Key Account Manager, AMER

Ignition•Toronto, ON

7d•CA$80,000 - CA$95,000•Hybrid

About The Position

The Ignition Key Accounts team helps accounting and professional services firms and their clients transform the way they work together, and are responsible for driving Ignition’s long-term revenue expansion and customer retention. This Key Account Manager role sits within our mid-market focused pod, partnering with larger, more complex accounting firms and professional services businesses. These customers often have more sophisticated service offerings, operational structures, and implementation needs, requiring a deep level of industry expertise and strategic guidance. The typical Key Account Manager is a person who knows that you win by building a trusting relationship while challenging the status quo and assisting with change management. Your customers value your input and expertise so much that they’d be willing to give you a key to their office. As a Key Account Manager, you are responsible for guiding our customers through their journey as soon as they purchase Ignition. From supporting them through their roll-out plan, advising on implementation and change management, to providing expertise on scaling a modern professional services business, you will be the face of Ignition for the customer, and the expert they value most. You bring a strong understanding of how larger accounting firms and professional services organizations operate, whether from working within them or partnering closely with them. You use that insight to deliver meaningful, tailored outcomes. You always aim to deliver an exceptional customer experience while using the tools available to you to know when to engage and when to empower customers to move independently. You will aim to drive Ignition’s expansion revenue primarily through the adoption of our payment solution. You’ll proactively identify opportunities within your customer portfolio to increase attach rate, particularly across more complex service lines and teams. Equally, you’ll be highly attuned to risk signals and take a strategic, consultative approach to retaining customers and ensuring they achieve their expected ROI.

Requirements

Proven experience working in or with mid-market or larger accounting firms or professional services organizations (highly preferred).
Strong understanding of paid professional services models, including consulting, implementation, packaging, pricing, and delivery.
Experience managing complex customer relationships with multiple stakeholders and longer, more strategic sales or adoption cycles.
Demonstrated success in meeting or exceeding revenue and expansion goals within a portfolio.
Proficiency with various software systems such as Zapier, Slack, Zoom, Loom, Vitally (or other Customer Success Platforms), Google Workspace, Atlassian, Intercom, and reporting tools such as Looker.
Demonstrated curiosity for and adoption of AI tools and workflows to increase efficiency, improve output quality, and deliver more scalable customer impact.
Ability to advise customers on their accounting tech stack, with experience across key integrations such as QuickBooks Online, Xero, CCH Axcess, Thomson Reuters Onvio, Karbon, or comparable platforms.
Strong communication skills, with the ability to confidently engage senior stakeholders and deliver compelling presentations and strategic recommendations.
Excellent written communication skills for creating professional documentation, resources, and customer-facing content.
Strong time management and organizational skills, with the ability to manage complexity across multiple accounts.
Ability to actively listen, navigate objections, and incorporate feedback without taking it personally.
Willingness & ability to travel within the US & Canada for customer meetings, presentations, conferences, trade shows, and industry events.

Nice To Haves

Prior experience working at a SaaS company is a plus; accounting software / industry experience preferred.

Responsibilities

Proactively manage and grow a portfolio of mid-market and SMB customers, navigating multiple stakeholders and complex organizational structures.
Build strong, trusted relationships with key decision-makers and influencers to support successful roll-outs, drive adoption, and achieve measurable ROI while increasing referral potential.
Lead customers through onboarding and implementation journeys, including workflow mapping, change management, and cross-team alignment.
Demonstrate early value for customers through first-experience wins and a successful pilot.
Achieve monthly and annual payment volume targets while maintaining a customer-centric mindset.
Identify areas of opportunity and/or concern based on usage patterns, research, and signals, with a focus on scaling adoption across larger teams.
Serve as a subject matter expert on change and modern professional services operations, advising customers on best practices across sales, onboarding, billing, payment collection, and renewal processes.
Provide strategic guidance tailored to larger accounting firms and professional services organizations, including packaging, pricing, and service delivery optimization.
Help build and deliver scaled content that helps support our customers’ journey. Create and host webinars, collaborate on articles and other educational materials that help deliver a scalable customer experience.
Maintain, build, and grow collaborative relationships with larger customers and partners; leverage these relationships for partnerships, including webinars, campaigns, and case studies.
Act as the voice of the customer by providing insights to product, marketing, and sales teams, particularly around the needs of mid-market firms and more complex use cases.
Work with your fellow Key Account Managers globally, to identify and implement improvements to processes, documents, tools, and reports to benefit the team and clients.
Attend trade shows and industry events, engaging with existing and prospective customers to represent Ignition as a trusted partner in modernizing professional services.

Benefits

Health/Dental/Vision insurance from day 1 of employment
RRSP matching after 3 months of employment
Employee recognition programs
Quarterly wellness allowance
Flexible working supported by work from office reimbursement and cell phone allowance
Personal tax return assistance
20 days accrued paid time off annually
10 annual wellbeing days
An extra paid day off to celebrate your birthday
Paid volunteering leave