Account Manager – Client Success (North America)

Do you love sports, physical activity, and recreation? Are you passionate about helping customers achieve their goals? Are you passionate about leveraging data to drive decision making and achieve goals? An exciting opportunity to drive the adoption of the ActiveXchange platform throughout the sport, physical activity, and recreation industry and impact the active and healthy lives of millions of people across the globe. Read on!

The Company
We are ActiveXchange, a multi award-winning, passionate, and rapidly expanding data technology company serving the Sport, Physical Activity, and Recreation industry across Canada, USA, UK, Australia and New Zealand. We support recreation facilities, provincial and national sports, municipalities, and other organizations as they use data & business intelligence to make evidence-based decisions to grow active and healthy lives of communities all over the globe. The ActiveXchange Network securely brings data together on millions of participants and members every day to help organizations to make more informed and connected planning, funding, and operational decisions. ActiveXchange builds networks of relevant data, enabling our Data Science team to generate powerful predictive models, often using machine learning (AI). Our clients also have access to a growing list of bolt-on optional modules, including hosting Canada’s National Infrastructure Database (partnership with the Canadian Parks and Recreation Association).

Find out more at www.activexchange.ca

The Role
We are on the hunt for a customer-centric Account Manager – Client Success lead to join our growing team in North America. Reporting to the GM – North America and Head of Client Success, this is a full-time, remote-first, critical role managing our key accounts in sports, recreation, and leisure across North America. While initially the role will focus on existing client accounts, onboarding, and account renewals; opportunities to expand into new business development and account leadership are expected. The Account Manager – Client Success will work closely with a cross-functional team including Product, Data, and Marketing to develop, implement, and communicate the “voice of the client” in an understandable way, and understand the impact of application in sports, recreation, and leisure across our global network of clients.

● Capitalize on your strong industry background in sports or recreation operations and experience with business intelligence/technology to act as a trusted advisor for our clients and enable a collaborative approach to aid their success.
● Shape an industry approach and empower data application to positively influence people being more active, more often.
● Manage continual improvement and optimization of the end-to-end account management program.
● Be part of an industry leading, collaborative team who share knowledge and help each other succeed.
● Flexibility to work from home anywhere within Canada or the USA – some travel is required.

You will:
1. Oversee a portfolio of ActiveXchange’s clients across North America to deliver a seamless onboarding, engagement, and renewal experience / program.
2. Align internal and external stakeholders on client’s goals and objectives, track and report on progress, and enable client value through our platform.
3. Continuously maintain a deep understanding of our products and solutions to be a subject matter expert for our clients, including demonstrations and presentations.
4. Capture client feedback to inform our product roadmap, as well as improve advocacy and experience.
5. Manage extensions and renewals of assigned accounts, leveraging cross-sell and up-sell opportunities.
6. Identify strategic and business growth opportunities within your assigned client base.
7. Work closely with other functions such as Product, Data and Analytics, and Marketing to ensure a smooth journey for our clients during all stages of their lifecycle.

Qualifications
1. Operations experience within sport, leisure, or recreation is preferred.
2. Experience working in similar roles or having serviced SaaS solutions for clients is an asset.
3. Commercially minded, with a strong focus on client needs at the core of their success.
4. Demonstrable experience in driving clients towards advocacy.
5. Data literate with the ability to understand and educate customers on the impact of business intelligence on the client journey and value of actionable insights.
6. Bachelor’s degree or higher in Business, Sport Management or equivalent experience is a plus.
7. Excellent at cultivating and leveraging strong business relationships, both internally and externally. Experience working in a global multinational context is a plus.
8. Experience working with Salesforce, ClickUp, Slack, and Google Productivity suite or similar CRM, PM, and productivity systems.
9. Professional fluency in English (speaking, reading, writing). Must convey information clearly and concisely, while demonstrating the ability to understand the same. Same in French is a plus.

Our ideal candidate
1. Self-motivated and reliable, with great attention to detail (pursuit of excellence).
2. Is a ‘Team Player’ – believes individual success is only achieved through team success.
3. Manages their time exceptionally well and is able to deliver work independently. Able to set and communicate a plan and demonstrable ability to then execute and deliver on this commitment.
4. Personal interest in keeping up to date with new / relevant sports and recreation market trends, data and technology innovations.
5. Confident and willing to draw on your own experiences. Speaks up when discussing solutions and propose alternative options. (There are no right answers to wrong questions – challenge the status quo!).
6. Highly logical with strong demonstration of critical thinking and analytical approach to problem solving. General understanding of mathematical and statistical methods and modelling techniques.
7. Flexible, able to manage personal work schedule and expectations to accommodate regular coordination with international offices and events. Some occasional late evening, early morning, and weekend work may be required to accommodate international time zones.
8. Preference may be given to strong candidates located in a major Canadian city or near a target prospective customer base.
9. Preference may be given to strong candidates located in a major Canadian city.

Salary Range & Benefits
$60-$80k CAD + performance incentive as % of ARR under management,
Health/Dental/Life Stipend, Fitness/Wellness Stipend, and more.

Candidates will be shortlisted and interviewed as applications are received, until the position is filled.
Target Start Date: June 2024.

Ready to Apply?
Apply via LinkedIn or reach out to Chris Patterson, Head of Product & GM – North America at
chris@activexchange.ca.