Account and Relationship Manager - Canada

Accepting Applications until December 1st, 2024.

Full-time, permanent position based in Canada (remote). 

Salary: $105,000 - $120,000 CAD (depending on experience) plus profit share. 

Industry:  Education and Software, focus on medical and allied health

In this role, you will be responsible for effectively building and maintaining key relationships across several customers. You will lead and take operational ownership of customer relationships while collaborating with the customer delivery specialists you will work closely with as a part of the customer success team.

Objectives and responsibilities:

You will work with the customer to understand their organization and it’s current and future needs to enable the following objectives:

• Customer Retention: Retain existing customers by promptly addressing their needs and resolving issues.
• Customer Satisfaction and Success: Ensure customers achieve their goals with the risr/ platform, maximizing value, fostering loyalty and building key relationships.
• Upselling and Cross-selling: Identify opportunities to offer additional features, services, and products to increase revenue and traction.
• Minimize customer loss: Monitor customer engagement to prevent cancellations/ensure renewals proactively.
• Relationship Building: Develop trust-based relationships with key stakeholders for long-term partnerships.
• Renewal Management: Oversee contract renewals to ensure timely continuation and discuss necessary adjustments.
• Account Expansion: Encourage broader product adoption within customer organizations.
• Feedback Collection: Gather customer insights to inform product improvements and new features.
• Cross-functional Collaboration: Work with sales, customer success, and product teams to align offerings with customer needs.
• Billing/Invoicing: Work in conjunction with Customer Delivery Specialists and finance team to ensure products/services are delivered successfully and invoiced on time. 
• Reporting and Analysis: Provide internal updates on account health, customer satisfaction, and potential risks.
• Market and Product Expertise: Stay informed about industry trends and product updates to advise customers effectively.

• 5 years experience in account and relationship management at a company that provides SaaS solutions
• Technical-minded and solution-oriented 
• Excellent communication and Stakeholder management skills
• Ability to build a detailed understanding of assigned clients 
• Digital Transformation exposure utilising SaaS solutions and services
• Consultative and “same-side” solution selling and relationship management experience up to C-Level stakeholders

Who we are looking for

• Cultural Fit: The nature of our self-managed culture means that it’s not for everyone. Our cultural principles include having a proactive, can-do attitude that is both positive and enthusiastic, especially in the face of challenges.
• Technical skills: Aptitude to quickly understand the risr/ product and service range and translate customer challenges into value-based solutions.
• Problem-solving skills: Problem-solving skills are essential, capable of devising commercial, technical and creative solutions alongside team members.
• Communication skills: Effective communication and expectation setting with clear, concise, and consistent communication are huge parts of the role, both internally and externally.
• Time management: Prioritize tasks, set goals, and allocate time wisely to enhance productivity while remaining adaptable to unexpected events.
• Initiative: Being self-starting and demonstrating a proactive approach are critical when handling multiple customers.
• Team collaboration: routinely work with other team members such as sales/marketing, delivery and development to resolve customer challenges, feedback on market direction and successfully collaborate with team members and co-workers.

About us:

Our mission is to provide technology to enable every ambition.

Our platform enables doctors, dentists, nurses and other allied health workers to apply and pay for exams, be assessed effectively and advance through their training programmes so that they can ultimately provide high-quality patient care and promote people's health.

Our software and services help institutions, such as Awarding Bodies, Universities, and Postgraduate Specialty Medical Colleges, achieve digital transformation of assessment processes, such as written and practical exams and workplace-based assessments.

We are growing rapidly in international markets in Australia, Canada, Singapore, Ireland and beyond. For example, close to 100% of doctors in Canada are assessed using our products.

What you can expect at risr/

We keep things brutally simple, are natural collaborators, are hungry for innovation, and always do the right thing—even if it’s harder or requires us to go the extra mile.

We are rapidly growing globally at risr/ therefore, due to the nature of our work and having teams based in multiple time zones, there may occasionally be a requirement for the successful applicant to work outside of regular office hours in the evening or on the weekend. We are careful to ensure that team members are not required to do this regularly, and with our flexible working arrangements, our team can manage their regular working time around any out-of-hours work that may be required.

Our people enjoy a very high level of trust, autonomy, flexibility and transparency, including:

• Work from home and/or at a co-working space. 
• Freedom to choose your equipment and training as you see fit.
• Freedom from corporate bureaucracy, which slows people down and stops them from giving their best.
• Access to open-book finances: everyone in the company knows our income, outgoings, what we have in the bank and everyone’s salary.
• A generous salary, benefits package (including enhanced parental leave policies based on length of service) and participation in profit share.
• Generous Health and Wellbeing Allowance (approx. $2000 per annum).  
• risr/ pays for your internet 
• risr/ pays for mobile phone and contract 
• risr/ provides truly flexible working and autonomy 
• risr/ allows you to set your working routine to suit you based around your role and team 
• risr/ has no defined maximum holiday allowance - you are free to manage your own time
• Participation in risr/ profit share. 25% of the profits risr/ makes is split equally between the risr/ employees

If you feel like this is the role for you, please continue to fill out the application form. Please note that we want to hear from you as an individual when you are applying to work at risr/, and all content in your application should be original and your own.

Come and join us – we promise you won’t have worked for a company quite like it!

risr/ is an equal opportunities employer, and we do not exclude people on the grounds of sex, gender preference or reassignment, pregnancy, parental status, race, marital / relationship status, disability, age, religion, belief or sexual orientation.