Account Manager

Sales | Toronto, Ontario, Canada

Position Title

Account Manager

Reporting Manager’s Title

Director of Sales, Global Account Management

Department (please incl. Dept. code)


Culpepper Job Match #

SA16-05-201  Intermediate Inside Sales Rep (Software) (Formerly Job # 22137)


Main purpose of position:

  • Do you love the internet and all it has to offer?   Do you thrive in a fast paced, edgy environment requiring the natural ability to develop, maintain and strengthen business relationships?
  • We need a true “Account Manager” and “client advocate” to manage some of our strategic business relationships in North America.
  • This is an exceptional opportunity to be part of one of the largest global entities in wholesale reseller services.
  • You will be responsible for helping to grow business for some of the most important players in the Hosting, ISP, Telco and complimentary industries all around the world.
  • The right person will be responsible for post-sales contact with clients in order to facilitate a positive and productive long-term relationship. Communicates with customers with regards to any account problems and discusses customer concerns and suggestions. Focuses efforts on product feedback, enhancement, upgrades, and development. Reports suggestions to and develops solutions with sales, customer support, NOC, Operations and development team.
  • Ultimately, we want it all! A business person with strong relationship management, administrative, time management and sales skills (within a technology environment); that can also work well in a sales and Account Management environment. Those looking for a 9-5 job need not apply. This is a lifestyle and our ideal candidate will be immersed in the role.

Key position responsibilities / objectives:

% of Time

Description of task / duty


Relationship management – We are all about Relationships!


  • Successfully manage a list of clients so there are no competitive losses, erosion of business or surprise reseller defections
  • Gain in-depth understanding of customer business, develop solid industry knowledge and core product knowledge
  • Provide product feedback from external to internal customers
  • Collaborates with internal departments, as necessary, to expedite the resolution of post-sales customer issues/projects/initiatives, etc.
  • Manage the filing/processing and administrative requirements around contracts and CRM tool management
  • Management of customer/prospect email and phone queues


  • Investigate and troubleshoot customer service issues.
  • Facilitates the resolution of customer issues and ensures correct expectations are set with customer throughout the process (i.e. progress updates, resource management, etc.).


  • Focuses efforts on product feedback, enhancement, upgrades and development.


Grow the managed book of business


  • Increase product adoption within designated client base


  • Engage in strategic and tactical activities that will contribute to the incremental growth of customer business (gross margin to Tucows)
  • Regular ongoing communications of new releases, enhancements, promotions, launches etc.
  • Facilitate lead generation, track growth/progress while ensuring regular updates to Sales Director.
  • · Where necessary, support marketing efforts such as trade shows, exhibits, and other events.


Net New Business


  • Build, grow and manage a sales pipeline.
  • Facilitate lead generation, track growth/progress while ensuring regular updates to Sales Director.
  • Collaborate with Sales Supervisor and Account Managers to determine necessary strategic sales approaches.
  • Conduct, pre-sales calls and post sales follow up.
  • Set up and deliver sales presentations, product/service demonstrations, and other sales actions.
  • Coordinate customer training as necessary.
  • Engage in strategic and tactical activities that will contribute to the incremental growth of new business (gross margin to Tucows)


knowledge, skills & abilities (list specific experience and skills, number of years experience and unique abilities required for this job)

  • 3-5 years of Client Sales/Account Management experience in a technology environment.
  • Exceptional verbal and written communication skills
  • Passion for internet/hosting industry
  • Strong technical aptitude with ability to grasp/understand complex technology
  • Knowledge of and experience in Project management
  • Natural communicator with the ability to quickly develop rapport and maintain business relationships



Education(include Professional Certifications / Designations)

  • Post-secondary education or equivalent work experience


Special Requirements (list special requirements of position, i.e.: overtime hours, rotating or alternating shifts, on call duties, travel requirements)

  • Must be able to work Monday to Friday in a fast paced environment between the hours of 9:00 am – 5:00 pm.
  • Must be able to travel to the United States.
  • Must hold a valid driver’s license.