Account Manager - Permanent full time, Edmonton/AB

The Alberta New Home Warranty Program Group of Companies (ANHWP Group), is Alberta’s most experienced and most trusted new home warranty provider and educator for homebuilders. As Alberta’s leader in new home warranty products and services for 50 years, we continue to raise the bar to meet the needs of homeowners and our Builder Members.

This position resides with The Alberta New Home Warranty Program (ANHWP) and works alongside The New Home Warranty Insurance (Canada) Corporation (NHWICC) and the Professional Home Builders Institute of Alberta (PHBI) and Dweller Home Services.

Reporting to the Sales and Solutions Manager, the Account Manager is responsible for our managing and growing our customer base in the Edmonton region, ensuring customer satisfaction metrics are met and exceeded, and that revenue and growth goals are empowered through a superior understanding of customer experience drivers and needs.

Accountable for:

You’ll be part of the Customer Solutions (sales) team and be responsible for Account Management, including achieving sales and satisfaction goals. As part of a Growth Acceleration group, you will also bring your customer insights fully-forward into helping develop in-demand products and services that will seek to enhance density and utilization within all customer segments. As an employee within the organization, and in the greater industry-at-large, you will represent and demonstrate our organization’s values at an exemplary level. Ideally, you’re a strong collaborator with disciplined account management skills, all underscored by a positive and supportive attitude and approach. You’ve had experience successfully managing high profile accounts and have a keen and enthusiastic interest in understanding the customer journey.

This role requires a self-starter and leader who can turn customer insights into operational improvements, and you’re comfortable handling customer challenges and pressure. You are a goal-oriented individual who can get things done, but you also understand that it takes a team to do so, and as such you’re comfortable working with colleagues to contribute, delegate, and support as necessary. Further, you’re comfortable in a digital-forward environment, and have had solid experience operating within a sales-based CRM to drive account planning and growth.

Work location:

Edmonton, Alberta

Responsibilities:

The primary responsibilities of the Account Manager are:

·       Interact with customers and colleagues at all levels and provides strategic advice and input regarding customer solutions, customer engagement, business development, and operational improvements for Builder Members.

·       Contribute as member of the Customer Solutions team and engage with members to ensure Builder Member relationships are acquired, retained, and enhanced.

·       Participate in Account Management strategies across the Builder Member portfolio, focusing on providing agile and value-added service and support while growing customer value.

·       Meet monthly key performance indicators (KPI‘s)

Revenue and Growth:

•         Responsible for customer acquisition and retention processes in our homebuilder customer segments

•         Responsible for the achievement of key customer satisfaction and growth metrics, including Membership

•         Work with Marketing teams to deliver product/service diversification and market-share growth strategies

•         Actively promote the services of the Professional Home Builders Institute (“PHBI”) and work with PHBI to grow utilization within the Membership

•         Actively promote the services of Dweller and work to develop growing utilization within the membership

•         Alert the Risk Department of any builders or industry organizations who are encountering business problems which may impact the Organization or NHWICC.

•         Work with Marketing to ensure that prerequisites (like Point of Sales materials, campaign requirements, and homeowner supports) are fulfilled within a timely manner and are created to meet customer preferences

Customer Experience:

•         Develop relationships and networking through professional communication

•         Create a consistently respectful, responsive, and positive experience for customers in a way that drives meaningful loyalty, retention and mutual value creation

•         Solve Builder Member account issues as they arise, supporting all departments in resolving concerns on Member-related issues

•         Bring innovative best practices to enhance the Organization’s competency and position within the customer experience space

Service Development:

•         Work with other departments and the Customer Solutions Team to find ways to increase revenue, reduce risk and build brand awareness

•         Work with Operations teams to assess customer needs and requirements to deliver exceptional service to our builder members

Reputation:

•         Build relationships with key industry stakeholders; attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends

•         Identify opportunities for campaigns, services and distribution channels and work with marketing on strategies and actions that will lead to an increase in retention and the Organization’s visibility

•         Using knowledge of customers, market, and competitors, identify and develop the Organization’s unique selling propositions and differentiators.

•         Represent the Organization in line with the corporate brand, values and behaviors.

Continuous Improvement:

•         Use tangible customer insights and new systems and procedures to amplify productivity

•         Ensure that data is accurately entered and managed within the Organization’s CRM and work with relevant departments to ensure the CRM is constantly adapted to improve efficiency

•         Understand and integrate industry trends to improve forecasts and the identification of opportunities and risks

Skills and Experience:

•         Level 1 General Insurance Agent – currently licenced/required within 90 days of employment

•         Minimum 1 year of experience in sales and customer services

•         Minimum 1 year of experience in the construction industry

•         Experience in documenting and managing customer experience

•         Other skills: strong formal writing skills, problem-solving skills, inter-personal relationship, attention to detail, prioritization, judgment

•         Experience using CRMs (Salesforce and Dyanmics365 preferred) and Microsoft Office suite of products

Knowledge:

•         Strong general knowledge of homebuilders and homeowners, and the homebuilding industry-at-large

•         Understands structured sales processes

•         Soft skills: Organizational skills, ability to prioritize and adapt to a variety of situations, excellent judgment, reasoning and problem resolution skills

•         Considered an assed: Strong knowledge of construction practices and project management

Why you should join us:  

The Alberta New Home Warranty Program Group of Companies offers challenging and meaningful work, a positive work environment with amazing colleagues. Our benefit package includes: 

-          Flexible Hybrid/remote work structure

-          Engage in Diversity: Active Equity, Diversity, Inclusion and Belonging Committee with strategy and programs across the board

-          Exciting social committee with various in person and virtual activities for everyone

-          Annual short-term incentive pay (bonus program)

-          Paid sick time and generous flex days, including paid time to give back to the community by volunteering

-          Medical, dental and vision benefits

-          Choice of Health Spending Account or Lifestyle Spending Account

-          Pension plan (RPP company matching)

-          Access to more than 100 corporate and technical training package for our employees

Also, you will be part of a company that supports and engages on:

-          Performance Management Program

-          Supportive leadership to develop your full potential

-          More than 15 different countries and cultures represented in our workforce

-          Progressive corporate culture that supports our greatest assets – our people

-          Great Place To Work Certified in Canada for 2024 and 2025

Apply Today

If you’re looking for a dynamic work environment, competitive employment conditions, and an opportunity to make a difference, we invite you to submit your cover letter and resume throughout your application.

We thank all applicants for your interest in this role. Our People & Culture team will contact only those selected for an interview.

Please note:

·       Only candidates permitted to work in Canada will be considered for this opportunity.

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