Account Manager

Cloud Metric Inc

Ottawa, ON

Hybrid work

$60,000–$75,000 a year - Permanent, Full-time Location Ottawa, ON Full

This role requires a candidate located in Ottawa, or close surrounding area About Us

We're a rapidly growing technology services group (Cloud Metric, Telecom Metric, Server Cloud Canada), headquartered in Kingston, ON and delivering AI, cloud infrastructure, IT managed services, cybersecurity, and VoIP solutions to 200+ clients across Canada.

We were founded on a simple principle: that companies win by putting the customer first, above everything else. We work to help our customers navigate their challenges, partnering with them so they have the right technology for their business. Our promise is to always do what is right for our clients — the highest levels of support, and sustainable, effective IT services and products fully aligned with their business needs.

We are in growth mode, and we're looking for talented people to help us deliver on that vision. About the Role

If you are obsessed with delivering amazing customer service, and thrive on building relationships founded on integrity, transparency and trust, read on. We're looking for an Account Manager to own the client experience across a portfolio of Ottawa-area accounts — from the first day of onboarding through to long-term partnership. This is a client-facing role first and foremost: you'll be based remotely in the Ottawa region, and you should expect to spend three or more days a week on site with your clients, because that is where relationships are genuinely built, with periodic visits to our Kingston head office.

Why this role exists

Ottawa is one of our fastest-growing markets, and clients there deserve an account manager who is close to them — physically and commercially. This role is a key part of our growth and success planning. Over time, success means a portfolio where onboarding runs to plan, escalations are rare and well-handled, clients renew without hesitation, and service growth happens because it is genuinely right for the customer — not because it was sold to them.

Your Impact and Responsibilities

Onboarding & Project Management (30%)

Work alongside the technical team and other departments so that every new client's expectations are not just met but exceeded.

Plan each client's onboarding as a defined project, with explicit timelines, checkpoints and end goals.

Deliver that plan to the client week by week, with regular, predictable communication updates.

Manage timelines and expectations throughout the onboarding, on site where it matters.

Proactively identify roadblocks — and bring solutions, not just problems.

Create a 30 / 60 / 90 day initial success plan for every new client.

Capture and apply project lessons learned so the next onboarding is better than the last.

Client

Success & Retention (40%)

Be the welcoming, reliable point of contact for clients in your portfolio — at the start, the middle and the end of the relationship.

Analyse account data proactively to drive better service delivery, rather than reacting to problems after the fact.

Act as the "voice of the customer" in every internal conversation, holding all departments accountable for putting the customer first.

Work with integrity at all times: hear client concerns,



and build responses and solutions that let them operate in the best possible environment.

Set and run regular client connects to review performance data and opportunities.

Act as the point of escalation — and of resolution — for customer issues.

Client

Growth & Strategic Partnership (30%)

Act as a true partner to your clients, developing a deep understanding of their business, their hopes and their aspirations.

Ensure their services stay aligned with those goals, and that our actions help them get there.

Stay aware of the full range of services that could unlock the potential of technology in their business.

Identify service changes and improvements to present to the client, always grounded in a "what's best for the customer" mindset.

Balance customer needs with sound unit economics, so growth is sustainable on both sides.

What You

Bring A high level of customer service experience, and a genuine instinct to put the customer first.

Exceptional client relationship skills, including the ability to satisfy both customer needs and unit economics.

Strong verbal and written communication skills, and the ability to work effectively across internal and external organizations.

Data-driven decision-making — you reach for the numbers before the assumption.

Excellent organizational and plan development skills, with the ability to manage multiple competing priorities in a fast-paced environment.

Continuous problem-solving, shown through results and execution rather than intent.

A proven track record of developing SOPs and iterating processes for continuous performance improvement.

Sound business and strategy judgement, proven ability to influence others, and strong analytical thinking.

Knowledge of industry best practices in customer service and project management.

Vendor management experience.

High emotional intelligence, and the willingness to keep learning as technology changes.

A valid driver's licence and access to a vehicle — this role involves travelling to client sites across the Ottawa region, and surrounding areas three or more days a week.

Legal entitlement to work in Canada. Nice to have

Change management experience.

Prior account management experience with large clients.

Experience in a similar "growth ready" environment.

Familiarity with cloud, networking or VoIP services.

Experience running formal project lessons-learned reviews. We're looking for certain prior experience and qualifications, but we also believe in the importance of character and alignment with our core values. If the role speaks to you and you meet only some of the list above, we'd encourage you to apply anyway. Core Values

Customer First

Honesty & Integrity

Growth Mindset

One Team, One Mission

Ownership

Resiliency Mentorship & Career Growth

We are dedicated to supporting new and existing team members. We have a broad mix of experience levels and tenures, and we continue to build and encourage an environment that celebrates knowledge sharing and mentorship.



We care about your career growth and strive to support learning and assign projects based on what will help each team member develop into a better, more well-rounded professional.

We believe that this allows each team member to grow at an accelerated pace and reach their full potential. We strictly adhere to the principle of meritocracy in terms of career growth opportunities. Inclusive and Diverse Culture

At Telecom Metric Inc., we are proud to embrace and celebrate our differences within the team. We recognize that diversity is one of our core strengths in terms of our business and its future growth. We are committed to furthering our culture of inclusion. Our core values and leadership principles guide our team members to seek out diverse perspectives, to learn from one another, to be curious, and to build trust. Work-Life Balance

Our team values work-life balance, and we recognize that whilst we operate a support service to our clients that can place demands on time, striking a healthy balance between personal and professional life is crucial to the success and happiness of the whole team. This role is based remotely in the Ottawa area, with three or more days a week spent on site with clients and occasional travel to our Kingston head office — so you get the autonomy of remote working alongside the face-to-face contact that makes the job worth doing. We encourage as much flexibility in schedules as the business needs allow.

Compensation

CA$60,000 – CA$75,000 annually, based on experience, plus bonus pay. Role Details

Vacancy status: This posting is for an existing vacancy.

Use of AI in hiring: AI tools are used to help screen and assess applications for this position. Every application is also reviewed by a member of our team, and all hiring decisions are made by people.

Application

Process

What to include A cover letter telling us about a client relationship you're proud of, and what you did to build it.

A résumé showing the impact you've had on the clients and businesses you've worked with.

Interview

Process

1st Stage

If we feel there is a match with an applicant, we will move them forward to a 1st stage interview, where we will focus on our core values and the candidate's alignment with them, whilst also assessing potential for future growth. In addition, it will be an opportunity to bring forward what they are looking for in an employer. This interview is an informal introductory conversation.

If there is a match at this stage, then the candidate will be moved to a second interview. 2nd Stage Interview

This stage will focus more on the technical aspects of the role and the specific technical and skill needs. The interview will include more structured questions.

If there is a continued match at this stage, then the candidate will be moved to a final interview.

Final Stage

Interview

This final interview will be an opportunity for the candidate to bring forward their thoughts on how they would approach the new role for the first 30, 60, and 90 days, and how they feel they will be able to impact the business. Benefits:

Casual dress

Life insurance

Mileage reimbursement

Wellness program Experience

Account management: 3 years (preferred)

Project management: 3 years (preferred) Location:

Ottawa, ON (required) Work Location: Hybrid remote in Ottawa, ON

📌 Account Manager (Ottawa)
🏢 Cloud Metric
📍 Ottawa