Regional Account Manager growing premium surfacing - material sales through A&D relationships across Toronto and the GTA. Conducting client visits, presentations, and industry events as a brand ambassador.
About the role
- Customer Success Account Manager guiding strategic customer relationships for Bulletproof, an IT, security, and compliance partner. Driving service value, renewals, retention, and account growth.
Responsibilities
- Own the strategic relationship and overall success of an assigned portfolio of customers
- Serve as the primary relationship manager and trusted advisor for assigned accounts
- Foster long-term partnerships that drive measurable outcomes
- Develop account plans identifying customer priorities, risks, and opportunities for service optimization, renewal, and expansion
- Connect service performance and outcomes to customer business goals
- Lead business reviews to reinforce value and progress
- Coordinate Service Delivery, Security, Engineering, and Sales teams for seamless execution, SLA adherence, and proactive issue resolution
- Manage renewal timelines aligned with customer goals and services
- Participate in upsell and cross-sell conversations to expand customer engagement and achieve retention and revenue growth targets
- Monitor customer satisfaction, usage, and operational performance
- Proactively address risk indicators and escalation points
- Represent customer feedback internally to improve service experience, process efficiency, and product alignment
- Maintain account notes, health indicators, and renewal activities in Salesforce or other CRM systems
Requirements
- 3-5 years in Customer Success, Account Management, or Program Management within an MSP, MSSP, or enterprise technology environment
- Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders
- Strong communication, presentation, and consultative skills
- Ability to translate technical performance into business value
- Analytical and data-driven thinking
- Ability to identify trends, interpret service metrics, and build clear value stories demonstrating ROI and business impact
- Demonstrated success in retention and growth initiatives, including renewals, cross-sell, or upsell
- Excellent organizational skills and experience managing multiple customer engagements simultaneously
- Confident, proactive, and accountable; able to lead through influence and collaboration
- Familiarity with Microsoft 365, Azure, and cybersecurity or compliance frameworks
- Understanding of managed services delivery, SLAs, and IT service management fundamentals
- Experience preparing and leading Executive Business Reviews (EBRs)
- Business strategy acumen and comfort discussing contract or pricing structures
Benefits
- Favorable medical, dental, and vision plans
- Company matched RRSP plan
- Competitive pay and performance rewards program
- Continuous education opportunities
- Opportunities for career growth
- Community involvement opportunities
- Paid access to volunteer time
- Annual bonuses
- Service Award Bonus
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No Education Requirement
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