Gestionnaire relationnel(le) chez EDC, aidant les entreprises canadiennes à réussir à l’étranger. Prospection, gestion de portefeuilles et solutions de financement du commerce international en Colombie - Britannique.
About the role
- Key Accounts Manager owning retention, renewals, and expansion for Shopify Plus and Enterprise merchants. Building Smile.io’s account-management motion for its ecommerce loyalty platform.
Responsibilities
- Own net retention and top-account health, including saves, expansion, and leading indicators
- Manage relationships with Plus and Enterprise merchants and selected large Growth-segment brands
- Conduct business reviews, renewal conversations, save calls, and expansion conversations
- Build and operate account plans, risk signals, engagement cadences, and save plays
- Design, document, and improve the key-accounts motion
- Partner closely with the Sr Lead, Support to resolve escalated technical issues
- Report on and forecast retention outcomes
- Turn strong merchant relationships into reviews, references, and case studies
- Support the 1-many success strategy by sharing commercial skills, perspectives, and plays
- Coach and level up peers or direct reports
Requirements
- Deep knowledge of Shopify, its ecosystem, its merchants, and how Plus and Enterprise brands operate
- Previous ownership of a revenue or retention number
- Track record of saving at-risk accounts
- Experience building an account-management motion, including segmentation, cadences, risk detection, and save plays
- Experience running hard commercial conversations, including pricing pushback, downgrade threats, and executive-level escalations
- Demonstrated ability to move retention metrics such as gross retention, net retention, save rates, or expansion revenue
- Experience coaching or levelling up direct reports or peers
- Experience working in or alongside success, sales, support, or product
- Ability to translate merchant signals into retention risk, product friction into roadmap conversations, and usage data into expansion cases
- Experience building account-planning frameworks, risk-scoring approaches, QBR formats, or save playbooks
- Ability to work Monday to Friday with significant overlap with 9 AM–3 PM EST
- Must be based in Canada
Benefits
- Flexible vacation
- Remote work allowance
- Monthly credit to use at any of the 100,000+ stores that use Smile’s software
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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