Account Manager

About the Role:

An Account Manager at BWZ plays a crucial role as the primary point of contact for our international SaaS customers. The role is responsible for building and maintaining strong, long-term relationships and acting as a consultant to our customers. They actively seek new expansion and cross-sell opportunities and provide day-to-day support.

Who you are:
You’re experienced in digital media marketing and working with SaaS clients, you've likely held an account management role with an agency or another organization in the past. You’re highly organized, comfortable with data analysis, trend identification and are a highly effective communicator.

You collaborate well across internal teams and are comfortable expanding your role parameters as needed to get the job done. And above all, you are skilled at earning the trust of clients by displaying an understanding of their business needs and the right solutions to meet them.

What you'll be doing (responsibilities):

• Develop, manage and grow a specific set of accounts with a focus on budget expansion and utilization
• Build and maintain strong client relationships
• Manage initial onboarding, to ensure proper campaign setup with a focus on efficiency and making the process as easy as possible for the client
• Drive resolution of customer concerns and provide feedback to Sales and/or Product teams
• Track account health to identify cancellation risk and actively work to eliminate that risk
• Responsible for day-to-day client support and customer success communications
• Provide highly-responsive product and/or technical support when required
• Analyze campaign performance metrics and develop recommendations based on data
• Develop and deliver program performance presentations and lead strategic growth discussions
• Ensure campaign strategies are implemented on time and adjusts or redirects strategies as needed to drive growth and retention
• Provide client training to improve utilization of platform tools and use reporting features, including any applicable reports or dashboards detailing program performance
• Supports the vision of the company directors/partners

How your success will be measured:

• Account Expansion ($)
• Budget Utilization (%)
• Account Engagement (%)

Your skillset includes:

• 3-5 years digital marketing or digital media experience
• Account management experience having worked with large and small accounts
• Knowledge of B2B digital marketing and advertising sales funnel
• Experience operating on a virtual sales team and within a sales process that is heavily CRM dependent
• Proficiency in Excel and PowerPoint and Google workspace
• Highly organized with strong communication and presentation skills
• Able to work flexible hours due to clients being located in various countries

Nice to haves:

• Good understanding of SaaS technologies and eco system
• Skilled at analyzing data and deriving/communicating insights to meet clients' objectives
• Familiarity with PPC, and other marketing performance tactics and KPIs
• Advanced knowledge of performance marketing along with a competent level of technical ability

Salary Statement:
This full time position is available as either a fully remote role (from anywhere in Canada) or as a hybrid/in office position if you'd like to use our Vancouver office space and are locally based. The role offers an annual salary in the range of $70,000 to $80,000 CAD plus up to a 50% bonus. The range is a guide for the expected skills, knowledge and experience for new hires based in Canada only. Seniority level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. This means ranges will vary for candidates based outside of Canada and/or at different seniority levels. In addition to annual salary, full time employees are eligible for a discretionary bonus and a comprehensive benefits package.

About Us:
Black and White Zebra is a rapidly growing, independent media tech company headquartered in Vancouver, B.C. Canada. Since 2012, our portfolio of influential digital publications has been helping millions of people succeed at work.

Our brands cover project management, product management, people management, customer experience, quality assurance and others, with the goal of connecting people with the knowledge, skills and tools they need to succeed professionally.

We got our start in 2011 as The Digital Project Manager blog, founded by our CEO Ben Aston. Since then, we’ve grown into an international team of 70+ creators, strategists, and innovators with a portfolio of more than 14 online publications. We enjoy an impact-driven environment that combines the agility of a startup with the creativity of an agency and the diversity of a global company.

We’ve recently ranked #30 in The Globe and Mail’s Fastest Growing Company list and received a CMI award for Best Digital Publication for The Digital Project Manager—and we’re listed in both Canada's Top Small & Medium Employers, and Best Employers in BC.

All of this growth is driven by our commitment to our mission: In a world of evolving skills, practices, and technology, we’re creating a playbook for the future of work and empowering communities to create it with us.

Diversity Equity and Inclusion:
Black and White Zebra is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran’s status (including protected veterans, as may be required by federal law), sexual orientation or any other category protected by law. We celebrate all backgrounds and attributes that continue to help make our team impactful, iterative, adaptable, and fun!