Customer Account Manager

4 weeks ago

Quebec, Canada Maximizer Full time

About the role:

We are seeking a highly motivated and experienced Bilingual (English/French) Customer Account Manager to join our Customer Success team. The ideal candidate will have experience in account management, customer retention, and upselling, preferably within the financial advisor's industry. This role is integral to supporting and managing an assigned group of customers, ensuring they achieve value from our solutions while maintaining attention to detail and a strong focus on data accuracy.

This position operates in the Eastern Standard Time Zone (EST).

The base salary for this position is $70,000 - $80,000 CAD, with an on-target estimate of $80,000 - 90,000 CAD.

What you'll do:

  • Act as the primary point of contact for an assigned portfolio of accounts, focusing on building and maintaining strong customer relationships.
  • Support and manage an assigned Book of Business, ensuring satisfaction, engagement, and retention.
  • Identify upselling and cross-selling opportunities to maximize account growth and customer lifetime value.
  • Collaborate with internal teams to resolve customer issues efficiently and provide an exceptional customer experience.
  • Conduct regular account business reviews, focusing on client goals, product adoption, and strategic alignment.
  • Provide consultative support to clients, particularly within the financial advisors industry, leveraging your understanding of their unique challenges and opportunities.
  • Proactively manage account risks and develop action plans to mitigate potential churn.
  • Ensure all account-related processes are executed with precision, maintaining data accuracy and process integrity within our system.
  • Contribute to the development and execution of customer engagement strategies, including webinars, training sessions, and targeted campaigns.
  • Represent Maximizer through attending in-person events such as trade shows, customer meetings, and other events as needed.
  • Collaborate with product and marketing teams to ensure accurate and culturally relevant French localization of the user interface (UI), content, and marketing materials.
  • Contribute to the development of French-language training materials, documentation, and support resources.
  • Support the expansion of our Financial Services business within French-speaking demographics.
  • Assist in the development of targeted marketing campaigns and sales strategies for the French market.
  • Provide support to French-speaking Financial Services client, and potential FSs.
  • Assist in the creation of French-language sales collateral.

What you'll bring:

  • Fluency in both English & French (verbal and written).
  • 3+ years of experience in customer account management, preferably in the financial advisors or professional services industry.
  • Demonstrated aptitude for strategic account management, with a track record of driving customer success and retention, within the enterprise customers.
  • Strong organizational skills with the ability to manage multiple priorities and accounts simultaneously.
  • Excellent interpersonal and communication skills, with the ability to build trust and credibility with customers and internal stakeholders.
  • Attention to detail and a high level of sensitivity to process and data accuracy.
  • Experience using CRM tools and proficiency in Microsoft Office Suite.
  • Analytical mindset with the ability to interpret data and provide actionable insights.
  • Self-starter with a proactive approach to problem-solving and continuous improvement.

Preferred Qualifications

  • Previous experience working in a financial advisors related industry
  • Familiarity with subscription-based business models and customer success metrics (e.g., renewal rates, NRR, expansion ARR).
  • Experience in a SaaS company is a plus.

Why you should apply:

  • Competitive Salaries with RRSP matching program
  • Generous paid vacay and sick days
  • A powerful Laptop
  • Budget for courses, books, and personal development
  • Peer to peer recognition and rewards
  • Team building events, happy hours and more
  • Flexible & hybrid work

About Maximizer

Maximizer was launched in a garage on Vancouver Island in 1987, evolving through the development of early contact management systems (CMS), through sales force automation (SFA) technologies, right to today's sophisticated customer relationship management (CRM) systems. Along the way, we have pioneered many of today's technologies. Over this 30-year history we have attracted over 100,000 customers from around the world, and 1 million users.

Today, we are one of the few CRM providers in the world who can deploy our software in all three environments of on-premise, private or shared cloud, while providing access via a desktop/laptop, via a mobile device, or using the Maximizer app.

Ultimately, however, we are successful because for over three decades we have proven we know how to help customers do three things: secure new customers; retain them for the long term; and maximize the repeat business from them.

Equal Opportunity Employer

We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

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