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Key UX Account Manager

2 months ago

Toronto ON, Canada Outwitly Inc. Full time

About Us:

Outwitly is a leading consulting firm specializing in UX and service design, providing both consulting, training and staffing services. We leverage user experience design, human-centered design, and cutting-edge research to solve complex business challenges. Currently, Outwitly’s main focus is to grow the Talent Solutions vertical in the UX and Service Design space. Our clients span diverse sectors, including public sector projects across Canada, as well as private sector clients in healthcare, finance, technology, and insurance. We pride ourselves on fostering a culture of diversity, equality, and inclusion. As a woman-owned and operated corporation, over 70% of our team members are women, and 54% are Black, Indigenous, or People of Colour (BIPOC). Outwitly is 100% remote, and this position is open to candidates physically located in Toronto, Ontario who are legally entitled to work here.

Job Summary:

Outwitly is seeking a driven Key UX Account Manager to join our growing Sales team. In this role, you will be responsible for managing and expanding key accounts in the design space by deeply understanding client needs, developing robust relationships, and delivering tailored solutions. You will be the primary point of contact for both new and existing clients, ensuring their satisfaction and fostering long-term partnerships. Additionally, you will drive new business development in both private and public sectors, contributing to the growth and success of our firm.

Key Responsibilities:

  • Account Growth & Relationship Management: Identify and pursue opportunities to expand our services within existing accounts, with a focus on up-selling and cross-selling our staffing and talent solutions. Develop and implement strategies to ensure client satisfaction, retention, and revenue growth.
  • New Business Development: Actively prospect and develop new client relationships in both the private and public sectors. You along with the sales team will manage the entire sales process, from initial contact to contract negotiation and closing.
  • Industry Expertise: Stay informed about industry design trends, market conditions, and the competitive landscape. Use this knowledge to provide clients with relevant insights and recommendations that enhance their business.
  • Client Advocacy: Serve as the voice of the client within the organization, ensuring their needs are communicated and met by our internal teams. Resolve any client issues promptly and professionally, maintaining a high level of satisfaction.
  • Sales & CRM Management: Maintain accurate and up-to-date records of all client interactions and sales activities in the CRM system. Provide regular reports on account status, pipeline development, and sales performance.
  • Events & Networking: Represent Outwitly at industry events, trade shows, and conferences to promote our services and stay current with industry developments. Use these opportunities to build relationships and identify potential new clients.
  • Team Collaboration: Work closely with our recruitment team and Outwitly’s subject matter experts in UX and Service Design to ensure timely and accurate fulfillment of staffing needs for our clients. Collaborate with other departments to deliver integrated solutions that meet client objectives.

Who You Are:

  • Experience: Minimum of 4 years of experience in an account management role at a staffing/ recruiting agency, servicing the UX and or service design market. Experience with both private sector companies and government agencies is highly desirable.
  • Industry Knowledge: Strong understanding of UX and service design, with the ability to communicate staffing needs and solutions at a technical level.
  • Go Above & Beyond: You value excellence and you do what it takes to get the job done. You know that sometimes, extra work needs to be put in in order to make the sale – especially in a high-growth environment. We are a small but mighty team, growing quickly. We need someone who is excited by this and sees where they can add value – and how their role could evolve as the company evolves.
  • Communication and Listening Skills: You are a great listener and communicator. You are able to hear a client's needs, offer a solution, and through the entire sales and delivery cycle you use your exceptional communication skills (verbal, written, and presentation skills) to win business, and engage and influence stakeholders.
  • Creative Problem Solver: You can think strategically and solve complex problems using creativity, the idea of innovation excites you - and you are happy to think of new and novel ways to solve problems. You use this to ensure client needs are met while driving business growth.
  • Collaborative: You have a team spirit and get excited when the team succeeds. While you thrive with your own KPIs and autonomy, you still love to work with others. You value transparency (you don’t work behind a curtain), responsiveness, and sometimes even over-communicate to make sure everyone is in the loop and on the same page. You see gaps in the team and are able to jump in and help when needed.
  • Playful: You like to work hard, but you also love to have fun, make jokes, and you don’t take yourself too seriously. We are a playful, silly and creative group – our clients have come to love this about working with us
  • Tech Savvy: You love technology and see it as a tool that supports your workflow, connects you with the team, and makes you more efficient. You can pick up any tool quickly and seek ways to proactively learn and optimize it for you and the team. Proficiency with CRM software (ideally Copper), Slack and the Google Suite. Familiarity with design tools (such as Figma and Miro) is a plus.

Qualifications:

  • Bachelor’s degree in Business Administration, Marketing, Design, or a related field. Advanced degrees or relevant certifications are a plus.
  • Proven track record of managing high-value accounts and achieving sales targets.
  • Strong negotiation and interpersonal skills, with the ability to build lasting client relationships.

Why Join Us:

  • Impactful Work: Play a pivotal role in driving our business forward by building strong client relationships and contributing to our growth.
  • Career Growth: Opportunities for professional development and advancement within a fast-growing company.
  • Inclusive Culture: Be part of a diverse, supportive, and collaborative team that values innovation and excellence.

How to Apply: Please submit your resume and a cover letter detailing your relevant experience and why you’re the ideal candidate for this role to careers@outwitly.com.