Account Manager

We are looking for an Account Manager to join our rapidly growing Accounts team and help build out all aspects of our launch and grow processes. Account Management sits at the center of the client relationship. It owns the client communication cadence, renewals, QBRs and growth planning for every retail partner account, and decides how client-facing issues, timelines and communications are handled.

You will support existing clients and grow them. You will own the relationship from Discovery through steady-state growth. You own the health and growth of each account, leading the client relationship and rallying teams to deliver results that drive revenue.

Must be available to be on site at our clients offices in the Greater Toronto area up to 3 days a week.

• Own and run an account growth plan for each assigned client, with a clear point of view on expansion and upsell. Prepare the growth analysis and market-and-trends insights for each business review.

• Own contract renewals end to end, including proposed rates, leadership sign-off, negotiation and CRM accuracy.

• Scope new requested work, manage scope and cost adjustments when requirements change.

• Manage client spend, and meet regularly with Finance to review the prior month and align on the quarterly forecast.

• Monitor feature adoption after launch in partnership with Product; assess the roadmap impact of follow-up work from user acceptance testing.

• Lead quarterly business reviews end to end: scheduling, workback plan, deck structure, highlight-video inputs, roadmap and priorities summary, and the post-review recap.

• Provide data-driven recommendations to clients and host regular meetings to review campaign results.

• Identify case study opportunities, secure the client’s alignment and approvals for case studies, testimonials and quotes, and gather materials.

• Support customer marketing: go-to-market and flagship event support, contact-list accuracy, and input on award nominations, client events and speaking opportunities.

• Lead regular client updates, including project emails and calls, performance dashboards, and ad hoc reports, working with the support and operations teams.

• Manage requirements and user acceptance testing (UAT) with clients: take in requests, obtain and submit requirements to Product, prioritize UAT feedback, obtain explicit UAT sign-off, and announce project launches internally and externally.

• Represent client feedback and usage insights in roadmap discussions through business reviews and UAT prioritization.

• Run the internal kick-off, business discovery roadmap, go-to-market timeline, proposal and end-to-end go-to-market reviews.

• Own client onboarding and enablement: build and deliver training, create help-center guides and FAQs, and coordinate the marketing plan and launch announcement.

• 5-7 years of experience in account management, sales and/or client success

• A track record of growing revenue within existing accounts

• Strong technical aptitude, with the ability to quickly master our tech stack and business productivity tools (CRM, project management, video conferencing, Slack, G-Suite, etc.)

• Excellent written and verbal communication and presentation skills

• Excellent project management and organizational skills

• Sound judgment on when to resolve a client issue directly and when to escalate to leadership, especially during project delays or scope changes

• Comfort owning client-facing communications on sensitive topics such as billing discrepancies, service issues and contract renewals

• The ability and desire to work in a fast-paced, challenging environment

• A drive to meet and exceed measurable performance goals, with a competitive nature and a self-starter mindset

• Retail or retail media experience

At Vantage, we use AI-enabled tools to support our hiring process. This may include using AI to help organize, screen, and assess applications. We are committed to using these tools responsibly, and ensuring every candidate is treated fairly throughout the process.

All hiring decisions at Vantage are made by our team. Who we invite to work at Vantage is a decision we only trust ourselves to make.

What's Next?
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

As part of the final stages of our hiring process, all candidates will be required to successfully complete a criminal background check.