Account Manager, AdTech at illumin in Vancouver, British Columbia, CA

Who we are At illumin, we are transforming the advertising landscape. Our platform offers an integrated space for journey planning, execution, and reporting. It empowers marketers to connect with their audiences in powerful ways through real-time data and easy-to-use visual tools. By seamlessly combining media planning and buying in an intuitive interface, marketers can take complete control of their campaigns, meeting customers wherever they are in the buying journey and maximizing the impact of their ad spend through personalized insights for smarter decision-making. We are at a pivotal moment, evolving into a product-led company with a team of over 100 skilled professionals and new leadership guiding our path forward. By harnessing the power of data, advancing our AI capabilities, and deeply investing in our people, we are preparing for a future that will redefine what’s possible in journey advertising. Our work is guided by two beliefs: that the ability to execute is paramount to success and that we are only as good as our people. As we grow and transform, we are looking for team members (illumineers) who share our bias for speed, delivery over perfection, and an entrepreneurial mindset. Joining us now is a chance to be part of our transformation.  Who we need Reporting to a Manager, Account Management, we are hiring an Account Manager to join our team. You will play a critical role as a strategic advisor and primary point of contact, for our managed service and self-service clients throughout their client journey. You will build and nurture relationships with clients, develop an in-depth understanding of their business needs and propose highly effective solutions, demonstrations, and user training. You will present insights and make or apply recommendations to optimize their engagement with our platform. You will proactively monitor account health, campaign performance, and customer engagement to identify opportunities for retention, growth, increased adoption, and deeper platform utilization. You will collaborate across teams with sales, product, and engineers to gain and share knowledge about our customers’ evolving needs, our platform’s capabilities, and the speed at which we can deliver new features.   This is an existing full-time position operating within a remote work environment. What's in it for you Impact. You will join a newly transformed team redefining the AdTech industry by delivering a platform that clients actively seek and value. You will be an authentic relationship builder and strategic advisor, working closely with clients to ensure they maximize the platform’s potential and achieve the best results for their business. You want to be part of a flexible and inclusive culture where everyone works towards a shared goal of success. Your voice will be heard; your opinion will matter. Professional development. You want to grow - your skills, your influence, your career. We push the limits to improve and to reach our full potential, individually and as a company. We are committed to building the strengths of our team and providing everyone with the tools and knowledge they need to do their best work. You will be supported by your manager and have access to one-on-one coaching with our Chief Empowerment Officer's team. Your next role here may include an Account Management Lead or a role in Sales, AdOps, Optimization, Strategy, or Product Marketing. How you will make an impact: • Deliver a stellar onboarding experience. You will lead the onboarding process for customers, ensuring a smooth transition and focusing on product adoption and customer satisfaction. As the lead point of contact post-activation, you will guide customers through account management, providing them with the support they need for successful product utilization. You will act as a trusted advisor to clients, recommending solutions, channels, and strategies aligned with their business objectives while helping them maximize the value of the illumin platform. • Champion the customer experience. You will ensure the timely and successful delivery of services, working closely with clients to understand their needs and objectives. Acting as their advocate, you will address concerns, resolve escalations professionally, and collaborate with internal stakeholders to mitigate risks and reduce churn. You will proactively monitor account health and customer engagement, developing retention and mitigation strategies that strengthen long-term partnerships and improve customer satisfaction. • Drive retention and growth. With a deep understanding of illumin’s products, services, and industry trends, you will identify opportunities to expand advertiser adoption, increase channel utilization, and deepen platform engagement. You will lead strategic business reviews and performance discussions focused on delivering measurable business impact and long-term partnership value. • Leverage insights for continuous improvement. You will collect and analyze consumer behaviour data to stay ahead of evolving needs and resolve issues efficiently. You will track key account metrics, prepare reports, and communicate the progress of monthly and quarterly initiatives to both internal and external stakeholders. You will represent the voice of the customer internally by providing feedback that supports product improvements, service enhancements, and process optimization. What you bring: • The account management