We are seeking two (2) Key Account Managers (KAMs) to support a limited portfolio of high-value enterprise customers across Canada and the United States. This role is designed for relationship owners who excel at proactive account stewardship, cross-functional coordination, and operational follow-through rather than transactional sales.Role OverviewThe Key Account Manager is the primary owner of the customer relationship for assigned enterprise accounts. The role focuses on proactive account management, issue resolution, and ensuring customers receive ongoing value, alignment, and operational excellence.The KAM is expected to anticipate issues before they elevate, communicate clearly, and ensure accountability across internal and external stakeholders.Manage a limited portfolio of high-value enterprise accounts as the main point of contactBuild trusted, long-term relationships with customer stakeholdersConduct regular account health check-ins, usage reviews, and service follow-upsRepresent PosiTrace with a consistent, professional customer experienceProactive Account & Issue ManagementIdentify risks, operational gaps, or service issues before escalationCoordinate with Support, Operations, Finance, Product, and Sales to resolve issuesTrack issues end-to-end and manage customer expectationsMaintain full ownership of problem resolutionProject Management & Cross-Functional CollaborationLead customer-related initiatives and act as project manager when requiredAlign internal teams and customers on timelines, responsibilities, and outcomesEnsure installations, configurations,



and operational changes are executed correctly and on timeMaintain clear documentation and follow-upsEnsure customers are properly onboarded, trained, and actively using the platformReview usage patterns and recommend best practicesIdentify opportunities to improve customer workflows and efficiencyCapture and relay customer feedback to internal teamsReview billing, subscriptions, and invoices for accuracyPartner with Finance to resolve billing issues proactivelyReview contracts, amendments, and renewals for alignment with approved termsEnsure systems accurately reflect pricing, services, and subscriptionsOnboarding & Account ChangesSupport onboarding of new users within existing enterprise accountsCoordinate access, setup, and platform navigationEnsure device installations are scheduled, executed, and validated correctlySuccess is measured by account health, retention, operational excellence, and customer satisfaction.RequirementsFluent spoken and written English and Spanish (required)Experience in Account Management, Customer Success, or Technical Account ManagementStrong project management and organizational skillsAbility to collaborate across teams and manage competing prioritiesExperience with CRM and internal operational toolsExcellent communication, stakeholder management, and attention to detailCustomer-centric mindset with enterprise-level relationship experienceAbility to multitask and prioritize effectivelyTechnical or Business degree (preferred)Compensation & GrowthCompetitive base salary (no commission)-term growth as portfolio size and complexity increaseSalary progression tied to scope, impact, and responsibility (structure to be defined)Prospect to grow within a stable, people-centric organization

📌 Spanish Speaking Key Account Manager (Saas) (Toronto)
🏢 PosiTrace
📍 Toronto