Account Manager

1 week ago

Ottawa, Ontario, Canada Alessa Inc Full time

Account Manager
Alessa's vision is a world free of financial crime. Our noble defenders deliver transformative solutions to fight financial crime.

We help our clients reduce risk, save money and grow their business, while also making the world a better place.

Alessa provides the most robust SaaS Know Your Customer (KYC), Anti-Money Laundering (AML), and fraud prevention solutions for financial institutions and corporates anywhere, anytime.


By seamlessly making compliance a part of our clients' day-to-day business, Alessa helps identify high-risk entities and activities early, enabling the business to quickly investigate and remediate any potential issues and comply with regulations.

Used by banks, credit unions, money services businesses (MSBs), casinos and fintechs to comply with global anti-money laundering (AML) regulations, Alessa also serves organizations in the retail, healthcare, insurance and other corporate sectors with its continuous controls monitoring and fraud detection and prevention capabilities.

Alessa was acquired from Caseware in 2021 and has 75 people supporting 150 global customers. Alessa's investors are led by Wavecrest Growth Partners with participation from MassMutual Ventures and Salesforce Ventures.

Alessa is currently seeking an
Account Manager in Ottawa, Ontario to join their Sales Team. In this role, you will be the primary contact and owner for a portfolio of Alessa customers.

You will grow overall customer satisfaction and drive customer retention, supporting Alessa revenue growth through upselling additional products and services.

You will also be responsible for client solution penetration, education, account monitoring, portfolio reporting and issue resolution ownership. In addition, you will build customized Business Review presentations which illustrate the client's financial health.


As a customer advocate, the Account Manager's primary focus will be to establish a trusted advisor relationship with customers and ensuring their continuous awareness of the value of their investment with Alessa.

This will involve regular contact, remote and in person, with key customer stakeholders in both Risk/Compliance, IT & C-level, building credibility, strong relationships and maintaining ongoing open communication.

This role will advocate for the clients with the goal to promote a highly satisfied and referenceable client base with a high retention rate and high Net Promoter Score (NPS).


Responsibilities:

  • Understand customers' longterm goals and ensure that their journey reflects Alessa's promise of superior experience and value.
  • Guide customers to maximize ROI through the adoption of software modules, features, and functionality.
  • Consistently communicate with decisionmakers to understand their risk & compliance needs and business requirements.
  • Develop and maintain Customer Success Plans to understand the key objectives in using Alessa products, future organizational goals and objectives, value, pain points and/or challenges to be addressed.
  • Coordinate and lead regular customer Business Reviews, promoting involvement from all key stakeholders and ensuring Csuite level involvement.
  • Identify and execute business strategies that contribute to the key objectives of the position, retention, incremental revenue growth, reference ability, satisfaction, increased utilization, feature adoption, optimization, and promotion of continuous renewals.
  • Recognize and prioritize customer issues/concerns and coordinate with appropriate internal departments to provide response.
  • Work closely with Support, Sales, Project Managers, and Implementation Teams as needed to provide a consultative approach to meeting customer needs.
  • Promote Alessa product value to customers, identifying upsell opportunities.
  • Prepare estimates/quotes/proposals for upsell opportunities such as upgrades, new modules, licenses, training, and consulting.
  • Assist with the coordination of customerfocused webinars, campaigns and conference events including attendance at conferences as they relate to your assigned customer vertical.
  • Create and build relationships with existing customers to drive revenue growth and increase customer loyalty and product adoption.
  • Navigate and negotiate contract changes, upgrades, and amendments.
  • Maintain up to date records in Salesforce, providing ongoing feedback on system use and opportunities for efficiencies.
  • Maintain and extend skill sets by researching industry trends, product updates, and new relevant technologies.

Requirements:

  • Bachelor's degree coupled with 510+ years of experience in a software account management role, preferably B2B, managing complex client relationships.
  • Knowledge of the antimoney laundering/compliance industries.
  • Superior customer engagement skills, with demonstrated success in building and maintaining effective customer relationships, particularly with those in decisionmaking roles, Budget Manage

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