Key Account Manager, AMER

Job description

WHO WE ARE: Founded in 2013, Ignition is the leading revenue and billing automation platform for firms and agencies to transform their sales, billing and payment processes. Ignition automates proposals, engagement letters, invoicing, payments and workflows in a single AI-powered platform, empowering 8,500+ businesses to sell, bill and get paid for their services with ease. To date, Ignition customers have managed relationships with over 2.4 million clients and earned $13b in revenue via the platform. Ignition's global workforce spans Australia, Canada, New Zealand, the Philippines, US and the UK. COMPANY VALUES: - We are better everyday - We work without ego - We are smarter together - We hero our customer Role Location: Our AMER team spans the US & Canada. We are seeking candidates with the legal right to work in Toronto, Canada or within the province of British Columbia. Hybrid Work Environment: If based in Toronto, this role requires one in-office days per week (currently Tuesdays). Our office is located at 100 University Avenue in the Financial District, near Union Station and the TTC. British Columbia employees work remotely. Hours of Work: Eastern time zone hours (ie: 9am-5pm - however, you’ll have to flex occasionally to manage Pacific time zone requests to meet global colleagues/internal team meetings). ABOUT THE ROLE 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 Ignition’s 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 they’d 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 Ignition’s expansion revenue primarily through the adoption of our payment solution. You’ll proactively identify opportunities within your customer portfolio to increase attach rate, particularly across more complex service lines and teams. Equally, you’ll 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 you’ll 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. WHY JOIN US: - Global SaaS organization - category leader in revenue management from proposals to payments - We work without ego in a collaborative, open and transparent work culture - Competitive salary - Health/Dental/Vision insurance from day 1 of employment, along with RRSP matching after 3 months of employment - Employee recognition programs - Quarterly wellness allowance to spend on your wellness and what this means to you - Flexible working supported by work from office reimbursement and cell phone allowance to allow you to set yourself up to work from home - Personal tax return assistance - after all, we are in the accounting business! - 20 days accrued paid time off annually , along with 10 annual wellbeing days - An extra paid day off to celebrate your birthday, alongside paid volunteering leave COMPENSATION INFORMATION: 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 state/location, applicable experience, and skillset of the candidate. This role has a minimum annual base of CAD $80,000 and maximum annual salary of CAD $95,000. We may use AI enabled tools to support parts of our recruitment process, such as improving efficiency in scheduling and note taking. These tools are used responsibly and never replace human decision-making, all hiring decisions are made by our people. We aim to keep the process transparent, respectful of your time, and as smooth as possible. We encourage you to apply even if you don’t meet every requirement, experience comes in many forms, and diverse perspectives make our teams stronger. Ignition is an equal opportunity employer. If you require accommodations during the recruitment process or need materials in an alternative format, please contact careers@ignitionapp.com.