About this role
_*This role requires a candidate located in Ottawa, or close surrounding area*_
*About Us*
We're a rapidly growing technology services group (Cloud Metric, Telecom Metric, Server Cloud Canada), headquartered in Kingston, ON and delivering AI, cloud infrastructure, IT managed services, cybersecurity, and VoIP solutions to 200+ clients across Canada. We were founded on a simple principle: that companies win by putting the customer first, above everything else.
We work to help our customers navigate their challenges, partnering with them so they have the right technology for their business. Our promise is to always do what is right for our clients ? the highest levels of support, and sustainable, effective IT services and products fully aligned with their business needs.
We are in growth mode, and we're looking for talented people to help us deliver on that vision.
*About the Role*
If you are obsessed with delivering amazing customer service, and thrive on building relationships founded on integrity, transparency and trust, read on. We're looking for an Account Manager to own the client experience across a portfolio of Ottawa-area accounts ? from the first day of onboarding through to long-term partnership. This is a client-facing role first and foremost: you'll be based remotely in the Ottawa region, and you should expect to spend three or more days a week on site with your clients, because that is where relationships are genuinely built, with periodic visits to our Kingston head office.
*Why this role exists*
Ottawa is one of our fastest-growing markets, and clients there deserve an account manager who is close to them ? physically and commercially. This role is a key part of our growth and success planning. Over time, success means a portfolio where onboarding runs to plan, escalations are rare and well-handled, clients renew without hesitation, and service growth happens because it is genuinely right for the customer ? not because it was sold to them.
*Your Impact and Responsibilities*
_Onboarding & Project Management (30%)_
* Work alongside the technical team and other departments so that every new client's expectations are not just met but exceeded. * Plan each client's onboarding as a defined project, with clear timelines, checkpoints and end goals. * Deliver that plan to the client week by week, with regular, predictable communication updates. * Manage timelines and expectations throughout the onboarding, on site where it matters. * Proactively identify roadblocks ? and bring solutions, not just problems. * Create a 30 / 60 / 90 day initial success plan for every new client. * Capture and apply project lessons learned so the next onboarding is better than the last.
_Client Success & Retention (40%)_
* Be the welcoming, reliable point of contact for clients in your portfolio ? at the start, the middle and the end of the relationship. * Analyse account data proactively to drive better service delivery, rather than reacting to problems after the fact. * Act as the "voice of the customer" in every internal conversation, holding all departments accountable for putting the customer first. * Work with integrity at all times: hear client concerns, and build responses and solutions that let them operate in the best possible environment. * Set and run regular client connects to review performance data and opportunities. * Act as the point of escalation ? and of resolution ? for customer issues.
_Client Growth & Strategic Partnership (30%)_
* Act as a true partner to your clients, developing a deep understanding of their business, their hopes and their aspirations. * Ensure their services stay aligned with those goals, and that our actions help them get there. * Stay aware of the full range of services that could unlock the potential of technology in their business. * Identify service changes and improvements to present to the client, always grounded in a "what's best for the customer" mindset. * Balance customer need