Manager, Key Accounts Team

Who we are:

Ignition is the world’s first client engagement and commerce platform for the professional services industry, from proposal and payment automation solutions to a broader client engagement platform, to transform the way people do business together.

We are a high-growth, global SaaS organization with employees in Australia, US, Canada, UK, South Africa, New Zealand and the Philippines.

Company Values:

• We are better everyday
• We work without ego
• We are smarter together
• We hero our customer

Role location:

We know that each employee has unique needs. We want you to bring your best self every day so we ensure you have the flexibility to be your most productive self. You can work from home, or a shared office. We are looking for a candidate accessible to the Greater Toronto Area for the occasional meet-up.

Job Description

About the role:

The Ignition Key Accounts team helps accountants, bookkeepers and their clients transform the way they work together, and are responsible for driving Ignition’s long-term revenue expansion and customer retention.
As a Manager, Key Accounts Team, you’ll lead a team of Key Account Managers who own the core relationship with our customers at all post-sale stages of their journey. You’ll be helping your team meet their key responsibilities and goals while delivering delightful experiences for our customers and clients. You’ll be accountable for ensuring your team’s voice is heard through regular one-on-ones.
You’ll work with the Managing Director, AMER to deliver regular KPI reporting to ensure your team’s plan is being executed and the company’s goals are being met. You will dotted-line report into the Director of Key Accounts to address day-to-day operational work and provide actionable insights for your region’s strategic plan and tactical execution.

Key Responsibilities:

Team Supervision Function

• You’ll be responsible for owning the performance of your team and its KPIs.
• You will proactively communicate with the Program Director & Managing Director, AMER, when certain activities are performing well and when activities aren’t working and what is driving these variances. 
• When working with the Program Director, you’ll be the regional voice of the customer regarding projects and process improvement and execution.
• You’ll be responsible for working with the Program Director to ensure your team’s capacity is not overwhelmed or underutilized throughout the year. 
• You and your team are committed to delivering an exceptional customer experience while minimizing the impact of dormancy and churn.
• You’ll work directly with your team to understand & address their needs. You’ll conduct regular one-on-ones, complete key administrative tasks (such as managing team leave, performance reviews, etc) and performance coaching.
• Working closely with your Key Accounts team, you will collaborate with regional marketing, customer marketing, and the program director to develop webinars, content & campaigns that are relevant to new feature adoption, seasonal trending topics, and customer-driven thought leadership. 

Key Account Management Function

• With a customer-centric mindset, your leadership will help your team: 
  • Achieve new customer activation targets by driving speed-to-value. 
  • Achieve monthly and annual payment volume targets
  • Create and host webinars, and collaborate on articles and other educational materials that deliver a scalable customer experience.
• Work with your team to maintain, build, and grow collaborative relationships with our larger customers and partners. Lean on these relationships for webinars, seasonal campaigns, and case studies.
• Be the voice of the customer, and provide customer insights to our product, marketing and sales team. 
  • You’ll highlight key points of innovation and improvements in service to rapid product adoption and usage velocity, as well as high renewal, and referral rates.
• Attend trade shows and events once or twice a year in Canada and the United States, where you’ll meet existing and potential customers.

Key Internal relationships

• Reporting to the Managing Director, AMER
• Dotted-line relationship with Key Accounts Program Director to adopt new processes and define the local strategy. 
• Cross-function work with the Head of Customer Experience and Marketing, Sales, and Product teams
  

Qualifications

Skill Sets/Core Competencies:

• Proficiency with various Computer Software Systems, Such as; Zapier, Slack, Zoom, Loom, Vitally (or other Customer Success Platforms), Google Work, Atlassian, Intercom and reporting tools such as Looker.
• Good written and oral communication skills for creating professional documents and presentations and for sharing knowledge, and facilitating effective discussions within team and cross-functional settings.
• Data-driven decision-making: Combines analytical skills and financial acumen to interpret data and make informed decisions that align with company objectives and customer needs.
• Strategic Leadership: Guide the team with a clear vision, providing regular feedback, and fostering a culture of collaboration and continuous improvement.
  

Additional Information

Why join us:

• Founder led, global SaaS organization, in hyper growth mode and scaling fast 
• We work without ego in a collaborative, open and transparent work culture
• Competitive salary and employee stock options from day 1
• 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to take care of yourself and/or loved ones
• Annual education allowance to support your professional growth
• Curious and smart coworkers who won’t back down from a challenge
• Employee recognition program
• Quarterly wellness allowance to spend on your wellness and what this means to you
• Paid subscription to Headspace and LifeWorks EAP & Wellbeing Platform 
• Flexible working supported by work from office reimbursement and mobile allowance to allow you to set yourself up safely to work from home
• Personal tax return assistance - after all, we are in the accounting business!
• Paid parental leave 
• An extra paid day off to celebrate your birthday, alongside volunteering leaves 
• Monthly social events

Please consider applying, even if you don’t tick all the boxes. Research has shown that candidates from underrepresented minority groups often only apply for roles where they meet all the detailed criteria. Experience comes in many forms, and skills are transferable. We are committed to adding diverse perspectives to our teams and encourage everyone to apply if interested.

Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Ignition is proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit, we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact