Account Manager at Freelancer.com in Vancouver, British Columbia, CA

We are looking for a dynamic and strategic Account Manager to lead onboarding, activation, and long-term success for our most valuable enterprise clients. In this role, you’ll be the face of Escrow.com to global businesses operating in complex, high-value environments—owning the client journey from onboarding through to ongoing relationship management and growth.

The ideal candidate is a natural relationship builder with strong business acumen, technical fluency, and a proactive, solution-oriented mindset.

Key Responsibilities

• Onboarding: Design and execute a structured onboarding and activation program tailored to each client’s technical and operational needs.
• Account Management: Proactively monitor and manage client accounts and transactions to ensure smooth platform adoption and utilization, mitigating risk, and promoting growth.
• Strategic Relationship Management: Build and nurture strong relationships with stakeholders across global markets and time zones.
• Client Education: Serve as a trusted advisor, educating clients on Escrow.com’s platform features, integrations, and best practices.
• Cross-functional Collaboration: Work closely with Sales, Product, Support, and Engineering teams to deliver a seamless customer experience.
• Growth & Expansion: Identify opportunities for upsell, cross-sell, and account expansion based on client needs and market trends.
• Feedback & Insights: Gather and relay client feedback to influence product development and improve enterprise offerings.

Required Qualifications

• 1–2 years of experience in Technical Account Management, Solutions Engineering, or Customer Success.
• Proven ability to manage highly custom onboarding programs for SMB/Mid-Market clients in complex environments.
• Exceptional relationship management and strategic consulting skills.
• Strong business acumen and the ability to align complex organizations around shared goals.
• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences.
• Demonstrated experience handling and managing high-touch books of business.
• Track record of meeting or exceeding growth and retention goals.
• Comfortable working in fast-paced, evolving environments.
• Familiarity with APIs, SaaS integrations, or technical products.

Nice to Have

• Experience in digital payments, SaaS, or Fintech.
• Familiarity with tools like Hubspot, Apollo.io, DeskPro, Google Suite, and transaction/financial software.
• Knowledge of financial systems, including KYC/AML compliance.
• Bachelor's degree in Business, Marketing, or a related field.

Success Criteria

• Partnership-First Mentality: You're committed to doing what’s best for the client and fostering long-term success.
• Resourceful & Proactive: You take initiative, solve complex challenges, and aren't afraid to roll up your sleeves.
• Curiosity-Driven: You ask thoughtful questions and perform deep discovery to understand and solve root issues.
• Growth Mindset: You face obstacles with optimism and a can-do attitude, always looking for the next opportunity.

Benefits:

• Competitive Salary with an On Target Earning of $90K per annum
• This won't be a cog-in-the-machine job; you will be joining a global FinTech company with a meritocratic culture with the ability to take ownership and fast track your career growth. Several of our Directors and VP-level managers started out in junior positions and have climbed up the career ladder to the top!
• Weekly Town Halls with the all important Q&A session with the CEO (you really can ask him anything)!
• Weekly end of week lunches with rotating local cuisine
• Hack-a-thons - Get hacking and programming in this quarterly company-wide event where teams create solutions to existing problems and win prizes. The 2-day event is filled with games, events, shows, food and more.
• Fun events (we once built a soccer stadium in the Sydney office with two tonnes of turf).

Just when you thought it couldn’t get any better:

• Change lives every day – Everything we do as part of our jobs contribute to improving the lives of our users on a global scale.
• Fast-track your career - We boast a meritocratic culture, renowned for hiring into senior roles from within and producing many business and product leaders in the FinTech industry.