Creative Account Coordinator supporting client projects for Sentrex Health Solutions, a Canadian pharmaceutical distributor and patient support provider. Coordinating documents, submissions, campaigns, meetings, and project tracking remotely.
About the role
- Account Manager owning renewals, customer health, and expansion across Ada’s AI customer service platform. Managing approximately 60 Canadian customers and forecasting retention and pipeline.
Responsibilities
- Own a portfolio of approximately 60 customers representing roughly $2.5M in annual revenue.
- Keep customers happy, healthy, and renewing.
- Ensure customers achieve measurable results from Ada.
- Identify customer risk early and manage plans to improve account health.
- Run renewals from start to finish and meet retention targets.
- Carry an expansion target and identify growth opportunities.
- Track usage, automation rates, and account health.
- Conduct regular customer check-ins and business reviews.
- Identify expansion opportunities such as higher conversation volume, new channels, or new use cases.
- Build relationships with day-to-day contacts and budget/renewal decision-makers.
- Maintain accurate Salesforce data and provide weekly renewal and pipeline forecasts.
- Escalate accounts requiring more senior support or outside the Accelerate model.
Requirements
- 1+ year of experience in a customer-facing or commercial role, such as Account Manager, BDR/SDR, Customer Success, or Account Executive, ideally in B2B SaaS.
- Organized and comfortable juggling many accounts simultaneously.
- Skilled at customer conversations and identifying customer priorities.
- Curious about business operations and customer-result metrics.
- Able to remain calm with frustrated customers and follow through.
- Coachable, receptive to feedback, and able to improve quickly.
- Able to clearly communicate customer needs to Support, Product, and Solutions teams.
- Comfortable using Salesforce, Google Workspace, or MS Office, and able to learn new software quickly.
- Bonus: prior experience carrying a quota or target.
Benefits
- Unlimited Vacation: Recharge when you need to.
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
- Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
- Flexible Work Schedule: Balance your work and personal life.
- Remote-First, In-Person Friendly: Options to work from home or at our local hub.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
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