education, and alignment with customer business outcomes
• Creates, organizes, and shepherds customer value discussions with customers quarterly with engagement from CN’s Leadership Team
• Responsible for completing Account Mapping Template and creating/maintaining relationships with key Decision Makers, Champions and Influencers
• Primary advocate within internal CN stakeholder groups to drive tangible outcomes
• Responsible for customer retention and to ensure customers are on target for contract renewals
• Responsible for risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works directly with Convergence Networks Customer Success Leadership to strategically align and coordinate engagement
• Serves as the primary point of contact for customer escalations, special requests, quoting, billing issues, etc.
• Drives adoption of customer self-service capabilities to optimize interactions and reduce friction
• Responsible for the coordination of customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal CN Teams
• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for assigned new customers

Benefits

• Group benefits plans, including medical, dental, vision in US and health savings and supplement insurance (including dental) in Canada, including retirement plans (401k and RRSP).
• Regular internal training opportunities
• Training and certification reimbursement
• Regular meetings with your manager and quarterly conversations about your performance and growth.
• Teambuilding and company events throughout the year
• Variable incentive programs designed to reward individual and organizational performance.
• Pay transparency
• Accommodation is available upon request for candidates taking part in all stages of the selection process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed