Account Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the complete lifecycle of around 100 customer accounts, concentrating on DMOs throughout the East Coast or Mountain regions.

• Cultivate and sustain relationships with various stakeholders within each account.

• Recognize and implement strategic opportunities for upselling and cross-selling across CrowdRiff's Platform, Creators, and Content Planner.

• Identify and qualify new business prospects alongside a BDR.

• Achieve or surpass quarterly and annual retention and revenue growth objectives.

• Act as the main customer liaison, addressing inquiries and escalating support matters as necessary.

• Monitor customer wellbeing and proactively mitigate churn risks prior to renewal.

• Provide onboarding, training, and value-oriented check-ins.

• Illustrate product value through business reviews and success narratives.

• Keep CRM records updated, along with account plans, renewal, and upsell forecasts.

• Focus on high-value and at-risk accounts.

• Monitor performance metrics and report on significant account outcomes.

• Relay customer and regional feedback to Product, Marketing, and Support teams.

• Engage in beta programs and assist customers in adopting new features.

• Aid in the creation of case studies, references, and testimonials.

• Represent CrowdRiff at industry events and networking occasions as required.

• Stay updated on product functionalities and travel and tourism trends.

• Participate in internal training sessions and share insights with colleagues.

⛳️ Requirements

• A minimum of 3 years of experience in account management or as an Account Executive with a proven track record of customer success.

• Demonstrated success in meeting or exceeding retention, upsell, and/or new business goals.

• Experience in prospecting, selling, and managing a substantial portfolio (~100 accounts).

• Highly organized, capable of prioritizing across numerous accounts in a fast-paced setting.

• Excellent written and verbal communication, relationship-building, and presentation abilities.

• Comfortable managing customer support inquiries and coordinating resolutions with internal teams.

• Ability to analyze customer data and leverage insights to enhance engagement and growth.

• Experience collaborating cross-functionally with Product, Marketing, Sales, or Customer Success teams.

• Knowledge of the travel, tourism, or DMO industry is a plus.

🏝️ Benefits

• Competitive salary and benefits package.

• Parental leave.

• Opportunities for extended learning and development through the DevDollars program.

• Equity incentives.

• Feel-Good Fridays: a half-day off every other Friday during summer.

• No-meeting Fridays year-round.

• Flexible working hours.

• Regular team socials and team-building events.

• Up to 8 weeks of vacation.

• Up to $3000 towards your next travel adventure.

• Ability to travel and work from a country of your choice for 90 days.

• Interview process accommodations available upon request.