Technical Account Manager - Resellers

Client Services Ottawa, Ontario


Position at J2 Cloud Services

Technical Account Manager - Resellers

The Technical Reseller Account Manager (TRAM) is a key member of a dynamic, performance-driven, proactive client services team. The position’s primary role will be responsible for managing both pre- and post-sales relationships with Campaigner® cloud-based service reseller prospects and customers.

The TRAM’s key responsibilities include owning the relationship with our key reseller clients, with a core focus on account retention, as well as navigating technical issues and providing ongoing education. The ideal candidate needs a strong technical aptitude and proven experience with managing the retention of assigned customer base. In addition, this position must build a strong and collaborative working relationship with sales to assist in identifying areas for existing account growth.  This role requires a consultative and analytical approach in order to gain an understanding of our clients’ goals to ensure product and service alignment.  The TRAM must have demonstrated ability to identify areas of risk within the account and escalate problems appropriately.  This role will be measured on their ability to retain and engage their book of business to ensure high levels of retention and optimal product utilization.

Role Responsibilities: 

          Nurture and develop strong relationships with customers through ongoing and proactive communication, and ensuring customer satisfaction.

          Identify key contacts, decision makers, and executives for each account and maintain proactive, consistent, communication to ensure satisfaction and demonstrate ROI.

          Identifying client issues, proposing solutions and escalating as appropriate to the point of resolution.

          Focus on understanding the resellers’ key customers and sectors, their business goals and

          objectives, providing expertise on how Campaigner® can be utilized to meet them.

          Develop a deep understanding of the Campaigner product and ensure that resellers are educated in order to instruct and support their users.

          Provide resellers with the knowledge and tools required to sell the platform effectively and in turn, increase their client base overall.

          Stay up to date with email marketing changes and product developments, communicating these to resellers, addressing the impact, and providing recommendations.

          Drive usage and adoption of Campaigner® products, services and solutions, driving customer satisfaction and making sure that resellers are making full use of available features and services, identifying growth and education opportunities.

          Actively monitor and mitigate risk amongst reseller accounts and proactively ensuring ROI is top of mind for your customers.

          Proactively monitor and report on reseller sub-account usage at a strategic level (such as number of logins, number of features being used in target sectors, renewal %, churn rate and relaying successes and challenges to internal teams) in order to provide on-going recommendations for further optimization.

Job Requirements and Experience:

          Minimum 3-5 year's experience in reseller account management within the B2B SaaS industry with a successful track record of high account retention.

          Experience in owning the customer relationship and partnering with your customers to achieve their goals and objectives.

          Solid technical background with proven ability to present complex information to individuals at all levels of an organization.

          Ability to partner and collaborate with the sales organization to identify areas for customer growth and expansion.

          Excellent communication and interpersonal skills with colleagues, customers and prospects at all levels of seniority.

          Be able to critically evaluate business objectives and provide recommendations to ensure improvements and results.

          Demonstrate evidence of analytical skills and ability to gather customer requirements.

          Knowledge of data structures and integrations preferred.

          Have the ability to manage multiple lifecycle projects simultaneously and prioritize accordingly

          Exhibit a confident, professional, and positive approach to all aspects of your work.

          Preferably hold knowledge of digital communications and email marketing industry and a willingness to continually learn.

          A “can-do” attitude, tenacity to see problems through to complete resolution, and a willingness to continue improving the way we serve our clients.

          Familiarity with HTML and CSS preferred