Account Manager

Department Focus: The Growth team at Deliverect is a dedicated group of proactive and experienced professionals focused on empowering customers to achieve significant growth. By serving as strategic partners, we deeply understand our customers' evolving business needs to offer tailored support and guidance that maximizes the Deliverect platform's potential. We foster strong, long-term relationships, collaborating closely to identify unique opportunities and co-create innovative strategies for their continued success in a dynamic market.

Your Impact:

As a Growth Account Manager (GAM) for the SMB/MM segment in North America, you will play a pivotal role in unlocking the full potential of our existing restaurant partners across the region. Acting as a trusted commercial advisor, you will deeply understand your customers' business needs, driving revenue expansion through upselling, cross-selling add-ons, and optimizing platform adoption. Your dedication to fostering strong, long-term relationships will directly reduce churn and contribute significantly to Deliverect's regional growth and ongoing market success.

Important Information

• Fluency in English is required, with strong written and verbal communication skills being essential.
• French language skills would be considered a strong asset. 
• This is a full-time, hybrid role with a flexible work schedule, offering 4 days in our Toronto or USA office and 1 day from the comfort of your home
• The expected annual OTE for the role is between $105,000 CAD and $133,000 CAD.
• This position is for an existing vacancy. 

What you will do:

Manage and grow a portfolio of existing SMB and Mid-Market restaurant accounts across North America, serving as their primary commercial contact to maximize platform adoption and account health (approx. 35%).

Drive regional revenue expansion by proactively identifying up-sell and cross-sell opportunities, delivering tailored solutions and introducing new features or add-on modules (approx. 25%).

Conduct regular, data-driven business reviews with key merchants to analyze current state performance versus future growth potential, ensuring high customer satisfaction and platform ROI (approx. 15%).

Identify accounts at risk of churn, developing proactive retention strategies, negotiating contract renewals, and handling objections with strategic resilience (approx. 10%).

Maintain CRM precision (HubSpot) to ensure clear stakeholder communication, accurate pipeline forecasting, and structured account planning (approx. 10%).

Collaborate cross-functionally with Customer Experience, GTM, and Implementation teams to streamline client handovers, resolve operational challenges, and share process improvement ideas (approx. 5%).

What you will Bring:

• 4+ years of experience in B2B SaaS account management, customer success, or solutions consulting, with a proven track record of meeting or exceeding expansion and retention targets.

• Demonstrable experience managing and nurturing commercial relationships with mid-market merchants, preferably within the North American restaurant, food tech, or POS systems landscape.

• Strong commercial acumen and negotiation skills, with a solutions-driven mindset comfortable conducting consultative discussions with key decision-makers.

• Technical proficiency and inclination to easily learn the world of restaurant digital ordering, APIs, and system integrations to effectively articulate product value.

• Excellent interpersonal and communication skills, with a high degree of empathy and the ability to engage clearly with both technical and non-technical stakeholders.

• Hands-on experience applying consultative and value-based sales frameworks such as MEDDPICC, SPIN Selling, or Challenger Sale. 

• A bachelor's degree in a relevant field or equivalent work experience