Reporting directly to the National Director of Sales and Customer Excellence, the Account Coordinator is responsible for the service and management of existing accounts, as well as overseeing the end-to-end sales cycle for small to mid-size accounts. This role involves managing the complete sales process for certain clients while also supporting and providing service to larger clients in coordination with the Account Executive team. The Account Coordinator must ensure that all accounts and sales activities are handled in accordance with established guidelines and company procedures, with a focus on developing, retaining, and growing current business relationships.
In this capacity, the Account Coordinator will collaborate with various internal teams, handling day-to-day interactive needs of clients, both external and internal. They will act as a liaison between clients, external applicants, and other stakeholders to ensure the smooth handling of any concerns or issues. This role is essential in supporting the effective operation of Sales and Customer Service functions.
The Account Coordinator is expected to be well-organized, detail-oriented, and capable of working efficiently both as part of a team and independently. They should possess above-average communication skills and a strong customer service orientation, with the ability to manage multiple clients simultaneously. The Account Coordinator will work within a sales pod, collaborating with one or more Account Executives and the customer excellence team to support client meetings, follow-ups, proposal preparations, documentation requirements, service agreements, and contract management. Additionally, the Account Coordinator will need to work closely with their assigned Account Executives and other members of the Sales and Customer Service team, as well as other areas of the company. A solid understanding of company policies and procedures and adherence to applicable legislation is crucial for this role.
Responsibilities:
The Account Coordinator shall:
- Accountable and responsible for managing an established base of existing customers as well as the closing of
inbound sales leads individually or in conjunction with their assigned sales pod.
- Increase revenue and retention rates within existing and/ or new accounts within assigned sales pod.
- Identify accounts with unmet needs that could generate new business.
- Stimulate volume from existing accounts (drive consolidation of all background screening solutions)
- Upsell and cross sell existing and new services into existing accounts.
- Support sales pod in identifying and executing opportunities for penetration into our larger accounts.
- Qualify and close inbound - outbound new business sales opportunities (mid-size account).
- Build excellent client relationships offering value-added, insightful and strategic input to client business.
- Track and report activities and support the development of strategic action plans within a book of business and
sales pod.
- Ensure operational customer support and satisfaction; resolve customer issues
- Create excellent customer relationships by providing value-added, in-depth strategic advice.
- Participate actively in the weekly Sales’ team meetings (occasionally held off-site or in office).
- Respond quickly and effectively to customer requests and/or Account Executive needs.
- Meet and exceed customer expectations.
- Obtain and evaluate all relevant information to handle inquiries and complaints.
- Ensure that all required documents are attached to the customer's request/applicants file as needed including
consent documents needed for the requested verification.
- Liaise with Sales pod & Customer Service teams to ensure all unresolved issues are handled by the appropriate
resource to the satisfaction of the client.
- Handle account access issues and provide training/demos if required.
- Proficient in adding, tracking, and updating information using CRM tools.
- Escalate and prioritize issues from book of business and/or sales pod and handle as per company policies and
procedures as needed.
- Provide sales support as necessary.
- Perform other duties as assigned by supervisors to support departmental objectives and contribute to team success.
Required Qualifications:
Knowledge and Education
- Hold a minimum of a high school diploma or an equivalent qualification from a recognized Canadian institution.
- Any other relevant qualification and/or diploma in a related field is considered an asset.
- Excellent verbal and written communication skills in the official languages (Quebec-French / Ontario-English);
bilingualism is considered a significant asset.
Experience, Skills and Abilities
- One to two years of experience in an inside sales, account management, or business development role.
- Two (2) to five (5) years of experience in customer service.
- Exceptional interpersonal skills, with the ability to build and maintain positive relationships with clients and team
members.
- Proven problem-solving abilities, with a demonstrated capacity to address and resolve issues efficiently and
effectively.
- Proficient in standard IT skills, including a strong working knowledge of desktop tools such as Microsoft Office
Suite, Internet applications, and CRM systems.
- Ability to thrive in a dynamic and evolving work environment, adapting to changes and challenges as they arise.
- Demonstrated capability to work both independently and collaboratively within a team setting, managing tasks
and responsibilities with minimal supervision.
- Strong initiative and the ability to meet deadlines consistently, with a proactive approach to managing
workload and achieving objectives.
