Key Account Manager, AMER

The Ignition Key Accounts team helps accounting and professional services firms and their clients transform the way they work together and are responsible for driving Ignitions long-term revenue expansion and customer retention.

This Key Account Manager role sits within our mid-market focused pod partnering with larger more complex accounting firms and professional services businesses. These customers often have more sophisticated service offerings operational structures and implementation needs requiring a deep level of industry expertise and strategic guidance.

The typical Key Account Manager is a person who knows that you win by building a trusting relationship while challenging the status quo and assisting with change management. Our team motto is win the keys to the office; Your customers value your input and expertise so much that theyd be willing to give you a key to their office.

As a Key Account Manager you are responsible for guiding our customers through their journey as soon as they purchase Ignition. From supporting them through their roll-out plan advising on implementation and change management to providing expertise on scaling a modern professional services business you will be the face of Ignition for the customer and the expert they value most.

You bring a strong understanding of how larger accounting firms and professional services organizations operate whether from working within them or partnering closely with them. You use that insight to deliver meaningful tailored outcomes.

You always aim to deliver an exceptional customer experience while using the tools available to you to know when to engage and when to empower customers to move independently.

You will aim to drive Ignitions expansion revenue primarily through the adoption of our payment solution. Youll proactively identify opportunities within your customer portfolio to increase attach rate particularly across more complex service lines and teams. Equally youll be highly attuned to risk signals and take a strategic consultative approach to retaining customers and ensuring they achieve their expected ROI.

What your day to day will look like:

• Proactively manage and grow a portfolio of mid-market and SMB customers navigating multiple stakeholders and complex organizational structures.

• Build strong trusted relationships with key decision-makers and influencers to support successful roll-outs drive adoption and achieve measurable ROI while increasing referral potential.

• Lead customers through onboarding and implementation journeys including workflow mapping change management and cross-team alignment.

• Demonstrate early value for customers through first-experience wins and a successful pilot.

• Achieve monthly and annual payment volume targets while maintaining a customer-centric mindset.

• Identify areas of opportunity and/or concern based on usage patterns research and signals with a focus on scaling adoption across larger teams.

• Serve as a subject matter expert on change and modern professional services operations advising customers on best practices across sales onboarding billing payment collection and renewal processes.

• Provide strategic guidance tailored to larger accounting firms and professional services organizations including packaging pricing and service delivery optimization.

• Help build and deliver scaled content that helps support our customers journey. Create and host webinars collaborate on articles and other educational materials that help deliver a scalable customer experience.

• Maintain build and grow collaborative relationships with larger customers and partners; leverage these relationships for partnerships including webinars campaigns and case studies.

• Act as the voice of the customer by providing insights to product marketing and sales teams particularly around the needs of mid-market firms and more complex use cases.

• Work with your fellow Key Account Managers globally to identify and implement improvements to processes documents tools and reports to benefit the team and clients.

• Attend trade shows and events where youll meet existing customers and potential customers.

• Attend trade shows and industry events engaging with existing and prospective customers to represent Ignition as a trusted partner in modernizing professional services.

Qualifications :

• Proven experience working in or with mid-market or larger accounting firms or professional services organizations (highly preferred).

• Prior experience working at a SaaS company is a plus; accounting software / industry experience preferred.

• Strong understanding of paid professional services models including consulting implementation packaging pricing and delivery.

• Experience managing complex customer relationships with multiple stakeholders and longer more strategic sales or adoption cycles.

• Demonstrated success in meeting or exceeding revenue and expansion goals within a portfolio.

• Proficiency with various software systems such as Zapier Slack Zoom Loom Vitally (or other Customer Success Platforms) Google Workspace Atlassian Intercom and reporting tools such as Looker.

• Demonstrated curiosity for and adoption of AI tools and workflows to increase efficiency improve output quality and deliver more scalable customer impact.

• Ability to advise customers on their accounting tech stack with experience across key integrations such as QuickBooks Online Xero CCH Axcess Thomson Reuters Onvio Karbon or comparable platforms.

• Strong communication skills with the ability to confidently engage senior stakeholders and deliver compelling presentations and strategic recommendations.

• Excellent written communication skills for creating professional documentation resources and customer-facing content.

• Strong time management and organizational skills with the ability to manage complexity across multiple accounts.

• Ability to actively listen navigate objections and incorporate feedback without taking it personally.

• Willingness & ability to travel within the US & Canada for customer meetings presentations conferences trade shows and industry events.

Additional Information :

Join our global SaaS scale-up company where we foster a collaborative open and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Heres what we offer:

• Employee share options from day one
• RRSP program with employer matching
• 20 days of accrued vacation plus 10 wellbeing days 
• Additional paid day off to celebrate your birthday along with volunteering leave
• Health dental and vision insurances starting immediately
• Annual education allowance reimbursement to support your professional development
• Employee recognition program
• Quarterly wellness allowance to invest in your personal wellness
• Paid subscriptions to Headspace and LifeWorks EAP 
• Flexible working arrangements supported by WFH reimbursement and technology allowance to ensure your safety while working from home
• Personal tax return assistance (since were in the accounting business!)
• Paid parental leave

Experience comes in many forms and skills are transferable please consider applying even if you dont tick all the boxes. 

Ignition is an equal opportunity employer providing fair consideration to all applicants regardless of background.

Ignition is committed to providing accommodations throughout the hiring process. If theres a fit well work with you to meet your accessibility needs. For questions requests or alternate formats contact us at 

Compensation: 

Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will be dependent on location applicable experience and skillset of the candidate.

This role has a minimum annual base salary of CAD $80000 and maximum annual salary of CAD $95000 (plus variable pay equity health insurance & other wellness perks).

Remote Work :

No

Employment Type :

Full-time