Bilingual Account Manager, AdTech

illumin•Toronto, ON

2d•CA$70,000 - CA$100,000•Hybrid

About The Position

At illumin, we are transforming the advertising landscape. Our platform offers an integrated space for journey planning, execution, and reporting. It empowers marketers to connect with their audiences in powerful ways through real-time data and easy-to-use visual tools. By seamlessly combining media planning and buying in an intuitive interface, marketers can take complete control of their campaigns, meeting customers wherever they are in the buying journey and maximizing the impact of their ad spend through personalized insights for smarter decision-making. We are at a pivotal moment, evolving into a product-led company with a team of over 100 skilled professionals and new leadership guiding our path forward. By harnessing the power of data, advancing our AI capabilities, and deeply investing in our people, we are preparing for a future that will redefine what’s possible in journey advertising. Our work is guided by two beliefs: that the ability to execute is paramount to success and that we are only as good as our people. As we grow and transform, we are looking for team members (illumineers) who share our bias for speed, delivery over perfection, and an entrepreneurial mindset. Joining us now is a chance to be part of our transformation. Reporting to a Manager, Account Management, we are hiring a Bilingual Account Manager, AdTech (English / French) to join our team. You will play a critical role as a strategic advisor and primary point of contact, for our managed service and self-service clients throughout their client journey. You will build and nurture relationships with clients, develop an in-depth understanding of their business needs and propose highly effective solutions, demonstrations, and user training. You will present insights and make or apply recommendations to optimize their engagement with our platform. You will proactively monitor account health, campaign performance, and customer engagement to identify opportunities for retention, growth, increased adoption, and deeper platform utilization. You will collaborate across teams with sales, product, and engineers to gain and share knowledge about our customers’ evolving needs, our platform’s capabilities, and the speed at which we can deliver new features. This is an existing hybrid role requiring in-office work Tuesdays, Wednesdays, and Thursdays at our downtown Toronto office.

Requirements

The account management expertise. You have a proven track record in roles such as Account Manager, Key Account Manager, or Customer Success, where you have built lasting relationships and consistently hit retention and expansion targets. You are skilled at upselling, cross-selling, and identifying growth opportunities within accounts by diving deep into their specific needs and recommending strategic solutions. You are comfortable owning the retention and growth strategy for your accounts while balancing multiple priorities and client relationships simultaneously.
The analytical insight. You can review and assess what’s working—and what’s not—within accounts, using your understanding of the client’s business to offer tailored actionable recommendations. You are comfortable saying no when necessary offering alternative solutions that still drive client success. You proactively identify risks, opportunities, and trends that support customer retention, growth, and platform adoption.
The industry knowledge. Ideally, you have experience with trends and industry standards in areas like Programmatic, SaaS, and media channels. You can grasp complex technical details and translate them into valuable, easily understood insights for clients.
The cross-functional collaboration skills. You thrive in collaborative environments and have experience partnering with operational, technical, product, finance, sales, and customer-facing teams to deliver strong customer outcomes. You understand how to navigate cross-functional organizations to ensure alignment, execution, and client success.
The technical proficiency. You are proficient with CRM tools such as Salesforce, HubSpot, or Zoho CRM and are skilled in using MS Office, particularly Excel, to manage data and track performance. You can quickly adapt to new tools and technologies to present solutions that align with customer success.
The communication skills. You excel in presenting and influencing key stakeholders, including executive and C-level leadership. You can adapt your messaging to different audiences, ask insightful questions, and position technical requirements as business needs, fostering trust and alignment with clients. You are fluently bilingual in English and French.
A commitment to customer success. You are driven by delivering client-focused solutions that increase engagement, adoption, and expansion. With your strong verbal and written communication skills, you can balance multiple projects while maintaining attention to detail, always prioritizing the customer’s objectives.

Responsibilities

Deliver a stellar onboarding experience. You will lead the onboarding process for customers, ensuring a smooth transition and focusing on product adoption and customer satisfaction. As the lead point of contact post-activation, you will guide customers through account management, providing them with the support they need for successful product utilization. You will act as a trusted advisor to clients, recommending solutions, channels, and strategies aligned with their business objectives while helping them maximize the value of the illumin platform.
Champion the customer experience. You will ensure the timely and successful delivery of services, working closely with clients to understand their needs and objectives. Acting as their advocate, you will address concerns, resolve escalations professionally, and collaborate with internal stakeholders to mitigate risks and reduce churn. You will proactively monitor account health and customer engagement, developing retention and mitigation strategies that strengthen long-term partnerships and improve customer satisfaction.
Drive retention and growth. With a deep understanding of illumin’s products, services, and industry trends, you will identify opportunities to expand advertiser adoption, increase channel utilization, and deepen platform engagement. You will lead strategic business reviews and performance discussions focused on delivering measurable business impact and long-term partnership value.
Leverage insights for continuous improvement. You will collect and analyze consumer behaviour data to stay ahead of evolving needs and resolve issues efficiently. You will track key account metrics, prepare reports, and communicate the progress of monthly and quarterly initiatives to both internal and external stakeholders. You will represent the voice of the customer internally by providing feedback that supports product improvements, service enhancements, and process optimization.