{"id":1472590,"url":"https://alion.io/job/ghd-account-manager","title":"Account Manager","company":{"id":1821071,"name":"GHD","domain":"ghd.com","url":"https://alion.io/company/ghd-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":82,"open_postings":44,"ghost_share":0,"stale_share":0.932,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Marketing","role_family":"Marketing","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":69000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":80},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false}],"status":"live","first_seen_at":"2026-09-29T13:53:22Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-07T02:41:48Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Organizations don't innovate; people do.\nAs part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.\nAnd we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.\nJoin our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.\nWho are we looking for?\nOur Waterloo office is looking for an Account Manager.\nThe primary responsibility of the Account Management team is to retain, grow, and expand our existing client base while acting as trusted advisors to our customers. Success is measured through a combination of client retention, revenue growth, client satisfaction, and long-term account development.\nAccount Managers are expected to own both retention and growth within their assigned portfolio and be accountable for the overall health, satisfaction, and commercial success of their accounts. This includes driving adoption, maximizing customer value, executing strategic growth plans, and ensuring clients continue to see measurable business outcomes from their partnership with GovStack.\nHybrid work Model: Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in the office three days a week to contribute, connect, and excel in our vibrant environment.\nWorking with an energetic and high-performing team, this position offers a variety of work and will see you involved in:\nAccount Ownership and Relationship Management\nManage a portfolio of government and public sector accounts.\nBuild relationships with executive sponsors, operational stakeholders, and platform users.\nDevelop account plans that align GovStack solutions with strategic customer objectives.\nConduct regular client meetings and executive business reviews.\nMaintain detailed account intelligence, stakeholder maps, risks, opportunities, and growth plans.\nServe as the primary point of contact for all post-sale commercial matters.\nEnsure clients realize ongoing value from their investment in GovStack while identifying opportunities to support their evolving business objectives, strategic priorities, and organizational goals.\nAct as a trusted advisor by understanding client challenges, strategic initiatives, and long-term goals, and aligning GovStack solutions to help clients achieve measurable outcomes.\nIn FY27, a significant portion of our expansion strategy is focused on the adoption and growth of DocRemedy and Service Hub. Account Managers are expected to proactively identify, position, and close opportunities for these solutions across their portfolio where they can create measurable client value.\nOwn the overall commercial health of assigned accounts, ensuring strong client engagement, product adoption, retention, and revenue growth.\nMaintain and grow Net Revenue Retention (NRR) across their portfolio. Account Managers are accountable not only for generating expansion revenue but also for protecting existing revenue. When revenue is lost through churn, downgrades, or contractions, Account Managers are expected to replace that revenue through upsell, cross-sell, renewals, and expansion opportunities. Success is measured by growing the total value of the portfolio after accounting for revenue attrition.\nEscalating and resolving issues proactively.\nDriving platform adoption and engagement.\nCoordinating internal resources when required.\nMaintaining strong client health scores and executive relationships.\nDeveloping retention plans for at-risk accounts.\nRetention is everyone’s responsibility, but Account Managers are accountable for leading the retention strategy for their accounts.\nRevenue Retention and Growth\nAccount Managers are expected to manage and grow their assigned book of business through three primary revenue motions:\nRenewal of existing contracts, including annual pricing adjustments.\nExpansion of existing products and services within current accounts.\nCross-selling and expanding adoption of DocRemedy, Service Hub, and other strategic solutions across the GovStack ecosystem.\nAchieve annual retention, ARR growth, NRR, and expansion revenue targets.\nBuild and manage expansion pipelines within HubSpot.\nForecast and report on revenue opportunities, renewals, risks, and client health.\nDrive adoption of new products and services that align to customer priorities.\nDevelop expansion plans that offset churn risk and contribute to overall portfolio growth.\n\nStrategic Account Management\nAccount Managers are expected to maintain a deep understanding of each client:\nOrganizational goals and strategic plans.\nBusiness challenges and operational priorities.\nStakeholder structure and decision-making process.\nCurrent product usage and adoption.\nOpportunities for future growth and modernization.\nEvery client interaction should focus on aligning GovStack solutions to business outcomes, not simply selling products.\nClient Engagement and Communication\nAccount Managers are responsible for maintaining proactive communication with all assigned accounts. Minimum expectations include:\nRegular account meetings are based on account tier.\nQuarterly Business Reviews (QBRs).\nOngoing phone, email, virtual, and in-person engagement.\nProactive outreach outside of scheduled meetings.\nTimely follow-up on client requests, issues, and opportunities.\nCommunication should consistently provide value and strengthen relationships.\n5. Trusted Advisor Relationship\nAccount Managers are expected to act as strategic advisors, not vendors. This includes:\nUnderstanding industry trends impacting clients.\nProviding recommendations and best practices.\nIntroducing new products, services, and capabilities that support client objectives.\nDemonstrating ROI and business value.\nHelping clients achieve strategic goals through technology and services.\nClient Health and Retention\nAccount Managers own the overall health of their assigned accounts. Responsibilities include:\nMonitoring customer satisfaction.\nMeasuring and improving NPS.\nIdentifying churn risks early.\nQuarterly Business Reviews\nQBRs are a required component of the account management program. QBRs should focus on:\nProgress against client objectives.\nProduct adoption and usage.\nROI and measurable business outcomes.\nStrategic initiatives.\nUpcoming organizational priorities.\nRecommendations for future improvements and growth opportunities.\nInternal Collaboration\nAccount Managers are expected to work closely with Customer Support, Implementation, Product, Marketing, Revenue Leadership, and Sales Leadership.\nEnsure clients receive a consistent experience across all teams.\nShare client feedback, risks, and product opportunities internally.\nCoordinate resources to maximize retention, adoption, and expansion outcomes.\nSuccess requires strong cross-functional collaboration to maximize retention and growth opportunities.\nWhat you will bring to the Team:\n2-5 years in an Account Management/SAAS Technology role.\nSelling into the public sector is a nice-to-have \nPlease note:\nThe salary range for this position is CAD $66,375K to $110,625K. The posted salary range represents the expected hiring range for GHD locations in its major city centres. Ranges may vary for positions in other locations. At GHD, base salary is determined by your skills, experience, qualifications and work location. We are committed to offering competitive compensation and adhering to all relevant pay transparency legislation. \nThe use of artificial intelligence (AI) in recruiting is just getting started and may be used during the process to improve efficiency and fairness. Your application may be reviewed by both AI and our hiring team. While AI supports some steps through the process, all final hiring decisions are made by humans\nThis position is for an existing vacancy\nAs a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. 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