Account Manager

Job Summary:

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:

Number of Openings Available: