Senior Manager, Account Management

at  ZayZoon

WHO WE ARE

At ZayZoon, we are on a mission to save ten million hardworking employees ten billion dollars. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness.
We offer a variety of financial wellness services like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees.
We are fully remote across Canada & the US. ZayZoon was also recognized for its growth in the 2023 Deloitte Technology Fast 500 and top-10 growth companies in Canada by CIX awards. Further, our recent funding extension has raised our Series B funding round to nearly $50 million USD.

The Senior Manager, Account Management will be instrumental in driving client satisfaction, retention, and growth. This role involves leading a team of client success professionals, crafting strategies to enhance client engagement, and building strong, lasting relationships with key stakeholders.

• Team Leadership: Lead, mentor, and coach a team of client success account managers to deliver exceptional service and support to our clients
• Client Engagement: Develop and implement strategies to proactively engage with clients, understand their needs, and provide solutions that drive value and satisfaction
• Retention and Growth: Collaborate with sales, marketing and product teams to identify opportunities for upselling, cross-selling, and expanding client relationships
• Customer Advocacy: Serve as the voice of the client within the success organization, advocating for their needs and driving initiatives to enhance their experience working closely with Success leadership
• Performance Tracking: Establish and own key performance metrics and goals for the client success team, regularly monitor performance, and implement strategies for improvement
• Feedback and Communication: Gather feedback from clients to identify areas for improvement and communicate insights to relevant teams to drive product enhancements and service improvements
• Process Optimization: Continuously evaluate and refine client success processes to streamline operations and enhance efficiency
• Risk Management: Proactively identify and address potential risks to client satisfaction and retention, taking preemptive measures to mitigate issues
• Collaboration: Foster strong cross-functional collaboration with sales, marketing, product, and support teams to ensure a cohesive and seamless client experience
• Market Insights: Lead and coach team on industry trends, competitive landscape, and market dynamics to inform client success strategies and initiatives