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Team Lead, Account Management - Toronto

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CloudKitchens

23d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • Toronto
  • Quick Apply

AI generated summary

  • You need 2-4 years in sales, customer success, or account management, including 1 year in a leadership role. Strong leadership, goal-focus, and data skills are essential, plus B2B experience preferred.
  • You will lead a team, drive customer acquisition, manage pipelines, onboard clients, ensure retention, identify upsell opportunities, provide product feedback, analyze metrics, and handle escalations.

Requirements

  • Education: Bachelor’s degree preferred, but not required.
  • Experience: 2-4 years of relevant work experience, including at least 1 year in a leadership or team lead role. Experience in sales, customer success, or account management is required. Prior experience leading a team in the restaurant, food, SaaS, or tech industries is a plus.
  • Competencies:
  • Leadership & Coaching: Ability to lead by example and inspire a team to exceed performance goals.
  • Hustle & Resilience: Ability to thrive in a fast-paced, goal-oriented environment while supporting and motivating others.
  • Goal-Driven: Strong focus on achieving sales targets and customer satisfaction goals for both the team and individual contributors.
  • Customer-Obsessed: Passion for helping customers achieve success and fostering long-term relationships.
  • Analytically-Inclined: Comfortable working with data (Google Sheets/Excel) to interpret customer and team performance metrics.
  • Commercial Acumen: Ability to drive business value through strong customer relationships and team performance.
  • Preferred Experience:
  • B2B sales, customer success, or account management experience in a fast-paced industry.
  • Familiarity with Salesforce or similar CRM systems.
  • Experience with managing or mentoring a team to achieve business goals is highly preferred.
  • Experience with customer-facing data (basic spreadsheets or analytics) is a plus.

Responsibilities

  • Team Leadership & Mentorship: Lead a team of Account Managers, providing guidance, support, and mentorship to help them succeed in acquiring, managing, and growing customer accounts. Foster a collaborative and high-performance team culture.
  • Customer Acquisition & Sales: Conduct high-quality outbound outreach to prospective customers from company-provided or self-sourced leads. Apply value-based selling techniques to close deals and grow our customer base. Support the team in achieving individual and collective sales targets.
  • Pipeline & Account Management: Oversee and manage the team’s customer pipeline in Salesforce. Provide insights and reports on team performance and sales goals. Achieve monthly sales targets for acquiring new customers and growing the team’s book of business.
  • Customer Education & Activation: Ensure your team successfully onboard new customers, equipping them with the knowledge and tools to maximize early lifecycle performance.
  • Customer Retention & Engagement: Oversee your team’s management of 100+ active customers, ensuring they maintain strong operational performance and continue to extract value from the product.
  • Revenue Growth: Identify opportunities for upselling and cross-selling to high-performing customers. Ensure the team is consistently working to grow revenue and expand the customer base.
  • Product Feedback & Evolution: Act as a bridge between customers and the product team, capturing feedback and ensuring the customer’s voice is heard in product development.
  • Process & Analytics: Ensure the team follows internal processes for driving customer success. Use analytics tools (Google Sheets/Excel) to monitor customer success metrics, track team performance, and identify areas for improvement.
  • Escalations & Advocacy: Lead the team in handling customer escalations that could not be resolved by onboarding or support teams, ensuring customer needs are advocated for and addressed in a timely manner.

FAQs

What are the main responsibilities of the Team Lead, Account Management role?

The main responsibilities include team leadership and mentorship, customer acquisition and sales, pipeline and account management, customer education and activation, customer retention and engagement, revenue growth, product feedback and evolution, process and analytics, and handling escalations and advocacy.

What qualifications are required for this position?

The required qualifications include 2-4 years of relevant work experience, including at least 1 year in a leadership or team lead role, experience in sales, customer success, or account management, and a bachelor's degree is preferred but not required.

Is experience in a specific industry preferred for this role?

Yes, prior experience leading a team in the restaurant, food, SaaS, or tech industries is a plus.

What skills are essential for success in this position?

Essential skills include leadership and coaching, hustle and resilience, goal-driven mindset, customer obsession, analytical inclination, and commercial acumen.

What tools will I use in this role?

You will primarily use Salesforce to manage the customer pipeline, along with Google Sheets or Excel for analyzing customer success metrics and tracking team performance.

How many accounts will I be responsible for managing personally?

You will handle your own portfolio of over 100 active operator accounts while also leading a team of Account Managers.

What are the key metrics of success for this role?

Key metrics of success include achieving monthly sales targets, customer satisfaction, team performance, and revenue growth through upselling and cross-selling.

Will there be opportunities for professional development in this role?

Yes, the role offers opportunities for professional development through mentoring team members and fostering a collaborative high-performance team culture.

What kind of sales techniques will be emphasized?

Value-based selling techniques will be emphasized to effectively close deals and grow the customer base.

Can you describe the company culture at Otter?

The culture at Otter is collaborative and high-performance-oriented, focusing on achieving customer outcomes and team development.

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CloudKitchens

Ghost Kitchens for Restaurants

Real Estate
Industry
1-10
Employees
2018
Founded Year

Mission & Purpose

We provide kitchen infrastructure and software that empower food & beverage operators to expand their operations with minimal upfront capital and time.