Account Manager (Technical/Client Services)

The Account Manager serves as the primary business contact for medium to large sized Registry clients. They own the operational relationship with Identity Digital’s clients and are responsible for overall client satisfaction.

The Account Manager is expected to consistently provide excellent customer service to accounts and represent client needs and goals within the organization to ensure quality. In addition, the Account Manager will build relationships with clients to encourage new and expanded business opportunities by promoting our services and new initiatives.

This position reports directly to the Sr. Director, Registry Support and Management.

What You'll Do

• Accountable for managing the operational relationship with the client including addressing client inquiries and ensuring all requests are fulfilled to the client’s satisfaction
• Writing business and technical requirement documents to meet business objectives and client requirements
• Meet identified client or project success metrics as defined by leadership
• Own all client communications, conflict resolution, and compliance on client deliverables
• Meet with the client on a weekly basis at a minimum, and documents and shares minutes after each meeting
• Prepare and obtain client sign-off on detailed requirements as needed to capture client needs clearly
• Review all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met
• Work with Product Management, Project Management, and other departments as needed to gather information to prepare guides and customer-facing communication.
• Ensure that client issues are dealt with in an efficient manner, informing management of any problems that may arise
• Work closely with the Technical Support and Product Strategy teams in order to maintain current knowledge of registry operator and registrar status in order to identify potential issues and/or opportunities related to the registry operator or registrar
• Ensure that all processes and procedures are completed, and quality standards are met. Communicates the client's goals and represents the client's interests to the project team. Provide regular two-way communication between the registry operator and Identity Digital, to provide strong team representation and set proper client expectations
• Understand of company capabilities and services, and effectively communicating all offerings to the client
• Communicates client activity to relevant Identity Digital stakeholders
• Provide regular input on all account activity, including status on a weekly basis
• Provide training, support and/or guidance to Associate Account Managers as needed
• Other duties as assigned

Key Performance Indicators

• Accurate and complete responses to client inquiries within 1 business day
• Registry Operator satisfaction score - Satisfied/Very Satisfied

Salary Range
The base salary range for this full-time position is CAD $57,000 - $72,500 plus additional benefits. In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan. Actual compensation will be influenced by a candidate’s qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.

A few things to know about us
Identity Digital is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.

Accommodation Statement
We are committed to the full inclusion of all qualified individuals. As part of this commitment, Identity Digital will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at [email protected].