expertise. You have a proven track record in roles such as Account Manager, Key Account Manager, or Customer Success, where you have built lasting relationships and consistently hit retention and expansion targets. You are skilled at upselling, cross-selling, and identifying growth opportunities within accounts by diving deep into their specific needs and recommending strategic solutions. You are comfortable owning the retention and growth strategy for your accounts while balancing multiple priorities and client relationships simultaneously. • The analytical insight. You can review and assess what’s working—and what’s not—within accounts, using your understanding of the client’s business to offer tailored actionable recommendations. You are comfortable saying no when necessary offering alternative solutions that still drive client success. You proactively identify risks, opportunities, and trends that support customer retention, growth, and platform adoption. • The industry knowledge. Ideally, you have experience with trends and industry standards in areas like Programmatic, SaaS, and media channels. You can grasp complex technical details and translate them into valuable, easily understood insights for clients. • The cross-functional collaboration skills. You thrive in collaborative environments and have experience partnering with operational, technical, product, finance, sales, and customer-facing teams to deliver strong customer outcomes. You understand how to navigate cross-functional organizations to ensure alignment, execution, and client success. • The technical proficiency. You are proficient with CRM tools such as Salesforce, HubSpot, or Zoho CRM and are skilled in using MS Office, particularly Excel, to manage data and track performance. You can quickly adapt to new tools and technologies to present solutions that align with customer success. • The communication skills. You excel in presenting and influencing key stakeholders, including executive and C-level leadership. You can adapt your messaging to different audiences, ask insightful questions, and position technical requirements as business needs, fostering trust and alignment with clients.  • A commitment to customer success. You are driven by delivering client-focused solutions that increase engagement, adoption, and expansion. With your strong verbal and written communication skills, you can balance multiple projects while maintaining attention to detail, always prioritizing the customer’s objectives. Compensation and Benefits At illumin, we believe compensation should be transparent, fair, and reflective of both experience and impact. The salary range for this role is $70,000 - $100,000 plus bonus with total compensation between $90,000 - $130,000. Compensation is determined based on skills, experience, and the scope and complexity of the role. We value open conversations about compensation and are happy to discuss our approach at any stage of the hiring process. What else should you know about us? We are undergoing a transformative shift. We are embracing change and the opportunities that come with it, empowering every illumineer to innovate, experiment, and bring forward new ideas. Whether accessing new technology, restructuring workflows, or expanding your team, you will have full support if you can make the business case. We are a broad and diverse team, but we all share a passion for success, a drive to do more, and a love of creating connections. We hire for talent and commitment and provide the guidelines and guidance to elevate skills, knowledge, and abilities across all areas. This is a place where proven methods meet bold ideas, offering opportunities to grow personally and professionally.   To support a healthy work-life balance, we offer a flexible work environment, a meal credit for your in-office days, and a free massage with an RMT in-house every eight weeks. That is in addition to our comprehensive benefits, which include life, AD&D, long-term disability insurance, and coverage for prescriptions, dental, vision, mental health, and professional health services. You will also have access to a workplace advisor, the Vitality Wellness app, and a $300 annual healthcare spending account. If you want to seize the opportunity to impact a company and influence an industry, and you have 70% of what we are looking for, apply now. We can't promise an interview, but we will consider your whole application.  What you can expect from our interview process: • A virtual interview with a Talent Advisor will discuss your interest in the role and background. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview. • A virtual interview with both Managers of Account Management to share your experience and learn more about the opportunity. • A final in person interview with the VP Operations, to answer and ask any questions about the role, the team, and the company's growth strategy. illumin is firmly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, Indigenous People of North America and the world, persons with disabilities, 2SLGBTQIA+ persons, and those who may contribute to the further diversification of ideas.  We are committed to providing equitable opportunities in employment and to providing a workplace which is free from discrimination and harassment. We are equally committed to providing an inclusive and accessible workplace. If you require accommodations at any stage of the interview process, please email us at [email protected]. #LI-Hybrid #LI-DNI