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Account Manager
3 weeks ago
One permanent full-time position - Bilingual Imperative (SISS/SISS)
- One Temporary full-time position (24 months) - English Essential
Who we are
SCC is a small but impactful Crown corporation that reports to Parliament through Innovation, Science and Economic Development Canada. Using our expertise and vast network, SCC helps organizations by opening a gateway to possibilities, both at home and abroad. We bring people together, foster collaboration and expand their horizons in trade and global connectivity. We represent and advance Canada’s interests on the international stage in ways no other organization can.
SCC offers more than a few pieces of the standards development and conformity assessment puzzle. We provide comprehensive strategies that allow Canadian businesses and innovators to contribute to shaping established and emerging markets. We help knock down trade barriers and create opportunities for businesses to innovate and expand into new markets by laying the foundation for their success.
SCC’s work helps drive Canada’s health, well-being and economic prosperity. Whether it’s the food we eat, the products and technologies we use, or how we get to work, every aspect of our lives is touched by standards. Standards and conformity assessment not only provide confidence in the quality and safety of products and services, they also play an integral role in improving the overall health and safety of Canadians, and of their environment. At SCC, everything we do is aimed at improving Canadians’ quality of life and economic prosperity.
Our culture
A 2020 winner of Waterstone’s Canada’s Most Admired Corporate Cultures award, we foster a culture founded on our values of respect, professionalism, and integrity. Over the last year, our culture has expanded and evolved in light of the COVID-19 pandemic. Working from home has had its challenges, but it has also brought us closer and has highlighted the culture that was already in place: one of compassion, agility, and flexibility.
At SCC, we believe that an empowered and engaged workforce is essential to deliver on our vision and mission. A people-centric culture means that we are all working together to achieve a common goal.
Our diversity is our strength. We believe that leveraging our unique backgrounds helps to create a stronger, more cohesive team. Proudly, we can report that 30% of our team identifies as belonging to a visible minority, 60% of our team is female, and 62% of our leadership team is female. Not only do we serve the public in both Official Languages, but we are able to go above and beyond: with a staff complement of 140, we speak over 20 languages at SCC.
Your place in the team
Account Managers are the primary point of contact for customers of the Accreditation Services program at SCC. They build and maintain a business relationship with each customer, fostering customer loyalty and promoting the value of accreditation and of working with SCC. As the liaison between the customer and SCC, an Account Manager identifies and supports customer information and education needs, coordinates activities for each account and identifies opportunities for and supports the delivery of additional value and services to the account. Their knowledge and understanding of each customer’s business environment, pressures and priorities enables them to match SCC’s accreditation services to meet these needs.
Your background
- Post-secondary degree in relevant discipline
- Minimum 3 years of experience in the management of customer accounts
- Minimum 3 years of experience in areas of compliance, standards, quality, accreditation and/or regulatory systems
- Language Requirements: Bilingual Imperative (SISS/SISS) and English Essential
Key Activities
**Primary point of contact for customer accounts**:
- Provides guidance to customers on SCC’s accreditation process and accreditation
- Identifies and addresses customer information needs
- Responds to questions and inquiries
- Investigates and resolves customer issues
**Develops and builds customer account loyalty**:
- Manages and sets customer expectations
- Demonstrates SCC understands of customer pressures, markets, etc.
- Coordinates activities that pertain to a customer’s account
- Keeps customers informed as to the status of their accreditation
**Demonstrates understanding of the customer’s environment**:
- Completes and reviews scans of the customer environment
- Works across SCC operational branches and participates in matrix teams where appropriate
- Synthesizes strategies for moving customer relationships forward
**Coordinates activities for each account**:
- Monitors account progress through the accreditation cycle
- Works closely with accreditation team members to minimize interruptions in service delivery
- Acts as liaison between the customer and SCC
- Flags situations where planned activities need to be put back on track
- Maintains documentation supporting customer relation
