Account Manager - Canada 🇨🇦

About the role

You own the end-to-end commercial relationship with a portfolio of flagship corporate accounts in Canada, ensuring their long-term success and satisfaction with Alan. You are the primary point of contact for key stakeholders at C-level and HRD, translating their strategic needs into solutions that drive adoption and retention. You proactively monitor the health of each account, identifying early signals of dissatisfaction and implementing corrective actions before issues escalate. You position Alan as a preventative health partner, articulating its value to drive massive employee adoption and administrative buy-in across the organization. You own the analysis and presentation of consumption reports, using business reviews to demonstrate value and inform strategic decisions for each account. You spearhead out-of-the-box initiatives to deepen engagement with existing customers and uncover new opportunities for growth. You are responsible for cross-selling and upselling the Alan portfolio, responding directly to customer pain points and expanding within their footprint. You renegotiate contracts to secure sustainable profitability for Alan while guaranteeing exceptional value for money to the customer. You act as the voice of the customer within the product organization, helping to shape the evolution of products and services. You build long-term relationships based on trust, transparency, and expert negotiation, leveraging active listening to consistently delight members and stakeholders.

Key facts

What you'll do

Handle a portfolio of accounts and flagships companies while ensuring strategic alignment with Alan's preventative mission.

Build and maintain strong customer relationships with key stakeholders and display a customer-centric approach to identify the main needs and allow our clients to achieve their goals through Alan.

Proactively identify potential signals of dissatisfaction and implement solutions to address them before they impact the relationship.

Promote Alan health partner positioning to generate massive adoption by employees and admins through tailored communication and value-driven narratives.

Analyze and present consumption reports to customers through business reviews, translating data into actionable insights and strategic recommendations.

Identify and execute out-of-the-box initiatives to engage our existing customers and unlock new use cases for the Alan platform.

Be in charge of cross-selling and upselling our portfolio to answer customer needs and pain points, expanding the footprint within existing accounts.

Renegotiate contracts to guarantee both great value for money to our customers and sustainable profitability for Alan.

Participate in the evolution of our products and services, acting as the voice of our customers when discussing with Product teams to ensure alignment with market needs.

Leverage your expertise to solve complex problems, ensuring member delight and reinforcing the trust placed in the Alan brand.

Drive commercial excellence by maintaining a sharp focus on customer outcomes, adoption metrics, and retention KPIs across your portfolio.

Collaborate closely with internal stakeholders to ensure seamless execution of requests, escalations, and strategic projects for your accounts.

Champion the Alan brand and its preventative positioning in every interaction, reinforcing the company's mission of ending healthcare wait times.

Continuously benchmark your accounts against industry standards and competitor offerings, identifying opportunities for differentiation and growth.

Requirements

You have at least 2 to 5 years of experience in a customer-facing role, and you have already experienced interactions with C-Levels and/or HRD.

You have full working proficiency in English.

You are experienced in dealing with mid-market segment companies up to 200 employees and a portfolio of 100+ accounts.

You have the tact and empathy that make you a great negotiator in complex commercial discussions.

You are an expert in creating long-term relationships based on trust and transparency, demonstrated through your active listening skills and consultative approach.

You love to solve problems in order to delight our members, showing resilience and creativity when addressing challenging situations.

You have a growth mindset: you are able to adapt to new trends and to develop an in-depth understanding of the health insurance market and its evolving dynamics.

You are based in (or willing to relocate to) Toronto: our sales team works from the office 4-5 days a week - we believe proximity fuels collaboration and customer focus.

You have a proven track record of owning and growing a book of business in a B2B SaaS or services environment.

You are comfortable working with data and can derive insights from consumption and usage reports to inform your commercial strategy.

You understand the importance of compliance and can manage multiple stakeholders with differing priorities and expectations.

You are comfortable prospecting and selling into new accounts while simultaneously nurturing existing relationships to maximize lifetime value.

You demonstrate strong time management and organizational skills, balancing a high volume of accounts and competing priorities effectively.

You communicate with clarity, empathy, and professionalism in all interactions, whether written, verbal, or presentation-based.

Nice to have

Previous experience in Insurance or any industry linked to benefits is welcome, though it is definitely not a must-have.

Practical notes

The role requires the LLQP license (Life Licence Qualification Program). We cover the cost and provide the necessary support to help you complete the certification. You will need this license for the role.

The engagement is full time, with a salary and equity package aligned to the B0-C0 level range as defined in our career framework.

You will need to be based in or willing to relocate to Toronto, Ontario, where the office is located in the heart of the financial district at King & Yonge.

You are expected to work 4-5 days per week in the office to ensure close collaboration and alignment with the team.

There is no commission structure in place for this role; performance is measured through account success and commercial outcomes.

The position does not have specific travel requirements, though occasional meetings with clients or stakeholders may occur.

Candidates must be authorized to work in Canada or secure the necessary visa sponsorship if selected.

This is a permanent role designed for long-term career growth within a high-growth, mission-driven organization.