Account Manager

Account Manager Opportunity At ResQ

ResQ is an all-in-one facilities management platform built for fast-growing facilities and trades businesses. Thousands of service companies trust ResQ to streamline their repair and maintenance operations while enhancing profitability.

Our mission to "create economic empowerment for the service industry" drives everything we do. We are deeply committed to supporting local trades and facilities - the vital backbone of our communities. These unsung heroes pour years of grit, sweat, and sacrifice into building their companies, often facing significant challenges.

Many local service businesses face intense competition from larger corporations equipped with substantial resources and market advantages. ResQ is changing that by providing local businesses with intelligent, AI-powered tools that enable these businesses to operate more efficiently, intelligently, and profitably. We believe that when local service businesses succeed, entire communities thrive. That's why ResQ is dedicated to empowering the individuals who keep our world running smoothly. Keep reading to learn more about the problem we are solving for our customers!

Hello Future ResQer!

ResQ is looking for an Account Manager to join our team and help us take ResQ to the next level. This is an exciting opportunity that provides high-impact results. From a mission perspective, you will play a pivotal role by creating meaningful relationships with our customers and ensuring their overall satisfaction with our service.

We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most critical choices we'll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.

We thrive on being transparent, and we know that Account Management requires a particular interest and discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let's connect later!!)

Are you nodding your head with excitement at the idea of:

• Managing customer accounts and fostering relationships
• Onboarding new customers and providing customer product training
• Listening to your customers and gathering ongoing feedback
• Clear focus on growing your accounts, and retaining customers
• Being data and metrics-driven

What you will do:

As an Account Manager at ResQ, you will be a key player in ensuring the success and satisfaction of our valued customers (restaurant clients). You will be responsible for building strong relationships, understanding customer needs, and driving initiatives to enhance their overall experience and growth. Additionally, you'll be laser-focused on retention, and overall quality of experience. This role involves a combination of strategic thinking, customer advocacy, and effective communication.

• Account Management: Own and manage a portfolio of customer accounts, proactively identify and address customer concerns, monitor customer usage and engagement to identify growth opportunities, perform quarterly business reviews to understand customers' business objectives and challenges to identify opportunities for value delivery. Conduct regular needs assessments and check-ins with at-risk customers to ensure customer satisfaction improves over time. Develop and maintain strong, long-lasting relationships with key client stakeholders (from C-level to daily users, with a focus on increasing trust at the buyer-level - BBQ to Boardroom all the way!)
• Customer Product Training: Be an active participant in the Onboarding process; ensure customers are comfortable using our platform from Day 1. Provide ongoing training and escalated support to help customers effectively use our products/services.
• Customer Feedback: Gather customer feedback and insights to share with internal teams for continuous improvement. Address and resolve customer issues, escalating when necessary.
• Data Analysis: Utilize customer data and metrics to track performance and identify trends. Provide management with regular insights and updates on customer success KPIs.
• Cross Collaboration: Work closely with Sales, Marketing, Partner Success, Onboarding and Product teams to align customer success initiatives with broader company goals.

Who you are:

• Bachelor's degree in Business, Marketing, or a related field OR 5-8 years of related experience.
• Proven experience in a client-facing account management or sales role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to manage multiple customer accounts simultaneously.
• Customer-obsessed mindset with a passion for delivering exceptional customer experiences.
• Strong bias to action paired with robust organizational and time-management skills.
• Data-driven approach to decision-making.
• Familiarity with customer success tools and data platforms (Salesforce, Looker, etc).
• Adaptability and a willingness to learn in a fast-paced environment.

How you will do it:

• A self-starter: You wake up, form a plan, and get going!
• Practice Extreme Ownership - including exhibiting a bias for action, a deep desire to understand all parts of our business, including our customers, and partners; taking risks, adapting and learning till you succeed; a mindset to persevere!
• Be open to feedback; listen, learn, and iterate. We're all One Team!
• Live and breathe a customer-first mindset, one that cares deeply about the customer experience and sets new standards for service

What to expect as a candidate: While we are never perfect, we have aimed to build a process that fosters fairness and helps to minimize bias, this includes structured processes and interviews. Our goal is that everyone interviewed has a positive experience, regardless of the outcome.

We are a mission-driven team and have a big vision to revolutionize the service industry. While on that journey, we recognize that building a startup is very hard. Turning vision into reality in a fast-growing environment takes superhuman efforts and is often one of the most difficult, yet rewarding, things one can do.

We do our best to ensure transparency during all stages of the interview process but we realize it's a lot of information to take in at once so we wanted to centralize everything to make it easier for you to navigate through. We have created a Talent Notion page which will help you learn more about us during the recruitment process.

ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users. ResQ is an equal opportunity employer. We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law. ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process. Not Sure You Meet All the Requirements? We know the confidence gap can get in the way of meeting spectacular candidates, so please don't hesitate to apply — we'd love to hear from you!