Account Manager

Orium is seeking a dynamic and experienced Account Manager to join our team. In this role you’ll work closely with customers to transform ideas and opportunities into successful project engagements. You're a people person who thrives on building relationships and trust, and you love working with customers. With experience in digital, e-commerce, and professional services agencies, you understand the complexity of scoping and delivering project work. You possess a deep understanding of software design and development for various user interfaces, including retail e-commerce, D2C, B2B, and workplace tools. Your broad knowledge allows you to advise effectively on software and technology while leading strategic programs with multiple stakeholders and multi-year timelines.

Responsibilities

• Working collaboratively with the account services team, you'll shepherd opportunities through our sales process, including pitch and SOW development
• Develop and maintain comprehensive account plans, driving growth and building cross-departmental relationships by negotiating renewals, expanding our reach, and presenting new ideas to customers
• Support new business development within existing customers
• Manage existing accounts, account plans, and serving as a point of first contact for your clients within Orium  
• Maintain strong working relationships with delivery teams, to support engagements according to the scope and with a high degree of quality
• Attend and participate in meetups, conferences, and other industry events
• Review delivery teams’ implementation to ensure alignment to vision, goals, and that the solution is meeting the identified customer success criteria / KPIs
• Help lead roadmap planning, various design and strategic workshops, quarterly business reviews, and project check-ins as a trusted advisor to the client
• Able to travel to meet customers and partners across the Americas (global travel may be required but few and far between, if so)

Skills and Qualifications

• 5+ years experience in account management, customer success, sales or business development
• 3+ years experience working in a professional services customer-facing role; must be comfortable communicating with clients
• Proven experience managing accounts with projects or offerings across websites, e-commerce experiences, or other design/development opportunities  
• Knowledge of the digital commerce landscape and an understanding of the emerging technology ecosystem, including Composable Commerce, modular DXP, customer data platforms, and journey orchestration
• Comfortable juggling many responsibilities at one time and playing different roles on the team and in projects if necessary
• Strong presentation skills to showcase learnings and recommendations to executive stakeholders and gain their buy-in
• Experience in aligning teams and bringing together several stakeholders through collaborative work
• Excellent communication and time management skills
• Prior experience with Google Analytics and/or Adobe Analytics; GAIQ certification is an asset.
• Experience working with conversion rate optimization (CRO) and/or A/B and Multivariate
• Professional working fluency in Spanish is a bonus; however, is not required 

Is this Role a Fit for You?

The role emphasizes team collaboration, user-centred thinking and business acumen, as well as strong account and relationship management. We value leaders with a maker's attitude, collaborative energy, and entrepreneurial spirit. You’ll find fulfillment in the role if… 

• You are passionate about client engagement. You can't sleep properly if we might miss a commitment, or even an opportunity to delight those we serve. You appreciate that these relationships create the ability to collaboratively define the product strategy for our upcoming client projects.
• You have an interest in making the business work. You’re an entrepreneur at heart. You see your craft as a tool that can solve business challenges, not merely an artistic craft. You’re willing to wear different hats to will move the business forward.
• Delight in making things. You thrill at the concept of helping teams deliver a concrete product, not merely a strategy or concept. You have an eye for detail and know-how to get the highest performance out of creative types. You’ve got a solid handle on your technical domain.
• Find passion in learning new things. You relish every opportunity to move things forward with your can-do attitude and you eagerly share your entrepreneurial spark. You like depth, but if you only have time to skim the surface, you can get up to speed quickly and think critically about what you’ve learned.
• Thoroughly enjoy collaborative work and servant leadership. You enjoy knowledge sharing in all directions and you geek out at the chance to improve skills across disciplines for you and your teammates. You genuinely care about what makes people tick, and you’re committed to helping others succeed by putting the team’s needs first.

Benefits and Perks

• Enjoy a flexible schedule of full-time hours. As a remote-first organization, we care about the work you do, but it’s up to you to choose where and how you do it. 
• Explore ongoing opportunities for professional development: training, conferences, certifications, and in-house peer mentorship. 
• Experiment with new techniques, wear multiple hats and learn about new disciplines. 
• Pursue independent projects, explore new ideas, and challenge yourself in your field with dedicated “Awesome time” (self-directed professional development) annually and quarterly training budgets. 
• On top of standard medical and dental coverage, we offer benefits like a parental leave top-up plan, an EAP, mental health coverage, virtual healthcare and a minimum vacation policy. 
• Our Toronto HQ is a modern, ergonomic space complete with hotelling standing/sitting desks available and an open-concept social atmosphere. 
• Additional perks are available including in-house mindfulness sessions, an employee stock option plan, remote group get-togethers, and more!
• The Canada On Target Earnings range for this role is $140,000 - $155,000 CAD. This range is dependent on your experience and is made up of both base pay and variable pay. This pay range is not inclusive of any benefits or equity that might exist in your total compensation package.

Performance and Growth Expectations

We emphasize accountability for outcomes, but autonomy in activities. Your work will be measured across a number of data points (peer, leader & project team feedback) and will also be measured on the basis of client and user satisfaction. Your growth path is in your hands— you’ll have ongoing meetings with your leader to help determine your path, but your progress will be based on what you hope to achieve and how you choose to access the resources available to you.

About Orium

Orium is the leading consultancy and systems integrator in the Americas. We have over a decade of experience in digital programs, working closely with best-in-class technology partners to bring modern commerce experiences to life as a member of the MACH Alliance.

We’re a remote-first company of over 250 globally-distributed employees. A certified BCorp for over a decade, we’re based in Toronto with a global studio presence, drawing from a range of talents and perspectives to bring together data, systems thinking, and curiosity to build next-generation experiences. We’re building deep capabilities in data-driven design, AI implementation, and personalization while forming strong partnerships with leaders in machine learning, hardware development, and IoT platforms.

In June 2024, we acquired the Mexico-based e-commerce agency, Gluo.

Committed to an Inclusive Workplace

We are committed to fostering an inclusive and accessible environment as we build a workforce that reflects the diversity of the community in which we live, including those with disabilities. We are dedicated to providing accommodations in all parts of the hiring process in accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. If you require any accommodation, we will work with you to meet your needs.

Committed to Social and Environmental Stewardship

Orium is committed to promoting and working towards a more socially and environmentally sustainable future. All employees are expected to make decisions and take actions in relation to their role and work that follow through on this commitment.

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