(Remote) Account Manager

A division of Harris, Silverblaze is seeking an Account Manager. The Account Manager is responsible for the retention and account maintenance of the existing customer base, as well as revenue & customer satisfaction.  The role will be responsible for Contract renewals, On-Site Customer Visits, maintaining annual maintenance cost increases, and growing existing sales opportunities with our install base.    The candidate will be required to have a strong understanding of sales account management, as well as customer service and support. Working closely with Silverblaze internal teams, as well as the affiliate businesses and their Account Managers/Peers, the successful candidate will be required to identify sales growth opportunities, manage quoting and pricing requirements, and support customer escalations. The role will include a sales target exclusively focused on growing our existing customer base (IB). This will include identifying upgrade opportunities, offering new products & modules. The successful candidate expects to demonstrate the ability to be self-sufficient and to independently establish a regular cadence of engagement meetings, both in person and virtually.  The position is salary-based, with performance-based incentives tied to revenue retention and growth targets. Salary and compensation are dependent on prior experience and achievement of set quarterly and annual targets.

This remote role welcomes candidates anywhere in Canada and the US in the EST timezone. Up to 75% travel is required in North America. A valid passport/visa is required for the travel.

What your impact will be:

Customer Retention

• Manage contract renewals and annual price increases
• Manage and minimize customer attrition through proactive engagement and relationship management
• Serve as a trusted advisor to customers, ensuring satisfaction and long-term loyalty
• Proactively schedule all customers to have annual touchpoints, frequency of touch points based on revenue, customer satisfaction levels, and growth opportunities
• Speak with customers quarterly, travel to customer sites regularly and consistently with the goal of generating “Raving Fans”, grow a strong customer referral base, and create customer testimonials.
• Responsible for Onboarding new customers  (AM should be introduced at time of transition to support to ensure customers know who their ‘trusted advisor’ is and has contact information)
• Act as the primary liaison between customers and our internal teams; specifically, product, implementation, and support to ensure that feedback is shared internally
• Serve as primary escalation point for any customer issues or concerns

Customer Growth

• Generate a business plan along with Sales department to achieve and exceed Customer growth sales targets (IB)
• Identify install base opportunities to ensure strong customer growth, managing internal programs and campaigns, and act as the primary account manager for the IB customers
• Business plan to include upgrades, transition plans from on-prem solutions to cloud based solutions, from annual maintenance to annual Saas, product & module enhancements
• Collaborate with the Sales team to support tradeshows, conferences, and demos both online and in person with existing customer base
• Gather customer insights to drive product improvement and ensure feedback is shared with the product team

Collaboration & Reporting

• Work closely with Customer Support/Service and Sales team to align goals and strategies
• Provide regular reporting on retention metrics, customer feedback, (IB) customer growth progress, sales targets
• Record ALL customer activities in CRM (Salesforce).Ensure every customer has a next action date with NO exceptions
• Create & manage monthly reports for presentation in monthly review meetings, Business Strategic Review meeting

Travel

• Up to 75% of travel will be required, in order to be successful in the role
• Visit existing customers on a regular basis to strengthen relationships and identify growth opportunities
• Represent the company at industry events, conferences, and tradeshows

Required Skills & Experience

• 3–5 years of experience in Direct, Channel, and Indirect Sales
• Proven ability to calculate Sales Velocity, perform Sales Forecasting, and consistently meet or exceed sales goals
• Established relationship-building skills, with the ability to create, nurture, and maintain relationships with decision-makers and C-Suite executives within the IB channel
• Strong customer negotiation skills, with the ability and willingness to have direct, open, and consistent customer conversations
• Demonstrated ability to maintain a regular cadence of engagement with customers
• Must have a strong understanding of both the utility channel and customer engagement solutions, as well as knowledge of the competitive landscape
• Excellent communication, presentation, negotiation, and interpersonal skills
• Ability to travel up to 75% of the time

Compensation & Incentives

• Base salary with performance incentives tied to Customer Retention and Sales Growth Targets
• This is not a commission-based role
• Achieving retention target and sales growth target will result in an agreed-upon annual performance incentive

Core Competencies

• Customer Focus: Builds strong relationships and delivers customer-centric solutions
• Business Acumen: Understands market dynamics, utility channel operations, and competitive positioning
• Negotiation & Influence: Skilled in driving outcomes through persuasive communication and strategic engagement
• Results Orientation: Demonstrates accountability for achieving sales and retention goals
• Collaboration: Works effectively across teams to align strategies and deliver results
• Adaptability: Thrives in a fast-paced environment with frequent travel and changing priorities

What we can offer:

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

About Silverblaze:

SilverBlaze Solutions is award-winning software innovation, development and consulting firm.  Founded in 1999, SilverBlaze provides utilities with value-focused, highly-customizable web self-service portal and smart forms software.  As a leader in customer engagement and collaboration, we specialize in providing self-service portal and intelligent form software to electric, water, gas, telecom and multi-service utility companies. Over the past 20 years, SilverBlaze has successfully empowered clients throughout the United States, Canada, and the Caribbean to maximize customer engagement. Visit www.silverblaze.com to learn more about the diverse roster of clients SilverBlaze has helped succeed.

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