Customer Account Manager

Here at Crisp, we value the strength in teamwork, and strongly believe that it’s the key to Crisp’s success. By bringing together bright, motivated creators, wherever they live and work, we are leveraging humanity’s diversity of experience and background in order to understand the challenges facing our food supply, and solve them together. Come join us, and help build the type of business you’d like to be a part of

We believe in transparency, diversity, merit and fostering a culture of empowerment, personal impact and career growth. The Customer Account Manager is responsible for driving client satisfaction and retention by fostering strong relationships, ensuring successful product adoption, and maximizing account value.

This is an evolving role, currently reporting directly to the VP of Customer Development with ample opportunity for growth if you play to your strengths. Whether you are coming from a startup or corporate background, you appreciate how much impact there is to be had in smaller organizations and you relish the ability to shape your own role and the future of the company.

What you’ll work on:
Client Relationship Management

• Client Communication: Effectively communicate with clients to gather requirements, provide updates, and address issues promptly.
• Client Meeting Facilitation: Lead and facilitate productive meetings with clients and internal team members to align on goals and deliverables.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders, including executives, decision-makers, and end-users.
• Project Management: Oversee client projects from initiation to completion, ensuring they are delivered on time and within scope.

Product Adoption and Training

• Client Onboarding: Guide new clients through the initial setup and integration process, ensuring a smooth and successful start.
• Client Training: Deliver comprehensive training sessions to clients on product features, functionalities, and best practices.
• Usage Analysis: Analyze user behavior data to identify trends, opportunities for improvement, and areas where additional support or training may be needed.

Account Management and Support

• Account Payment Admin: Manage account payments, invoicing, and renewals to ensure timely revenue recognition.
• Support Ticket Resolution: Respond to and resolve client support tickets efficiently and effectively.
• Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell additional products or services to existing clients.

User Research and Feedback

• User Interviews: Conduct user interviews to gather feedback, understand pain points, and identify areas for product improvement.
• Product Feedback: Collect and analyze client feedback to inform product development and enhancement decisions.

Signs of a great candidate for the role (required experiences, skills, capabilities, background, etc.)

• Technical Proficiency:
• Deep understanding of the product or service
• Data analysis skills
• Soft Skills:
• Effective communication (verbal and written)
• Strong interpersonal and relationship-building skills
• Problem-solving and decision-making abilities
• Time management and prioritization skills
• Adaptability and flexibility
• Active listening and empathy
• Client-Centric Approach:
• Builds strong relationships with clients
• Understands client needs and pain points
• Proactively addresses client concerns and issues
• Provides excellent customer service
• Product Expertise:
• Masters product knowledge and features
• Stays up-to-date on industry trends and best practices
• Identifies opportunities to improve product adoption and usage
• Project Management:
• Ability to oversee projects from initiation to completion
• Experience ensuring projects are delivered on time and within scope
• Effective Communication:
• Communicates clearly and concisely
• Listens actively to client feedback
• Provides timely (same-day) and informative updates
• Strong Organizational Skills:
• Prioritizes tasks effectively
• Manages time efficiently
• Pays attention to detail
• Maintains accurate records and documentation
• Collaborative Mindset:
• Works effectively with cross-functional teams
• Contributes to a positive team culture
• Shares knowledge and expertise with colleagues
• Continuous Learning:
• Seeks out opportunities for professional development
• Embraces feedback and uses it to improve performance

Signs of a great candidate for Crisp

• Collaborative. You know that your colleagues’ perspectives will make our customers successful. Similarly, you use your strengths to help us grow together. You propose ways for us to be more engaged and successful with our customers.
• Customer focused. Our customers are at the forefront of your day. You prioritize our customers’ voice to ensure their needs are met.
• Ambitious, curious, and resourceful. You are innately curious, and you aren’t afraid to work hard. You are self driven, you take direction well but are able to be creative to find results on your own when asked. You are driven to succeed because your hard work and results make you proud.
• Disciplined and reliable. We are a distributed company and you enjoy the benefits of working distributed while consistently delivering what you have committed to. When you hit a snag, you communicate and reset expectations early.
• Appreciative of honest feedback. You know that the best way to learn and grow is through constructive feedback delivered kindly. You view feedback given to you as an opportunity to get better and strive to do the same for others.
• Work smarter and harder. You often identify a problem, create a solution and bring it to a state of completion - with others, or even on your own. You find ways of eliminating or automating stuff that is uninteresting or wasteful.

We are building a team of people with a breadth of combined experiences so that we can collaboratively enable our customers to be successful. We’re looking for individuals that are capable, reliable, and hoping to grow along with us. Do you have strengths you can share? If so, we’d love to hear from you!

You must reside in and be eligible to work in Canada. While you may swing by our office in Aurora, Ontario from time to time, we do require that you have the capacity to work from home. We are embracing a hybrid model where coming into the office is optional.

Crisp is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age. As part of our commitment to accessibility for all persons with disabilities, we welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.