Revenue Operations: Account Manager

2 weeks ago

Vancouver, Canada CoPilot AI Full time

CoPilot AI is a Vancouver-based SaaS start-up with a mission: to innovate the way people grow their business, by humanizing digital interactions, in a scalable way.

We believe in maximizing authentic and mutually beneficial human connections for business growth, which is why CoPilot AI automatically targets qualified people on social media, initiates one-to-one conversations, and surfaces timely sales opportunities without requiring any cold calling, events, or expensive advertising. Our goal is to create a place where our customers can have more meaningful conversations at scale.

As we lean into the next phase, we are looking for a **Vancouver-based Account Manager - Renewals **to join our fantastic Revenue Operations team

**The Role**

If you’re invigorated by happy customers and make it your mission to understand what customers want (and need), we’d love to hear from you. This role is critical for identifying key re-engagement and upsell opportunities and maximizing customer renewal potential.

Reporting to the Revenue Operations Lead, the Account Manager - Renewals will be responsible for proactively managing the renewal process for our 6/12 month term customers, re-engaging paused accounts and identifying accounts with growth potential.

We believe a large part of our competitive advantage is attributed to the close relationships that our Revenue Operations team builds with our customers, through understanding our customers' campaigns, needs, nuances, and focus areas of support.

The Account Manager - Renewals plays a critical role in CoPilot AI’s ambitious growth plans and seamlessly combines industry knowledge, innovative vision, emotional intelligence, thought leadership, and a solutions-driven approach, to promote excellence in alignment with CoPilot AI’s people-first culture.

**What you'll do**:
**Renewals and Re-engagement**
- **Customer Re-Engagement. **This vital task involves identifying customers who have lost momentum and helping to kick-start their engagement with CoPilot AI. Armed with a range of technical and process-driven solutions, you’ll re-engage clients and set them back on the path to success.
- **Renewals Management. **Responsible for ensuring our long term SMB clients are renewing on time, you will keep a close watch on their accounts to flag any churn risks and collaborate with Revenue Operations colleagues to rescue at-risk accounts.
- **Maintaining Customer Relationships. **Engaging with customers post-implementation to identify and promote growth and expansion opportunities (up-selling and cross-selling).
- **Building Customer Champions. **You will proactively work with clients to help them succeed using CoPilot AI and turn them into Customer Champions that become advocates for using our platform.
- **Focus on data.** Your success is our success You will be responsible for identifying expansion opportunities and promoting customer advocacy, generating referrals, case studies, and customer reviews.
- **Be part of the team.** We need someone who’s willing to go the extra mile and help to generate ideas and solve problems for our customers. You will cross-collaborate with our sales, product & engineering teams and add to the discussion, take on your own projects, and see how you can impact the overall business.
- **Own the outcome. **At the end of the day: are you helping our customers grow their business? Are customers renewing and buying more? Are our customers happy to be guided by you?

**Who you are**:

- 2-3 years of account management experience, preferably in SaaS
- Possess deep empathy for the customer experience and sound great on the phone
- Tech savvy - you know the lingo and how the processes work
- Extremely organized (you’ll have your eye across a large number of accounts in order to spot at-risk subscriptions and keeping on top of the renewals process for more than 200 long term customers)
- Highly motivated individual with the uncanny ability to sniff out an up-sell or revenue opportunity
- Quick learner, driven, and have a great work ethic
- Natural communicator with the ability to inspire and influence
- Problem-solver extraordinaire
- Strong interpersonal skills with the ability to build trusting relationships with team members, management and external partners
- Strong strategic thinking skills paired with the courage to challenge the status-quo
- Extremely proactive and thrives in a dynamic, move-fast, roll-up-your-sleeves culture

**Bonus**:

- Experience with LinkedIn’s Sales Navigator
- Sales experience

**What’s in it for you**:

- **Hybrid Work Environment**: Enjoy the flexibility of a hybrid work environment with 2 days per week in our office located in downtown Vancouver, and work from home when you need it.
- **Comprehensive Benefits**: We've got you covered with a comprehensive benefits package, including health, dental, and vision insurance.
- **Health and Wellness Spending Account**: We care about your well-being inside a

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