Senior Account Manager

Dialogue • Toronto, ON

6d • Hybrid

About The Position

Reporting to our Director, Customer Success, Enterprise Account Management, we are seeking a Senior Account Manager who will serve as a trusted advisor to our expanding portfolio of clients. Your mission will be to drive client success through strategic management of renewals, retention, and engagement initiatives, while identifying and nurturing long-term growth opportunities. You will manage Dialogue’s most strategic clients and partners, leading complex projects and collaborating with internal teams and external stakeholders (brokers, advisors, executives) to build trust, foster lasting relationships, and deliver exceptional client experiences with a passion for exceeding expectations.

Requirements

• Bachelor's degree in business administration, marketing, or health related field
• 5+ years of experience in client relations or account management, preferably in a B2B and/or human resources or health and wellness benefits environment
• Experience managing large and complex client portfolios
• Strong leadership skills, with the ability to influence and mobilize internal and external stakeholders
• Demonstrated ability to build positive and trusting relationships with key stakeholders and act as a trusted advisor
• Strong strategic and critical thinking abilities, with the ability to proactively assess risks and opportunities and championing effective solutions
• Excellent organizational and time-management skills, with a strong work ethic and proven ability to meet deadlines
• Adaptable and innovative, with the ability to identify gaps in processes and propose new ways of working

Responsibilities

• Building and maintaining strong, positive relationships with clients and acting as their trusted advisor and advocate
• Developing and maintaining a deep comprehension of the client's business, including their goals, challenges, and competitive landscape
• Identifying and managing risks associated with the client portfolio and collaborating with internal teams to deliver solutions that meet or exceed client expectations, while also achieving business objectives
• Developing and implementing client retention strategies, ensuring client satisfaction and loyalty
• Identifying opportunities for revenue growth and working with internal teams to develop and implement strategies to achieve sales targets
• Acting as a point of escalation for client issues, ensuring they are resolved in a timely and satisfactory manner
• Developing and delivering regular reports to clients, highlighting key metrics, achievements, and opportunities for improvement

Benefits

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance
• Health spending account
• Dental coverage
• Fitness reimbursement
• 4 weeks vacation
• 9 wellness days
• 1 volunteer day
• Hybrid work: 3 days/week in our Toronto office
• Work abroad up to 4 weeks/year
• Incentive plans
• Referral bonuses
• RRSP matching
• Learning via Coursera
• External training budget
• Mentorship
• Optional parental leave top-up

What This Job Offers

• Job Type: Full-time
• Career Level: Senior