Account Manager


Xpan’s Account Manager (AM) is responsible for managing and growing revenue within our global categories of customers. The successful candidate will focus primarily on growth opportunities with existing customers to achieve revenue goals established for all service and product lines. The AM will work collaboratively with Xpan’s VP, Business Development and executive team. The candidate must be able to effectively communicate with internal and external stakeholders to establish and build working relationships. This candidate must be coachable with an ability to understand business needs and provide viable solutions to reach targeted goals.

Essential Duties and Responsibilities

  • Manages account relationship with select customers
  • Impeccable language and digital literacy skillset
  • Collaborate, strategize, and work with VP, Business Development to target and meet revenue and business objectives
  • Responsible for the success and satisfaction of the individual customer relationships
  • Grows the customer relationship in terms of revenue generated and account profitability
  • Support the new business efforts by attending sales meetings, participating in sales calls, preparing RFPs and cost estimates and entertaining clients
  • Responsible for customer satisfaction, while targeting 100% customer reference-ability
  • Creates opportunities for deeper collaboration and interaction and reinforces the customer’s status as an innovative participant in the creation of cutting-edge digital knowledge solutions
  • Serves as the Xpan conduit and internal champion for customer’s strategic business initiatives
  • Promotes high standards of professionalism, integrity and leadership throughout the life of projects by providing support and ongoing guidance to members of the project team
  • Researches and maintains a current point of view on industry trends, best practices and solutions
  • Oversees the creation, development and execution of detailed project proposals and statements of work with the support of core team members
  • Proactively establishes, manages and communicates project parameters, scope and expectation
  • Manage customer and internal team performance and dynamics as appropriate
  • Identify, analyze, prioritize, mitigate and communicate project risks
  • Work independently, set goals, and monitor progress of goals
  • Travel to key accounts and attend national conferences on occasion as necessary
  • Take a proactive role in learning about clients’ industry, business needs and company culture, educating the project team, identifying new business opportunities and providing a high level of service
  • Monitor and communicate project progress, ensure strict adherence to deadlines and budgets and ultimately produce high quality deliverables
  • Serve as the central point of contact for and liaison between external clients and internal production staff
  • Set and fulfill client expectations

Skills and Expertise

  • 4-year post-secondary degree
  • A minimum of 4 years of business to business (B2B) sales experience
  • Professional services sales experience is preferred
  • SaaS / software sales experience is preferred
  • Solution selling experience is preferred
  • Proven track record of growth mindset account management
  • Self-starter, team player, critical thinker, can do attitude
  • Strong telephone, written and verbal communication skills
  • Excellent time management and organizational skills
  • Above average computer skills – Microsoft Word, Excel, PowerPoint
  • Advanced SaaS CRM skills
  • Online research experience and proficiency
  • Experience in eLearning and/or experience working with the Learning & Development leaders are preferred
  • Demonstrated excellence in interpersonal skills, especially in situations involving consensus and team building with strong problem solving skills related to program and account management
  • Demonstrated skills in managing fiduciary relationships including pricing, margins, discounting, cost factors, etc.
  • Relationship management skills; demonstrated skills in negotiation and leadership
  • Demonstrated experience managing multiple simultaneous accounts involving cross-functional product teams within budgetary and schedule constraints
  • Demonstrated experience directing internal and client teams involved in multiple activities
  • Demonstrated skills and experience in mediation, negotiation, argumentation and presentation

If you would like to join a top-notch team of smart, creative, enthusiastic professionals producing engaging eLearning solutions for great clients, send your resume to careers at

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