Account Manager, Customer Success

7 months ago

Toronto, Canada The Value Builder System Full time

**Account Manager, Customer Success**

Value Builder provides a comprehensive value assessment toolset that assists advisors in initiating The Endgame Conversation with business owners. The "owner-friendly" Value Builder Report includes a thumbnail valuation and an action plan for enhancement. Our network of advisors has facilitated over 70,000 strategic conversations using our assessments. Advisors who incorporate The Value Builder Report into their sales process typically see a 60% increase in fees, by transforming their coaching from a perceived expense to a valuable investment.

Additionally, Value Builder advisors receive access to a marketing system designed to initiate The Endgame Conversation. This includes a done-for-you, white-labelled drip marketing program, Nurture Cycle, which prepares owners for strategic discussions. We also provide a library of e-books and presentation templates to help advisors position themselves as exit experts. All content is pre-tested and optimized through our proprietary panel of 25,000 business owners, achieving open rates twice the industry average.

**What You’ll Do: (Job Description)**
- Maximize the adoption rate of our tools with your customers; the more features a customer uses, the stickier they will be.
- Look for ways to proactively grow revenue by identifying and pursuing upgrade opportunities.
- Work to retain customers who are struggling to adopt our tools.

**You will do this by: (The Day-to-Day Job)**

The Account Manager job requires you to concentrate on retaining and expanding your book of business.
- Engaging in meaningful two-way exchanges with each customer account every 90 days focused on their progress, success, and action plan to achieve goals you set together
- Identifying advisors in need of extra help and persuading them to take action; such as enrolling in training, adopting a recommended tool, adopting the portal features and functionality offered in their contract etc.
- Marshaling internal resources to satisfy customer requests and take action on feedback
- Ensuring the basic hygiene of your accounts (Salesforce is up to date, NPS, Accounts Receivable, etc.)

**Is This You? (What We’re Looking For)**
- **Gravitas**: you have the credibility to win and keep the attention of a group of business advisors
- **Directness**: you're a teacher. You're prescriptive, direct and authoritative - you do not waffle
- **Influence**: you excel at convincing others to act upon your suggestions.
- **Business Acumen**: you understand what it's like to run a business and be accountable for a P&L
- **Curiosity**: you are naturally curious about what makes a business model work
- **Process Orientation**: you believe success is "1% inspiration and 99% perspiration"
- **Humility**: you don't need everything to be your idea. You're willing to work with our existing content and tools to make them better rather than reinvent the system
- **Communication Skills**: you can communicate ideas orally and in writing
- **Confidence**: you hold your ground and others accountable
- **Spark**: you're an action-oriented, glass-three-quarters-full kind of person who fills a room with energy and can motivate others to act

**Experience and Requirements**
- 5+ years of Experience in a customer success role, ideally within a SaaS company
- Have worked closely with C-level management individuals
- You love speaking to customers and understanding and solving their problems and have excellent verbal and written communication skills
- Software proficiency (Experience with Salesforce is a plus)
- Experience in a sales role (for persuasion skills and confidence)

**Key Performance Indicators**:

- Net Revenue Retention
- Churn
- Expansion/Upsell

**Do You Believe What We Believe? (Our Values)**
- We believe in having a growth mindset, tackling challenges with our glass three quarters-full attitude.
- We believe in doing the important things first.
- We believe in being professional. We own up to mistakes. We’re allergic to people who make excuses.
- We believe that opinions are cheap. We’re metrics people. Data is the raw material of true insight.

**Why You’ll Love It Here (5 Reasons to Join)**
- Play a Role in Doing Right: you’ll be able to look back on your career and know that you played a part in righting a wrong in a world today by helping level the playing field for owners as they approach their exit.
- One of our four values is to embrace a growth mindset, which is all about taking risks, learning and growing. Learning is not only encouraged; it's hard-wired into our culture. Join a big company and your learning curve will be gradual, join The Value Builder System and the curve steepens considerably. At The Value Builder System, you’ll be encouraged to take risks and try new things rather than petition management for permission to act.
- Be part of something special. Company founder John Warrillow wrote Built to Sell: Creating. Business That Can Thrive Without Yo

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