Note: The job is a remote job and is open to candidates in USA. illumin is transforming the advertising landscape through its innovative platform that integrates journey planning, execution, and reporting. The Account Manager will serve as a strategic advisor, building relationships with clients and ensuring they maximize the platform’s potential while driving retention and growth through proactive account management.
Responsibilities
- Deliver a stellar onboarding experience. You will lead the onboarding process for customers, ensuring a smooth transition and focusing on product adoption and customer satisfaction. As the lead point of contact post-activation, you will guide customers through account management, providing them with the support they need for successful product utilization. You will act as a trusted advisor to clients, recommending solutions, channels, and strategies aligned with their business objectives while helping them maximize the value of the illumin platform
- Champion the customer experience. You will ensure the timely and successful delivery of services, working closely with clients to understand their needs and objectives. Acting as their advocate, you will address concerns, resolve escalations professionally, and collaborate with internal stakeholders to mitigate risks and reduce churn. You will proactively monitor account health and customer engagement, developing retention and mitigation strategies that strengthen long-term partnerships and improve customer satisfaction
- Drive retention and growth. With a deep understanding of illumin’s products, services, and industry trends, you will identify opportunities to expand advertiser adoption, increase channel utilization, and deepen platform engagement. You will lead strategic business reviews and performance discussions focused on delivering measurable business impact and long-term partnership value
- Leverage insights for continuous improvement. You will collect and analyze consumer behaviour data to stay ahead of evolving needs and resolve issues efficiently. You will track key account metrics, prepare reports, and communicate the progress of monthly and quarterly initiatives to both internal and external stakeholders. You will represent the voice of the customer internally by providing feedback that supports product improvements, service enhancements, and process optimization
Skills
- Proven track record in roles such as Account Manager, Key Account Manager, or Customer Success
- Skilled at upselling, cross-selling, and identifying growth opportunities within accounts
- Comfortable owning the retention and growth strategy for accounts while balancing multiple priorities
- Ability to review and assess what's working—and what's not—within accounts
- Comfortable saying no when necessary and offering alternative solutions
- Proactively identify risks, opportunities, and trends that support customer retention, growth, and platform adoption
- Experience with trends and industry standards in areas like Programmatic, SaaS, and media channels
- Ability to grasp complex technical details and translate them into valuable insights for clients
- Experience partnering with operational, technical, product, finance, sales, and customer-facing teams
- Proficient with CRM tools such as Salesforce, HubSpot, or Zoho CRM
- Skilled in using MS Office, particularly Excel, to manage data and track performance
- Ability to quickly adapt to new tools and technologies
- Excellent presentation and influencing skills with key stakeholders, including executive and C-level leadership
- Ability to adapt messaging to different audiences and position technical requirements as business needs
- Driven by delivering client-focused solutions that increase engagement, adoption, and expansion
- Strong verbal and written communication skills
- Ability to balance multiple projects while maintaining attention to detail
Benefits
- Bonus
- Flexible work environment
- Meal credit for your in-office days
- Free massage with an RMT in-house every eight weeks
- Comprehensive benefits, which include life, AD&D, long-term disability insurance, and coverage for prescriptions, dental, vision, mental health, and professional health services
- Access to a workplace advisor
- The Vitality Wellness app
- $300 annual healthcare spending account
Company Overview