The Strategic Account Manager will be responsible for managing customer relationships and the lifecycle for Partnership customers, driving customer health and retention, gathering requirements, and collaborating with technical teams. This role requires strong communication skills, technical knowledge, and the ability to engage effectively with C-suite executives while promoting the Roomvo platform for holistic partner success.
At Leap Tools, we are building the world's most advanced solutions for the interior décor industry. With customers in 80+ countries, our clientele includes Fortune 500 companies such as Home Depot, local retailers such as Alexanian's, and everything in between. We have been recognized as one of the fastest-growing tech companies by Deloitte for multiple years in a row, and we are looking for ambitious challenge-seekers to fuel our momentum and help us create an iconic global tech company.
About our product
Our technology lets you see products in your own room before you buy. Imagine you want to redesign your home and have been searching for new tiles for your kitchen, or a new rug for your living room. You definitely want to make sure it will look good in your space. We enable that through cutting-edge computer vision technology, presented in an extraordinarily simple and accessible way. Try our rug demo now! Simply upload a picture of your room using your mobile phone, and slide the rug under your coffee table: https://www.roomvo.com/rugdemo...
What You'll Do
- Manage the customer lifecycle (i.e. regular Calls, QBRs, Marketing Support, Tradeshow Prep, and Renewals) and relationships for our Partnership customers
- Be responsible for relationship building and key metrics such as Customer Health, Retention, and Expansion
- Become a trusted advisor to our Partners so you can better understand their needs and help them achieve their goals
- Develop technical knowledge and a deep understanding of our Roomvo products and integrations, so you can ensure our product features are implemented in the best way possible for our Partners
- Drive requirements gathering meetings with our Partners, working closely with our Technical Projects, Product Team and Professional Services on proposing, analyzing and implementing sustainable and scalable technical solutions that are aligned with our best practices
- Serve as a key voice of our Partnership customers to our internal teams - including Product, Sales, Technical Projects and Leadership - and partner with other internal teams to drive best-in-class customer experiences
- Maintain impeccable records in our Customer Success & CRM software, as well as GitLab for technical project management and issue tracking
- Actively and routinely engage with your customers to assess their priorities, identify opportunities to further promote the Roomvo Platform and ensure the full potential of service is realized
- Work closely with our Partners to achieve holistic success for them and their Dealers, including driving kiosk sales, usage, and adoption
- Attend tradeshows & conventions hosted by our partners. Estimated 5 to 10 per year.
- Work with Partners to conduct regular product updates and removals for each partner and their individual dealers
- Proactively provide more assets and resources, such as a newsletter for each Partner on a quarterly basis to show progress on partnership goals
- Identify and leverage opportunities within our Partners and networks to find untapped expansion, and then act on that expansion opportunity.
- Handle customer objections, negotiate, and influence customer's behaviour to achieve desired outcomes and set proper expectations.
Requirements
- You have experience in a Customer Success or Account Management role
- Direct experience working with customers and managing a book of business
- Ability to understand and articulate technical concepts to a variety of audiences
- You can quickly learn and set up technically complex processes and tasks
- You are equally comfortable being detail-oriented, working alongside technical teams in the weeds, as well as zooming out on the big picture
- You are professional and comfortable engaging C-suite executives both virtually and in person
- You can manage priorities under tight deadlines (but you can control much of your own schedule)
- You are comfortable using Google Workspace (including spreadsheets, Google Docs) and Salesforce
- You have clear communication skills, both written and verbal
- Willingness to travel to attend tradeshows and conferences as required
- Experience in SaaS is a plus
- Bonus asset: Fluency in a second language
About our culture
- We're a remote-first company that encourages our employees to work from where they're most productive.
- We work in tight-knit teams to cultivate an ownership mentality.
- We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.
- We're hyper-focused on our achievements and our ability to execute our promises. We act with urgency.
- We value work-life balance by offering generous time off
- Work anywhere in the world for up to 3 months!
- We value families, by offering a parental leave program
- We offer a work-from-home stipend
- Your birthday (and our company's birthday) is a day off!
About our hiring process
Now: You upload your resume and complete a brief questionnaire.
Week 1: We arrange a video call with you to assess your abilities.
Week 2 or 3: You attend the second video interview soon after.
Week 3 or 4: You meet one of the founders.
Week 4 or 5: You receive an offer.
Take the Leap. Apply now.
Leap Tools Calgary, Alberta, CAN Office
Calgary, AB, Canada
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