Account Manager

Account Manager

About Truss

Truss is a YC-backed, fast-growing fintech startup that is an all-in-one banking and payment automation platform for construction businesses. With Truss, construction companies can manage bill payments, receivables, and corporate cards in one place. They save time on manual data entry by integrating Truss with their existing tools and automating the full billing cycle, from invoicing and reconciliation.

About The Role

We are seeking an experienced and dynamic Account Manager to join our growing fintech startup and take the lead in building and refining our account management process. As our company rapidly expands into hundreds of users, we need a dedicated professional to formalize and take over this critical function full time. 

In this role, you will be responsible for the entire account management pipeline including onboarding, relationship management, and ensuring successful implementation and adoption of our financial technology solutions. 

The ideal candidate will be detail-oriented, highly productive, and able to thrive in a dynamic startup environment. You should be passionate about fintech and have a knack for translating technical features into tangible business benefits for our clients. You will play a key role in shaping our account management strategies and processes to support our growing user base. This position offers a competitive base salary with additional commission based on performance.

Key Responsibilities

• Build and refine the account management process to ensure scalability and efficiency. 
• Create strategic and creative account management processes to align with company goals, leveraging available data and insights.
• Develop and oversee onboarding and implementation process for new users, ensuring smooth adoption of features. 
• Drive revenue and user adoption, identifying opportunities for new feature adoption. 
• Proactively serve as the primary point of contact for users throughout their customer journey with personalized and automated communications.
• Assist with customer support to build relationships and trust with existing users. 
• Maintain active engagement with new and existing leads through creative communications designed to increase customer adoption and interest.
• Utilize a strong understanding of Truss and the value it can add to users; driving customer conversion, retention and advocacy. 
• Forecast and track key account metrics, preparing reports on account status.

Qualifications

• 5+ years experience in account management or implementation, preferably in the fintech or B2B SaaS industry.
• Past experience building and running account management processes.
• Strong understanding of financial technology and its applications in business. 
• Excellent communication skills with the ability to explain complex technical concepts to non-technical stakeholders. 
• Minimum 4 years experience managing CRMs and success systems.
• Minimum 2 years experience with customer support systems.
• [Bonus] Experience working in a startup environment.

Benefits

• Remote work environment
• Health benefits included
• Generous time off for vacation and personal days
• Work equipment provided
• Work with a friendly team in a fun work environment

Why Join Truss

We’re a small but mighty team experienced in this space, having successfully built a digital payments platform for construction companies in Canada (acquired). We value a highly collaborative, dynamic environment that’s highly supportive of each role. 

We purposefully build fun into our work environment with regular watercooler chats, virtual group events (ie. pizza-making lessons or guided meditation), annual in-person team events, and a general love of sharing what adventures/hobbies we’re all currently enjoying.