ImageX has an immediate opportunity for a talented Service Account Manager to join our team. We’re seeking someone with excellent client engagement and interpersonal skills, the ability to steer ongoing services work, and familiarity with the website development agency world.

At ImageX, you’ll work with great clients and a highly talented and agile team, in an environment where innovation and learning are prized and everyone’s voice is heard. Your colleagues are passionate about web development and advocates of delivery excellence.

This is a remote permanent full-time position with plenty of opportunities to grow with an industry-leading web development agency that values work/life balance.

About the Position:

The foundation of the Service Account Manager role is in looking after ImageX’s long-term clients. These clients look to the company for a variety of services, ranging from a few hours per month of enhancements to extensive quarterly cycles of content and functionality enhancements to their website.

About You:

To be successful in this role you’ll need to be a superior problem solver who’s resourceful, proactive and solution-oriented. You’ll need to have superior organizational abilities and excellent people and customer service skills. The ideal candidate is someone who can connect well with clients and team members while leveraging their project expertise and familiarity with the web and associated technologies. Being able to manage several service agreements concurrently without missing a beat (and a deadline!) is a requirement of this position.

As a Service Account Manager, you will:

• Manage a portfolio of long-term clients, scheduling and overseeing on-going enhancements to their web sites
• Builds relationships with key client team members, developing loyalty and satisfaction over the long-term (e.g. weekly touch points with client company’s Marketing Manager)
• Captures clients’ requests and requirements. Defines and allocates smaller tasks among the team, and scopes and evaluates larger pieces of work for potential future projects.
• Coordinates the workload of a team of assigned remote developers delivering on the clients’ technical upgrades and enhancements
• Schedules other specialists as required, e.g. for consulting on visual design, website content or the provision of training
• Handles project setup and administration with the company systems
• Oversees budget, schedule, scope, quality and customer service on the client engagements
• Assists Sales with up-selling of new or ongoing projects or services or periodic renewals
• Works with internal colleagues to contribute approaches to enhance or develop client services




Other opportunities – e.g. Project Management:

The Service Account Manager may also be able to contribute to shorter-term delivery projects arising from those client relationships, such as small, ground-up website implementation or enhancement projects. This is done following ImageX’s project process, employing an adapted Agile methodology, and diverse tools such as BaseCamp and Jira. Contributions may be in a project management, analyst or QA capacity, depending on the Service Account Manager’s skill-set.

As a Service Account Manager, you need:

• Exceptional communication and customer service skills
• Exceptional time management, organizational and delegation skills
• Strong sense of responsibility, initiative, prioritization, ability to meet deadlines
• The ability to juggle multiple clients and service agreements simultaneously
• The ability to motivate a team of creative technicians to do their best work
• Minimum of 2 years experience in client service, ideally a web development agency

Nice to have:

• Project management skills, including Agile methodology training and experience
• Strong understanding of the development of dynamic websites, user experience design principles and Content Management System technologies (preferably Drupal)
• Familiarity with web technologies, such as PHP/MySQL, JavaScript, CSS, and HTML
• Ability to understand technical as well as business requirements, and confidence in consulting with clients on topics such as best practices, long-term solutions or strategies to facilitate growth
• Leadership skills and business acumen with a desire to contribute to the continued growth and development of the company
• Active involvement in web design or technology communities while tracking new trends and opportunities that can be leveraged for clients

How to Apply:

Please apply through our online application form.

Inclusion at ImageX:

At ImageX we operate as a team, focused on holding space for and fostering a sense of inclusion for all members of our team! We have a deep respect for each individual's strengths, points of view, experiences, and barriers. We are committed to supporting our team members and working together to remove barriers wherever possible. 

We welcome you to come as you are, and rest easy knowing that your differences are what make you special. Regardless of who you love, what gods you worship - (or don’t!), the color of your skin, and whatever barriers you may face in life. We are here for all of it, as it is our differences that allow us to be a better team, one that allows us to think critically, drive innovation, and deliver better business results for our clients.

About ImageX:

Enterprise Drupal, Simply Delivered.

Our team is a distributed workforce with established teams in Canada, Ukraine, and Brazil. We put extra emphasis on enhancing the virtual relationships, but also work hard to create opportunities to have face-to-face co-working days and other get-togethers in each region whenever possible. Our goal is to exceed the expectations of both clients and our team – which means we value creativity, involvement, flexibility & being crazy in love with what we do.

ImageX is an award-winning enterprise Drupal agency that was founded in 2001. We’ve helped global brands including Apple, YMCA, and Trinity University architect complex technical solutions and create meaningful digital experiences through user experience, content strategy, visual design, and ongoing digital strategy.

Learn more about us at http://imagexmedia.com/about.