Bilingual Account Manager

Description:

We are hiring a Bilingual Account Manager (English / French) to join our team. You will play a critical role as a strategic advisor and primary point of contact, for our managed service and self-service clients throughout their client journey. You will build and nurture relationships with clients, develop an in-depth understanding of their business needs and propose highly effective solutions, demonstrations, and user training. You will present insights and make or apply recommendations to optimize their engagement with our platform. You will proactively monitor account health, campaign performance, and customer engagement to identify opportunities for retention, growth, increased adoption, and deeper platform utilization. You will collaborate across teams with sales, product, and engineers to gain and share knowledge about our customers’ evolving needs, our platform’s capabilities, and the speed at which we can deliver new features.
This is an existing remote role with the need to travel to the downtown Toronto office 2-3 times per year for get togethers and team mee

tings.
What's in it for you
Impact. You will join a newly transformed team redefining the AdTech industry by delivering a platform that clients actively seek and value. You will be an authentic relationship builder and strategic advisor, working closely with clients to ensure they maximize the platform’s potential and achieve the best results for their business. You want to be part of a flexible and inclusive culture where everyone works towards a shared goal of success. Your voice will be heard; your opinion will matter.
Professional development. You want to grow - your skills, your influence, your career. We push the limits to improve and to reach our full potential, individually and as a company. We are committed to building the strengths of our team and providing everyone with the tools and knowledge they need to do their best work. You will be supported by your manager and have access to one-on-one coaching with our Chief Empowerment Officer's team. Your next role here may include an Account Management Lead or a role in Sales, AdOps, Optimization, Strategy, or Product Marketing.
How you will make an impact:
Deliver a stellar onboarding experience. You will lead the onboarding process for customers, ensuring a smooth transition and focusing on product adoption and customer satisfaction. As the lead point of contact post-activation, you will guide customers through account management, providing them with the support they need for successful product utilization.Champion the customer experience. You will ensure the timely and successful delivery of services, working closely with clients to understand their needs and objectives. Acting as their advocate, you will address concerns, resolve escalations professionally, and collaborate with internal stakeholders to mitigate risks and re
duce churn.Drive retention and growth. With a deep understanding of illumin’s products, services, and industry trends, you will identify opportunities to expand advertiser adoption, increase channel utilization, and deepen platform 
engagement.Leverage insights for continuous improvement. You will collect and analyze consumer behaviour data to stay ahead of evolving needs and resolve issues efficiently. You will track key account metrics, prepare reports, and communicate the progress of monthly and quarterly initiatives to both internal and external stakeholders.
What you bring:
The account management expertise. You have a proven track record in roles such as Account Manager, Key Account Manager, or Customer Success, where you have built lasting relationships and consistently hit retention and expansion targets. You are skilled at upselling, cross-selling, and identifying growth opportunities within accounts by diving deep into their specific needs and recommending strateg
ic solutions.The analytical insight. You can review and assess what’s working—and what’s not—within accounts, using your understanding of the client’s business to offer tailored actionable recommendations. You are comfortable saying no when necessary offering alternative solutions that still drive cl
ient success.The industry knowledge. Ideally, you have experience with trends and industry standards in areas like Programmatic, SaaS, and media channels. You can grasp complex technical details and translate them into valuable, easily understood insights
 for clients.The cross-functional collaboration skills. You thrive in collaborative environments and have experience partnering with operational, technical, product, finance, sales, and customer-facing teams to deliver strong custo
mer outcomes.The technical proficiency. You are proficient with CRM tools such as Salesforce, HubSpot, or Zoho CRM and are skilled in using MS Office, particularly Excel, to manage data and track performance. You can quickly adapt to new tools and technologies to present solutions that align with cust
omer success.The communication skills. You excel in presenting and influencing key stakeholders, including executive and C-level leadership. You can adapt your messaging to different audiences, ask insightful questions, and position technical requirements as business needs, fostering trust and alignment with clients. You are fluently bilingual in English and French.A commitment to customer success. You are driven by delivering client-focused solutions that increase engagement, adoption, a