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About the Role
As an Account Manager, you will serve as a strategic advisor and primary point of contact for clients, building and nurturing relationships, understanding their business needs, and proposing effective solutions. You will monitor account health and campaign performance to identify opportunities for retention and growth, collaborating with internal teams to share knowledge and drive platform utilization.
Responsibilities
- Lead the onboarding process for customers, ensuring a smooth transition and focusing on product adoption and customer satisfaction.
- Guide customers through account management as the lead point of contact post-activation, providing support for successful product utilization.
- Act as a trusted advisor to clients, recommending solutions, channels, and strategies aligned with their business objectives.
- Ensure the timely and successful delivery of services, working closely with clients to understand their needs and objectives.
- Act as a customer advocate, addressing concerns, resolving escalations professionally, and collaborating with internal stakeholders to mitigate risks and reduce churn.
- Proactively monitor account health and customer engagement, developing retention and mitigation strategies.
- 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.
- 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, with experience in building lasting relationships and hitting retention and expansion targets.
- Skilled at upselling, cross-selling, and identifying growth opportunities within accounts.
- Ability to own the retention and growth strategy for accounts while balancing multiple priorities and client relationships.
- Ability to review and assess account performance, offering tailored actionable recommendations.
- Comfortable saying no when necessary and offering alternative solutions.
- 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.
- Experience partnering with operational, technical, product, finance, sales, and customer-facing teams.
- Proficient with CRM tools such as Salesforce, HubSpot, or Zoho CRM.
- Skilled in using MS Office, particularly Excel, to manage data and track performance.
- Ability to quickly adapt to new tools and technologies.
- Excel in presenting and influencing key stakeholders, including executive and C-level leadership.
- Ability to adapt messaging to different audiences, ask insightful questions, and position technical requirements as business needs.
- Driven by delivering client-focused solutions that increase engagement, adoption, and expansion.
- Strong verbal and written communication skills.
- Ability to balance multiple projects while maintaining attention to detail.
- Possess 70% of the stated requirements.
Skills
- Account Management
- Customer Success
- Upselling
- Cross-selling
- Strategic Planning
- Relationship Building
- Analytical Skills
- Problem-Solving
- Communication
- Presentation Skills
- Salesforce
- HubSpot
- Zoho CRM
- MS Office
- Excel
- Programmatic Advertising
- SaaS
- Media Channels
Location
- Downtown Toronto
Work Type
- Hybrid
Experience Level
- Mid-level
Salary/Compensations
- $70,000 - $100,000 plus bonus with 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
- Illumin is transforming the advertising landscape with an integrated platform for journey planning, execution, and reporting, empowering marketers with real-time data and visual tools.
- The company is evolving into a product-led organization with over 100 skilled professionals and new leadership, focusing on data, AI capabilities, and people development.
- Illumin believes in the paramount importance of execution and the value of its people, seeking team members with a bias for speed, delivery over perfection, and an entrepreneurial mindset.
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.
- The company is committed to providing equitable opportunities in employment and a workplace free from discrimination and harassment.
- Illumin is equally committed to providing an inclusive and accessible workplace and offers accommodations at any stage of the interview process.