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Enterprise Account Manager

3 months ago

Waterloo, Canada Goiguide Full time
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Manager, Customer Success & Revenue Operations

Founded in 2013, Planitar Inc. is the maker of iGUIDE, a proprietary camera and software platform for capturing and delivering accurate floorplans, immersive 3D virtual tours and extensive property data.iGUIDE is the most efficient system to map interior spaces and features accurate floor plans, measurements, and reliable property square footage. By integrating floor plans and visual data, iGUIDE provides an intuitive and practical way to navigate and explore built environments digitally.

Visit www.goiguide.com for more information.

What you’ll do

Reporting to the VP Marketing, you’ll manage our largest customers. You'll provide ongoing support, foster strong relationships, and strategically increase customer usage to meet revenue targets. You’ll manage a book of business of roughly $4-5M in annual revenue, which represents about 35 – 50 accounts, depending on the year. Yourrole will be a hybrid between sales and customer success: It will have a heavy focus on increasing customer usage and account expansion, resulting in significant revenue growth.

You’ll support customers across three key industries: real estate (residential and commercial), AEC (architects, engineers, and contractors), and IRC (insurance, restoration, claims).

You will:

  • Manage a book of business that represents approximately $4-5M in annual revenue, accounting for 35 – 50 accounts depending on the year.
  • Work closely with the Sales Leads, onboard new clients that fall within the top revenue range across all verticals, which includes real estate, AEC (architecture, engineering, construction) and ICR (insurance claims and restoration).
  • Serve as the primary point of contact for a dedicated list of customers, addressing inquiries, troubleshooting issues, and providing timely resolutions to ensure customer satisfaction.For technical inquiries, you’ll work closely with our Support Team Lead.
  • Build strong relationships with key accounts to increase revenue primarily through additional iGUIDE processing and potentially additional camera purchases.
  • Act as a mentor/informal leader to the CSMs and Sales Reps; sharing your best practices and approach to optimal client success management and sales tactics.
  • Develop and maintain a deep understanding of our products and services to effectively educate customers on best practices and optimize their usage.
  • Collaborate cross-functionally with internal teams, including product support, sales, product development, and marketing, to ensure alignment and provide a cohesive customer experience.
  • Proactively identify opportunities to increase customer usage and drive adoption of additional products or services, working closely with the sales team to meet revenue targets.
  • Analyze customer usage data and feedback to identify trends, insights, and areas for improvement, and develop strategies to maximize usage and revenue.
  • Develop and implement customer success initiatives and programs to enhance customer satisfaction, retention, and loyalty while driving increased usage and revenue.
  • Regularly report on key metrics and KPIs related to customer usage, adoption, and revenue generation, and collaborate with internal stakeholders to achieve business objectives.
  • Advocate on behalf of the client to product and engineering.
  • Perform other duties, as required.
  • Approximately 30-40% travel to customer sites and industry tradeshow events

What we look for

  • Bachelor’s Degree, preferably in business or humanities (psychology, sociology, communication arts, etc)
  • Significant experience working with customers in a high-growth, fast-paced technology organization, whether that be through sales or account management
  • Experience working with enterprise level customers, ie with revenue numbers more than $50K ARR
  • Significant sales experience, whether that be through net-new sales or account expansion
  • Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with customers at all levels.
  • Strong problem-solving skills and the ability to think strategically to anticipate and address customer needs.
  • Highly organized with excellent time management skills and the ability to prioritize and manage multiple tasks simultaneously.
  • A passion for customer success and a commitment to delivering exceptional service, with a focus on driving increased customer usage and revenue.
  • Exceptional communication and presentation skills.
  • Self-motivated, proactive, and comfortable working in a fast-paced, dynamic startup environment.
  • Experience working with a CRM software (preferable HubSpot or Salesforce)
  • Ability to pass a Police Check
  • Location: Ability and willingness to come into the Waterloo office 3 times a week; or US-based employees
  • Bonus: Experience working with or selling to customers in: Real estate (residential and commercial), AEC (architects, engineers, and contractors), and/or IRC (insurance, restoration, claims).

The process

  • Initial conversation with Manager, Customer Success & Revenue Operations
  • Interview with the VP Marketing (hiring manager) & VP Sales
  • Interview with the Chief Operating Officer

Planitar is an equal opportunity employer and values diversity in the workplace. We encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

We thank all applicants for their interest, however only those selected for an interview will be contacted.

Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Sales and Business Development
  • Industries Measuring and Control Instrument Manufacturing

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