Account Manager

📋 Description

• • Sangoma Technologies Corporation is at the forefront of modern business communications, providing essential, scalable, and reliable solutions that empower organizations to connect seamlessly, anytime, anywhere. Our comprehensive portfolio spans Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), Voice over Internet Protocol (VoIP), networking, security, and managed services. As pioneers in open-source and cloud communications, we blend deep technical expertise with a profound understanding of business needs, supporting a vast network of partners and customers globally.
• • We are seeking a highly strategic and customer-centric Account Manager to join our dynamic team, focusing on Channel & Customer Growth. This pivotal role involves nurturing and expanding relationships with our existing customer base and valued channel partners. You will act as a trusted advisor, dedicated to fostering exceptional customer satisfaction, ensuring high retention rates, and driving significant revenue growth by helping clients fully leverage the power and potential of Sangoma's cutting-edge communication solutions.
• • Your primary responsibility will be to cultivate and maintain robust, long-term relationships with existing customers. This involves understanding their evolving business needs, proactively addressing any concerns, and ensuring their continued success and satisfaction with Sangoma's offerings. By building trust and demonstrating consistent value, you will be instrumental in securing customer loyalty and minimizing churn.
• • A key aspect of this role is the identification and strategic execution of upsell and cross-sell opportunities. You will analyze customer accounts to pinpoint areas where additional Sangoma solutions can address unmet needs or enhance their existing operations, aligning these opportunities with their overarching business objectives and growth strategies.
• • Collaboration is central to success. You will work closely with our Sales, Marketing, and Channel teams to orchestrate a unified approach to account growth. This cross-functional partnership ensures a cohesive customer experience and maximizes opportunities for expansion and deeper engagement.
• • You will be responsible for leading regular account reviews and strategic planning sessions. These meetings will involve assessing current performance, discussing key metrics, identifying areas for improvement, and collaboratively developing strategies to further enhance customer value and drive mutual success.
• • Effective account management requires meticulous tracking and reporting. You will actively manage all account activities using our CRM tools, diligently tracking sales pipelines, customer engagement levels, and valuable customer feedback to inform strategic decisions and ensure data accuracy.
• • Your role extends to being a conduit for valuable insights. You will translate customer feedback and emerging market trends into actionable recommendations for our Product development and leadership teams, contributing to the continuous improvement of our solutions and go-to-market strategies.
• • You will provide crucial support to the Regional Channel Manager and our network of partners. This involves sharing vital customer needs, outlining growth strategies, and detailing expansion plans to ensure alignment and facilitate partner success in their respective territories.
• • Ultimately, you will serve as a key advocate for the customer within Sangoma, championing their needs and ensuring their voice is heard, while simultaneously balancing this advocacy with the imperative to achieve revenue growth and deliver strong business outcomes for the company.
• • Success in this role will be rigorously measured by a combination of key performance indicators (KPIs) focused on customer health, revenue expansion, and operational excellence. These include Net Revenue Retention (NRR), minimizing customer churn, maximizing Customer Satisfaction (CSAT/NPS) scores, maintaining a high cadence of account engagement and Quarterly Business Reviews (QBRs), driving significant expansion revenue through upsells and cross-sells, achieving high renewal rates and contract retention, increasing Average Revenue Per Account (ARPA), and cultivating a robust pipeline of qualified expansion opportunities. Furthermore, success will be evaluated on CRM accuracy, forecast discipline, the quality and coverage of account plans, the effectiveness of issue escalation and resolution, and seamless cross-functional collaboration with Sales, Channel, Product, and Support teams.