Account Manager
About You
You are looking for a full-time, remote position, that’s ideally long-term. You love dealing with customers and are comfortable talking on the phone or using Zoom to communicate. You are an expert in crafting well-written emails and have a strong command of the English language, especially with grammar and spelling. You are exceptionally detail-oriented and love following a systematic approach to things. You are comfortable working with online software programs and love making sure data in a CRM system is accurate.
About Us
Vitrium has a small, but very close-knit group of people who work remotely out of 3 main hubs: Vancouver, Bournemouth, UK and Prague, Czech Republic. We put ‘Family First’ which is one of our core values. We’re an easy-going, affable, and authentic group of individuals who work hard, work as a team, and are accountable to our goals and objectives. We also like to have fun, whether it’s through virtual team building exercises, team outings, or the occasional chit chat and banter on our Skype groups!
Our company has shifted to 100% remote working but will occasionally require in-person meetings in our Vancouver office hub (about 2-3x per year), so we’re looking for someone who is based in the Greater Vancouver area and is legally entitled to work in Canada.
Key Responsibilities:
- Renewing customers’ software subscriptions
- Identifying upsell and cross-sell opportunities with accounts (additional users, storage, new features, etc.)
- Educating customers about new features or improvements made in the software
- Checking in with new customers throughout their first year to ensure they are satisfied with the software and support from our team
- Managing customer expectations if or when an issue arises that goes beyond what our customer support team can handle
- Handling objections to cancellations and seeking ways to retain a customer
- Identifying happy or satisfied customers to write a review for Vitrium or do a case study with us
- Tracking all customer activity and managing renewal opportunities in the company’s CRM system, HubSpot
- Reviewing the company’s CRM system to ensure all relevant fields and information are entered appropriately
- Running monthly reports in HubSpot and reporting progress to the CEO
- Contributing ideas to the marketing team about programs to support customer engagement
Required Qualifications & Skills:
- Min. 2-4 years’ work experience in sales, marketing, or administrative roles (preference will be given to candidates with strong business writing skills)
- Degree or diploma in sales, marketing, business, or office administration
- Exceptional organization skills with keen eye for detail and precision
- Excellent communication skills, both written and verbal
- Proficient working with technology and cloud-based software
- Experiencing working with Microsoft Office suite (Word, Excel, PowerPoint) or equivalent
- Ability to multi-task and work under tight timelines and deadlines
- A committed and self-motivated individual who can work independently and take initiative
- A team player who can take direction and collaborate with others
Desired Qualifications & Skills:
- Experience working with online / virtual meeting platforms like Zoom, Teams, etc.
- Experience working with publishing programs such as Adobe Acrobat, InDesign, or Illustrator
- Experience working with video screensharing tools such as Camtasia, SnagIt, Premier Pro, etc.
What Vitrium can offer you:
- Competitive base salary + annual bonus incentive
- Paid vacation based upon years of experience
- Annual education allowance
- Extended health and dental plan
- Group RRSP program & company matching
- Remote working with company-supplied computer & accessories
- Family-friendly environment and flexible working schedule
If you like what you’ve read and the role sounds like a perfect match for you, please submit a cover letter along with your résumé and tell us why you think you’re the right fit!
"I was heard and trusted from day 1. Vitrium is a company that offers you diverse professional experience. They allow you to wear multiple hats and empower you with the freedom to make decisions. I have been fortunate to be surrounded by great individuals who are generous in sharing their knowledge."
Join Vitrium
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