(Remote) Account Manager

A division of Harris, Silverblaze is seeking an Account Manager.

The Account Manager is responsible for the retention and account maintenance of the existing customer base, as well as revenue & customer satisfaction.

 The role will be responsible for Contract renewals, On-Site Customer Visits, maintaining annual maintenance cost increases, and growing existing sales opportunities with our install base.

   The candidate will be required to have a strong understanding of sales account management, as well as customer service and support.

Working closely with Silverblaze internal teams, as well as the affiliate businesses and their Account Managers/Peers, the successful candidate will be required to identify sales growth opportunities, manage quoting and pricing requirements, and support customer escalations.

The role will include a sales target exclusively focused on growing our existing customer base (IB).

This will include identifying upgrade opportunities, offering new products & modules.

The successful candidate expects to demonstrate the ability to be self-sufficient and to independently establish a regular cadence of engagement meetings, both in person and virtually.

 The position is salary-based, with performance-based incentives tied to revenue retention and growth targets.

Salary and compensation are dependent on prior experience and achievement of set quarterly and annual targets.

This remote role welcomes candidates anywhere in Canada and the US in the EST timezone.

Up to 75% travel is required in North America.

A valid passport/visa is required for the travel.

What your impact will be:

Customer Retention


* Manage contract renewals and annual price increases


* Manage and minimize customer attrition through proactive engagement and relationship management


* Serve as a trusted advisor to customers, ensuring satisfaction and long-term loyalty


* Proactively schedule all customers to have annual touchpoints, frequency of touch points based on revenue, customer satisfaction levels, and growth opportunities


* Speak with customers quarterly, travel to customer sites regularly and consistently with the goal of generating “Raving Fans”, grow a strong customer referral base, and create customer testimonials.


* Responsible for Onboarding new customers  (AM should be introduced at time of transition to support to ensure customers know who their ‘trusted advisor’ is and has contact information)


* Act as the primary liaison between customers and our internal teams; specifically, product, implementation, and support to ensure that feedback is shared internally


* Serve as primary escalation point for any customer issues or concerns

Customer Growth


* Generate a business plan along with Sales department to achieve and exceed Customer growth sales targets (IB)


* Identify install base opportunities to ensure strong customer growth, managing internal programs and campaigns, and act as the pr...