Account Manager - Toronto

Role Overview

We are seeking an energetic and goal-driven Account Manager to join our team at Otter. In this role, you will be responsible for new customer acquisition, driving engagement, retention, and maximizing the monetization of a growing portfolio of 100+ active operator accounts. You’ll have the opportunity to work in a dynamic, fast-paced environment, supporting our customers in optimizing their experience and extracting maximum value from our products.

Key Responsibilities

• Customer Acquisition & Sales: Conduct high-quality outbound outreach to prospective customers from company-provided or self-sourced leads. Use value-based selling techniques to close deals and grow our customer base.
• Pipeline & Account Management: Build, manage, and track a robust customer pipeline in Salesforce, providing weekly reports on sales goals and performance. Achieve monthly sales targets for acquiring new customers.
• Customer Education & Activation: Onboard new customers, ensuring they understand the product's value and have the tools to maximize early lifecycle performance.
• Customer Retention & Engagement: Proactively manage a book of 100+ active customers, ensuring they consistently derive value from the product and maintain strong operational performance.
• Revenue Growth: Identify opportunities to upsell and expand accounts by introducing new products and features to high-performing customers.
• Product Feedback & Evolution: Capture customer feedback to improve product functionality and contribute to the continuous evolution of the product offering.
• Process & Analytics: Follow detailed internal processes to ensure success for customers. Use analytics tools (Google Sheets/Excel) to interpret data and drive customer success.
• Escalations & Advocacy: Handle customer escalations that could not be resolved by onboarding or support teams, advocating for the customer’s needs within the company.

Required Skills & Qualifications

• Education: Bachelor’s degree preferred, but not required.
• Experience: 0-3 years of relevant work experience. Previous experience in sales, customer success, or account management is a plus. Experience in the restaurant, food, SaaS, or tech industries is preferred.
• Competencies:
  • Hustle & Resilience: Ability to thrive in a fast-paced, goal-oriented environment.
  • Goal-Driven: A focus on meeting and exceeding sales targets and customer satisfaction metrics.
  • Customer-Obsessed: Passion for delivering value to customers and ensuring their success.
  • Analytically-Inclined: Comfortable working with data (Google Sheets/Excel) to track performance and drive insights.
  • Commercial Acumen: Understanding of business operations and how to drive value through customer relationships.
• Preferred Experience:
  • B2B sales, customer success, or account management in a fast-paced industry.
  • Familiarity with tools like Salesforce or similar CRM systems.
  • Experience with customer-facing data (basic spreadsheets or analytics) is a plus.