Senior Account Manager, Higher Education
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Job Description
Account Manager responsible for managing renewals and growth at D2L, a cloud company transforming education. Ensures long-term customer success by aligning solutions with business goals and metrics.
Responsibilities:
- Own the end-to-end renewal process for assigned accounts, ensuring timely execution and alignment with contractual terms.
- Proactively engage customers well before renewal dates to reinforce value delivered and address any concerns.
- Collaborate with internal teams to ensure smooth contract negotiations and compliance.
- Identify upsell and cross-sell opportunities within existing accounts by understanding customer goals and unmet needs.
- Partner with Customer Success and Product teams to position additional solutions that drive measurable business outcomes.
- Develop proposals and close expansion deals that contribute to overall revenue growth.
- Build and maintain strong relationships with key decision-makers and influencers across multiple levels of the client organization.
- Create and execute engagement plans that include regular executive touchpoints and strategic discussions.
- Ensure every client attends at least one in-person client event annually to strengthen partnerships and foster collaboration.
- Lead structured QBR sessions focused on demonstrating business value, reviewing success metrics, and aligning on future outcomes.
- Prepare data-driven presentations that highlight ROI, adoption trends, and progress toward agreed objectives.
- Document and track action items from QBRs to ensure accountability and follow-through.
- Develop comprehensive account plans that outline customer objectives, jobs to be done, and problems to solve.
- Align internal resources to support the customer’s success metrics and long-term strategic goals.
- Continuously update account strategies based on evolving customer needs and market conditions.
- Maintain accurate churn forecasts by monitoring account health, engagement levels, and risk indicators.
- Use data and insights to predict potential churn and implement proactive retention strategies.
- Report churn risk and mitigation plans to leadership on a regular cadence.
- Identify and assess risks that could impact customer satisfaction, retention, or revenue.
- Develop and execute risk mitigation plans, escalating issues when necessary.
- Act as the primary point of contact for resolving critical account challenges quickly and effectively.
Requirements:
- 5+ years of account management experience in a SaaS environment
- Proven ability to manage a large book of business with multiple accounts and a track record of successful achievement of assigned quotas.
- Experience with enterprise-level web-based applications.
- Ability to develop and execute account strategies aligned with customer goals and business outcomes.
- Strong understanding of revenue drivers, renewal processes, and expansion opportunities.
- Skilled in building multi-threaded relationships, including executive-level engagement.
- Exceptional verbal and written communication skills to lead QBRs and influence stakeholders.
- Proficiency in forecasting, risk assessment, and interpreting success metrics.
- Deep commitment to understanding customer needs and delivering measurable value.
- Ability to manage multiple priorities, deadlines, and stakeholders effectively.
- Skilled at identifying challenges and creating actionable solutions to achieve customer success.
Benefits:
- Impactful work transforming the way the world learns
- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
- 2 Paid Days off for Catch the Wave related activities like exams or final assignments
- Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
- Retirement planning
- 2 Paid Volunteer Days
- Competitive Benefits Package
- Home Internet Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.
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