Senior Account Manager

3 days ago

Scarborough ON, Canada ATS Software Full time

Job Description:
Senior Account Manager

ATS is transforming the construction engineering and design processes. We create tools that solve commercial building product manufacturers' biggest challenge;
driving demand for their product at the specification stage. We also are leaders in the use of AI to simplify and expedite the quotation process that allows manufacturers to sell more and distributors and wholesalers to win more projects.

ATS has a strong work ethic committed to delighting clients and providing them with exceptional service. Our thriving and motivated culture is the heartbeat of our organization. We hope you will become a part of it

Position Overview:

Reporting to the VP of Sales & Marketing this role is pivotal in ensuring customer satisfaction, driving platform usage, and supporting overall business growth. The role requires a strong combination of customer relationship management, technical expertise, and analytical skills, with a focus on increasing user engagement and retention.

Key Responsibilities:

1. Customer Retention:

- Develop and maintain strong relationships with key accounts, ensuring a deep understanding of their needs and pain points.

- Proactively address customer concerns and work closely with customer success teams to ensure high satisfaction and long-term retention.

2. Platform Usage Growth:

- Drive increased usage of the platform across all customers by monitoring and promoting metrics such as user growth, logins, quotes created, and AI lines used.

- Identify opportunities to expand the platform's value within each account and work with customers to maximize their usage.

3. Strong Product Knowledge:

- Maintain an expert-level understanding of our software, its features, and its application within the wholesale distribution industry.

- Serve as a technical resource for customers, providing guidance and troubleshooting as needed.

4. Learning Customer Processes:

- Invest time in understanding each customer's specific processes, workflows, and goals.

- Tailor support and recommendations to align with customers’ unique business requirements.

5. Developing Tips and Tricks:

- Create and disseminate valuable tips and tricks to help users get more out of the platform.

- Conduct training sessions, webinars, and other educational initiatives to enhance user proficiency.

6. Industry Curiosity:

- Stay up-to-date with industry trends, competitors, and emerging technologies.

- Share insights with customers and internal teams to drive innovation and continuous improvement.

7. Disciplined Follow-Up and Customer Satisfaction:

- Implement a structured and measurable follow-up process, ensuring consistent communication with customers.

- Regularly monitor customer satisfaction scores and take action to address any areas of concern.

8. Attention to Detail:

- Track progress towards personal and team objectives with a focus on measurable outcomes.

- Develop and maintain a detailed customer scorecard that tracks key success metrics.

Job Requirements:

Industry Experience:

Must have either software company experience managing wholesalers, distributors or manufacturers or direct experience working with plumbing, HVAC, Electrical or similar distributor.

Analytical Mindset:
Ability to analyze data and metrics to derive actionable insights.

Organizational Skills:
Strong organizational and time management skills to ensure consistent and effective follow-up with customers.

Communication Skills:
Excellent written and verbal communication skills to effectively interact with customers and internal teams.

Technical Proficiency:
Familiarity with CRM software, data analysis tools, and an ability to quickly learn and adapt to new technologies.

Customer-Centric Attitude:
A passion for helping customers succeed and a commitment to delivering exceptional service.

Personal Attributes:

- Proactive and Self-Motivated:
Ability to work independently with a focus on achieving measurable results.

- Attention to Detail:
Precision in tracking and reporting on metrics that impact customer satisfaction and business growth.

- Curiosity and Learning:
An eagerness to learn and grow, both in terms of product knowledge and industry expertise.

- Resilience:
Ability to handle setbacks or challenges with a positive and solution-oriented mindset.

Your Life and Career at ATS:

ATS is dynamic, industrious, innovative and collaborative. We believe diverse and inclusive organizations create work environments that are inventive and open-minded, where people spark new ideas and explore alternatives. At ATS, we offer the following to make sure you have a rewarding and enjoyable experience.

To learn more about our company visit our web page:

// and our promotional video:

//youtu.Be/MPyk3BdN-8o

Allied Technical Sales Inc. values diversity and is proud to be an Equal Opportunity Employer. We are committed to the principles and practices of employment equity and encourage all qualified individuals, including women, persons with disabilities, visible minorities, and Aboriginal Peoples to apply. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

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