Account Manager

Job Summary:

An Account Manager is a sales professional who performs a variety of duties aimed at managing the employer’s customer relationships, as well as developing new business from existing customers. Once a prospect becomes a customer, the Account Manager is responsible for ensuring the customer’s successful onboarding, successful ongoing use of the software, as well as for the longevity of the business relationship and its growth.

Job Description:

Helm Operations is hiring a Hybrid Account Manager to serve as our dedicated bridge between East Coast North American and European maritime accounts. You will manage a portfolio of accounts across Helm CONNECT — including flagship European customers - while also carrying a set of East Coast North American accounts that align with your timezone availability.

The role operates on an 8-hour workday starting at 7:00 AM EST (ending 3:00 PM EST). This schedule covers European clients during their afternoon business hours (13:00–17:00 CET) and North American clients through the rest of the morning.

WHAT YOU'LL DO

- Own and grow a portfolio of accounts across European and East Coast North American maritime operators

- Operate as the lead point of contact for all matters specific to the customer and their success on the system.

- Lead quarterly business reviews, renewal discussions, and upsell conversations with customers in both European and North American markets

- Serve as the primary point of contact for European customers during CET afternoon hours (13:00–17:00 CET / 07:00–11:00 EST)

- Collaborate with the AE team on expansion opportunities within your book

- Use AI tools (Claude, Salesforce Einstein, Sisense) to manage a large account book efficiently and surface upsell signals proactively

- Build and contribute to a European AM playbook for the broader team

- Discover additional product or training needs our customers may have

- Build and maintain strong, long-lasting customer relationships

- Monitor software usage – develop baselines for average usage by customer and identify increasing or declining usage for upselling or risk mitigation

- Develop a trusted advisor relationship

- Communicate the progress of initiatives to internal and external stakeholders

- Assist with high severity requests or issue escalations as needed

- Proactively communicate with the team as an advocate for customers

- Maintain records of interactions with customers including minutes from scheduled or unscheduled meetings

WHAT WE'RE LOOKING FOR

- 2–4 years of SaaS account management or customer success experience

- Comfortable with an early-start schedule (7:00 AM EST start, 3:00 PM EST finish)

- Experience with or strong interest in maritime / industrial operations software (nice to have, not required)

- Confident communicator with European clients — cultural fluency in Northern European business norms is an asset

- Data-driven: comfortable with CRM data, usage dashboards, and health scoring

- Active user of AI tools for drafting, research, and productivity

- Based on Eastern Timezone (Canada or US East Coast)

- Highly organized and able to respond to shifting priorities.

- Must be willing to travel for up to 1 week per calendar quarter.

Qualifications:

- Diploma, Degree or Technical Certification in related field or proven equivalent experience.

- Strong customer service and interpersonal skills, and able to handle challenging situations with composure, professionalism, and courtesy.

- Previous experience in Account Management - preferably in a subscription-based business.

- Able to work on multiple assignments in a team environment.

- Possess strong communication, customer orientation and positive attitude.

- Aptitude for acquiring technical skills and an eagerness to learn is an asset.

- Must hold a valid passport with ability to travel outside of Canada for work.

Worker Type:

Regular

Number of Openings Available:

1