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About the Role

We are hiring a Bilingual Account Manager, AdTech (English / French) to join our team. You will play a critical role as a strategic advisor and primary point of contact for our managed service and self-service clients throughout their client journey. You will build and nurture relationships with clients, develop an in-depth understanding of their business needs and propose highly effective solutions, demonstrations, and user training. You will present insights and make or apply recommendations to optimize their engagement with our platform. You will proactively monitor account health, campaign performance, and customer engagement to identify opportunities for retention, growth, increased adoption, and deeper platform utilization. You will collaborate across teams with sales, product, and engineers to gain and share knowledge about our customers’ evolving needs, our platform’s capabilities, and the speed at which we can deliver new features.

Responsibilities

Lead the onboarding process for customers, ensuring a smooth transition and focusing on product adoption and customer satisfaction.
Guide customers through account management, providing them with the support they need for successful product utilization.
Act as a trusted advisor to clients, recommending solutions, channels, and strategies aligned with their business objectives while helping them maximize the value of the illumin platform.
Ensure the timely and successful delivery of services, working closely with clients to understand their needs and objectives.
Act as their advocate, address concerns, resolve escalations professionally, and collaborate with internal stakeholders to mitigate risks and reduce churn.
Proactively monitor account health and customer engagement, developing retention and mitigation strategies that strengthen long-term partnerships and improve customer satisfaction.
Identify opportunities to expand advertiser adoption, increase channel utilization, and deepen platform engagement.
Lead strategic business reviews and performance discussions focused on delivering measurable business impact and long-term partnership value.
Collect and analyze consumer behaviour data to stay ahead of evolving needs and resolve issues efficiently.
Track key account metrics, prepare reports, and communicate the progress of monthly and quarterly initiatives to both internal and external stakeholders.
Represent the voice of the customer internally by providing feedback that supports product improvements, service enhancements, and process optimization.

Requirements

Proven track record in roles such as Account Manager, Key Account Manager, or Customer Success, where you have built lasting relationships and consistently hit retention and expansion targets.
Skilled at upselling, cross-selling, and identifying growth opportunities within accounts by diving deep into their specific needs and recommending strategic solutions.
Comfortable owning the retention and growth strategy for your accounts while balancing multiple priorities and client relationships simultaneously.
Ability to review and assess what’s working—and what’s not—within accounts, using your understanding of the client’s business to offer tailored actionable recommendations.
Comfortable saying no when necessary offering alternative solutions that still drive client success.
Proactively identify risks, opportunities, and trends that support customer retention, growth, and platform adoption.
Experience with trends and industry standards in areas like Programmatic, SaaS, and media channels.
Ability to grasp complex technical details and translate them into valuable, easily understood insights for clients.
Thrive in collaborative environments and have experience partnering with operational, technical, product, finance, sales, and customer-facing teams to deliver strong customer outcomes.
Understand how to navigate cross-functional organizations to ensure alignment, execution, and client success.
Proficient with CRM tools such as Salesforce, HubSpot, or Zoho CRM.
Skilled in using MS Office, particularly Excel, to manage data and track performance.
Can quickly adapt to new tools and technologies to present solutions that align with customer success.
Excel in presenting and influencing key stakeholders, including executive and C-level leadership.
Can adapt your messaging to different audiences, ask insightful questions, and position technical requirements as business needs, fostering trust and alignment with clients.
Fluently bilingual in English and French.
Driven by delivering client-focused solutions that increase engagement, adoption, and expansion.
Strong verbal and written communication skills.
Can balance multiple projects while maintaining attention to detail, always prioritizing the customer’s objectives.
Have 70% of what we are looking for.

Skills

AdTech
Account Management
Customer Success
Upselling
Cross-selling
Strategic Solutions
Risk Identification
Opportunity Identification
Trend Analysis
Programmatic
SaaS
Media Channels
Technical Translation
Cross-functional Collaboration
CRM (Salesforce, HubSpot, Zoho CRM)
MS Office (Excel)
Data Management
Performance Tracking
Presentation
Influencing
Client Relationship Management
English
French

Location

Downtown Toronto office

Work Type

Hybrid

Experience Level

Existing role
70% of what we are looking for

Salary/Compensations

$70,000 - $100,000 plus bonus
Total compensation between $90,000 - $130,000

Benefits

Flexible work environment
Meal credit for in-office days
Free massage with an RMT in-house every eight weeks
Life insurance
AD&D insurance
Long-term disability insurance
Prescription coverage
Dental coverage
Vision coverage
Mental health coverage
Professional health services coverage
Workplace advisor access
Vitality Wellness app access
$300 annual healthcare spending account

About the Company

We are transforming the advertising landscape with an integrated platform for journey planning, execution, and reporting.
Our platform empowers marketers through real-time data and visual tools, combining media planning and buying for campaign control and personalized insights.
We are evolving into a product-led company with over 100 skilled professionals and new leadership.
We harness data, advance AI capabilities, and invest in our people to redefine journey advertising.
Our work is guided by the beliefs that execution is paramount and that we are only as good as our people.
We are looking for team members who share our bias for speed, delivery over perfection, and an entrepreneurial mindset.
Joining us is a chance to be part of our transformation.
We are undergoing a transformative shift, embracing change and empowering every illumineer to innovate, experiment, and bring forward new ideas.
We are a broad and diverse team sharing a passion for success, a drive to do more, and a love of creating connections.
We hire for talent and commitment and provide the guidelines and guidance to elevate skills, knowledge, and abilities.
This is a place where proven methods meet bold ideas, offering opportunities to grow personally and professionally.

Equal Opportunity

illumin is firmly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, Indigenous People of North America and the world, persons with disabilities, 2SLGBTQIA+ persons, and those who may contribute to the further diversification of ideas.
We are committed to providing equitable opportunities in employment and to providing a workplace which is free from discrimination and harassment.
We are equally committed to providing an inclusive and accessible workplace.
If you require accommodations at any stage of the interview process, please email us at hr@illumin.com.