[Hiring] Senior Account Manager @Convera

Role Description

The Senior Account Manager serves as a trusted advisor and strategic relationship manager for a portfolio of Canadian colleges, universities, and educational institutions. Acting as the primary point of contact, this role is responsible for driving customer success, increasing share of wallet, identifying growth opportunities, and ensuring exceptional service delivery.

The successful candidate will possess a deep understanding of the Canadian international education ecosystem, including institutions, recruitment partners, pathway providers, and education technology partners, and serve as an advocate for customers internally while representing the voice of the education sector across the organization.

This individual will collaborate closely with internal teams and external partners to deliver innovative solutions that enhance institutional effectiveness, student experiences, compliance, and operational outcomes.

Key Responsibilities

• Strategic Account Management
  • Manage and grow a portfolio of key education accounts across Canada, including universities, colleges, and other educational institutions.
  • Develop and maintain strong relationships across all levels of assigned institutions, from executive leaders and strategic decision-makers to operational stakeholders.
  • Conduct regular business reviews and strategic planning sessions with customers to understand evolving priorities.
  • Drive customer retention, satisfaction, and long-term partnership growth through proactive account management.
• Customer Advocacy & Relationship Management
  • Serve as the primary liaison between customers and internal departments.
  • Act as the voice of the Canadian education sector within the organization.
  • Ensure timely resolution of complex customer issues and escalations.
  • Advocate for customer needs and collaborate with internal stakeholders.
• Growth & Revenue Expansion
  • Identify, develop, and execute cross-sell and upsell opportunities.
  • Increase account penetration and share of wallet through strategic account planning.
  • Generate referrals, references, and introductions across campuses.
  • Support contract renewals, pricing discussions, and expansion opportunities.
• Partnership & Solution Development
  • Work closely with Partner Managers and affiliated service providers.
  • Identify opportunities where partner-delivered services can improve operational effectiveness.
  • Coordinate across internal and external stakeholders for successful implementation.
• Education Industry Expertise
  • Maintain a deep understanding of trends, challenges, regulations, and opportunities within the Canadian higher education sector.
  • Serve as a subject matter expert and trusted advisor to institutions.
  • Proactively identify opportunities to help institutions improve capacity and streamline processes.
  • Represent the education vertical internally and contribute insights.
• Operational Excellence
  • Monitor account performance, utilization, and customer health metrics.
  • Track customer satisfaction indicators and implement continuous improvement initiatives.
  • Prepare account plans, forecasts, business reviews, and executive-level reports.
  • Ensure compliance with company policies and regulatory requirements.

Qualifications

• Bachelor's degree in Business, Education, Marketing, or a related field, or an equivalent combination of education and experience.
• 7+ years of experience in strategic account management, customer success, sales, business development, or relationship management.
• Experience working with Canadian universities, colleges, educational institutions, or education-related organizations is strongly preferred.
• Proven success managing complex customer relationships and driving revenue growth.
• Demonstrated ability to engage effectively with both executive leadership and operational stakeholders.
• Strong consultative selling, negotiation, problem-solving, and stakeholder management skills.
• Exceptional verbal, written, presentation, and interpersonal communication skills.
• Highly organized, self-motivated, and able to work independently in a remote environment.
• Willingness to travel periodically within Canada to support customer engagement.

Key Performance Indicators

• Customer retention and renewal rates.
• Growth in account revenue and share of wallet.
• Customer satisfaction and Net Promoter Score (NPS) performance.
• Achievement of cross-sell and upsell objectives.
• Number and quality of customer referrals and references generated.
• Successful resolution of customer issues and escalations.
• Contribution to customer-driven product, service, and partnership enhancements.

Role Impact

The Senior Account Manager plays a critical role in strengthening and expanding relationships across Canada's higher education sector. Through exceptional customer service, strategic account management, industry expertise, and collaborative partnership development, this role helps institutions achieve their objectives while driving sustainable growth and long-term value for both customers and the organization.

Benefits

• Competitive salary.
• Opportunity to earn a bonus (dependent on performance).
• Great career growth and development opportunities in a global organization.
• Corporate benefits.

Pay Transparency Statement

Convera is committed to transparent, fair, and equitable hiring practices in full compliance with Canadian federal and provincial requirements.

Compensation: This role pays [$100,000-126,000] per year.

AI Use: Convera does not use artificial intelligence to screen, assess, or select applicants.

Vacancy Status: This posting is for an existing vacancy.

Canadian Experience: Convera does not require Canadian work experience.