Job Summary

An Account Manager is a sales skilled who performs a variety of duties aimed at managing the employer’s customer relationships, as well as developing new business from existing customers. Once a prospect becomes a customer, the Account Manager is responsible for ensuring the customer’s successful onboarding, successful ongoing use of the software, as well as for the longevity of the business relationship and its growth.:

Helm Operations is hiring a Hybrid Account Manager to serve as our dedicated bridge between East Coast North American and European maritime accounts. You will manage a portfolio of accounts across Helm CONNECT — including flagship European customers - while also carrying a set of East Coast North American accounts that align with your timezone availability.

The role operates on an 8-hour workday starting at 7:00 AM EST (ending 3:00 PM EST). This schedule covers European clients during their afternoon business hours (13:00–17:00 CET) and North American clients through the rest of the morning.

WHAT YOU'LL DO

- Own and grow a portfolio of accounts across European and East Coast North American maritime operators
- Operate as the lead point of contact for all matters specific to the customer and their success on the system.
- Lead quarterly business reviews, renewal discussions, and upsell conversations with customers in both European and North American markets
- Serve as the primary point of contact for European customers during CET afternoon hours (13:00–17:00 CET / 07:00–11:00 EST)
- Collaborate with the AE team on expansion opportunities within your book
- Use AI tools (Claude, Salesforce Einstein, Sisense) to manage a large account book efficiently and surface upsell signals proactively
- Build and contribute to a European AM playbook for the broader team
- Discover additional product or training needs our customers may have
- Build and maintain strong,



long-lasting customer relationships
- Monitor software usage – develop baselines for average usage by customer and identify increasing or declining usage for upselling or risk mitigation
- Develop a trusted advisor relationship
- Communicate the progress of initiatives to internal and external stakeholders
- Assist with high severity requests or issue escalations as needed
- Proactively communicate with the team as an advocate for customers
- Maintain records of interactions with customers including minutes from scheduled or unscheduled meetings

WHAT WE'RE LOOKING FOR

- 2–4 years of SaaS account management or customer success experience
- Comfortable with an early-start schedule (7:00 AM EST start, 3:00 PM EST finish)
- Experience with or strong interest in maritime / industrial operations software (nice to have, not required)
- Confident communicator with European clients — cultural fluency in Northern European business norms is an asset
- Data-driven: comfortable with CRM data, usage dashboards, and health scoring
- Active user of AI tools for drafting, research, and productivity
- Based on Eastern Timezone (Canada or US East Coast)
- Highly organized and able to respond to shifting priorities.
- Must be willing to travel for up to 1 week per calendar quarter.

Qualifications

- Diploma, Degree or Technical Certification in related field or proven equivalent experience.
- Strong customer service and interpersonal skills, and able to handle challenging situations with composure, professionalism, and courtesy.
- Previous experience in Account Management - preferably in a subscription-based business.
- Able to work on multiple assignments in a team environment.
- Possess strong communication, customer orientation and positive attitude.
- Aptitude for acquiring technical skills and an eagerness to learn is an asset.
- Must hold a valid passport with ability to travel outside of Canada for work.

Worker Type

RegularNumber of Openings Available

1

📌 Account Manager (Nova Scotia)
🏢 Helm Operations
📍 Nova Scotia