Account Development Manager
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Key skills for this role
Role Overview
Own a segment of SiteMax accounts from onboarding through adoption, retention, renewal, and growth.
Work across customer relationships, hands-on implementation, product communication, account operations, and expansion.
Partner with sales, Professional Services, engineering, Product, Marketing, billing, and the Director of Customer Success and Revenue Operations.
Key Skills for This Role
Full Job Posting
Role overview
Own a segment of SiteMax accounts from onboarding through adoption, retention, renewal, and growth.
Work across customer relationships, hands-on implementation, product communication, account operations, and expansion.
Partner with sales, Professional Services, engineering, Product, Marketing, billing, and the Director of Customer Success and Revenue Operations.
Customer relationships
- Own day-to-day customer relationships, adoption, retention, satisfaction, and follow-through across assigned accounts.
- Become a knowledgeable point of contact, proactively engage at-risk or underutilized accounts, and coordinate customer requests.
Onboarding and implementation
- Run kickoffs, setup sessions, go-lives, and hands-on onboarding for assigned accounts.
- Configure Time Center work rules, forms, report templates, user roles, permissions, users, and seats.
- Deliver tailored remote and on-site training and coordinate requirements, custom builds, and delivery through go-live.
Adoption, growth, and renewals
- Monitor usage and engagement, provide targeted guidance, and identify additional seats, expanded use, and plan upgrades.
- Lead account reviews, prepare renewal materials, conduct renewal outreach, and flag churn and expansion opportunities.
- Commercial negotiation, pricing, and final renewal terms remain with the Director.
Product communication
- Plan and run campaigns about product features, releases, and changes using announcements, in-app messages, and customer emails.
- Tailor messaging by customer type and use case and track campaign engagement to support adoption.
Account operations
- Maintain accurate HubSpot records, including calls, emails, account changes, deals, and line-item data.
- Follow up on overdue invoices, failed payments, and credit card expirations with billing.
- Submit weekly portfolio updates covering renewals, churn risk, expansion, and roadblocks.
What you bring
- Experience in customer success, account management, or a similar customer-facing role owning a book of accounts.
- Strong problem-solving, organization, communication, collaboration, initiative, and reliable follow-through.
- Technology aptitude, software configuration ability, and experience writing customer-facing communications.
- Experience with SaaS, construction technology, or Google Workspace, HubSpot, Jira, Slack, and Intercom is an asset.
- Relevant post-secondary education or equivalent practical experience is welcomed, and occasional travel may be required.
Benefits and growth
- The role offers medical and dental benefits, gym access, professional development, and career growth opportunities.
- Employees work from a downtown Vancouver office in a AAA building and may progress toward larger, more strategic account ownership.
Compensation
- The salary range is CAD 70,000 to CAD 80,000 per year.
Location and workplace
- The role is hybrid and requires a minimum of three days per week in the downtown Vancouver office.
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