Account Manager

2 weeks ago

Edmonton, Canada Alberta New Home Warranty Program Full time

**The Alberta New Home Warranty Program Group of Companies (ANHWP Group), is Alberta’s most experienced and most trusted new home warranty provider and educator for homebuilders. As Alberta’s leader in new home warranty products and services for over 45 years, we continue to raise the bar to meet the needs of homeowners and our Builder Members.**:
This position resides with The Alberta New Home Warranty Program (ANHWP) and works alongside The New Home Warranty Insurance (Canada) Corporation (NHWICC) and the Professional Home Builders Institute of Alberta (PHBI).

ANHWP has an immediate vacancy for an **Account Manager**.

Initially this is a 6-month term contract with possibility of extension, to work in a hybrid work design from Calgary/AB and be part of an amazing team and corporate culture

**Accountable for**:
Reporting to the Customer Engagement Manager, the Account Manager is responsible for being an internal “expert” on our customer base, ensuring customer satisfaction metrics are met and exceeded, and that revenue and growth goals are empowered through a superior understanding of customer experience drivers and needs.

With an understanding of The Program’s vision and mission, the Account Manager’s primary responsibility is to identify customer needs and promote appropriate solutions to existing and prospective customers in order to achieve profitable growth, drive customer satisfaction, and advance the corporate brand through superior delivery of our products and services.

You’ll be part of the Customer Solutions (sales) team and be responsible for Key Account Management, including achieving sales and satisfaction goals. As part of a Growth Acceleration group you will also bring your customer insights fully-forward into helping develop in-demand products and services that will seek to enhance density and utilization within all customer segments. As an employee within the organization, and in the greater industry-at-large, you will represent and demonstrate our organization’s values at an exemplary level. Ideally, you’re a strong collaborator with disciplined account management skills, all underscored by a positive and supportive attitude and approach. You’ve had experience successfully managing high profile accounts and have a keen and enthusiastic interest in understanding the customer journey.

This role requires a self-starter and leader who can turn customer insights into operational improvements, and you’re comfortable handling customer challenges and pressure. You are a goal-oriented individual who can get things done, but you also understand that it takes a team to do so, and as such you’re comfortable working with colleagues to contribute, delegate, and support as necessary. Further, you’re comfortable in a digital-forward environment, and have had solid experience operating within a sales-based CRM to drive account planning and growth.

**Work location**:
Edmonton, AB or Calgary, AlbeABrta

**Main responsibilities**:
The primary responsibilities of the Account Manager are:

- Interact with customers and colleagues at all levels and provides strategic advice and input regarding customer solutions, customer engagement, business development, and operational improvements for Builder Members.
- Contribute as member of the Customer Solutions team and engage with members to ensure Builder Member relationships are acquired, retained, and enhanced.
- Participate in Key Account Management strategies across the Builder Member portfolio, focusing on providing agile and value-added service and support while growing customer value.
- Meet monthly key performance indicators (KPI‘s)

Revenue and Growth:

- Responsible for customer acquisition and retention processes in our homebuilder customer segments
- Responsible for the achievement of key customer satisfaction and growth metrics, including Membership
- Work with Marketing teams to deliver product/service diversification and market-share growth strategies, including new Member acquisition
- Actively promote the services of the Professional Home Builders Institute (“PHBI”) and work with PHBI to grow utilization within the Membership
- Alert the Manager, Risk & Underwriting of any builders or industry organizations who are encountering business problems which may impact the Organization or NHWICC.
- Work with Marketing to ensure that prerequisites (like Point of Sales materials, campaign requirements, and homeowner supports) are fulfilled within a timely manner and are created to meet customer preferences

Customer Experience:

- Create a consistently respectful, responsive, and positive experience for customers in a way that drives meaningful loyalty, retention and mutual value creation
- Solve Builder Member account issues as they arise, supporting all departments in resolving concerns on Member-related issues
- Bring innovative best practices to enhance the Organization’s competency and position within the customer

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