The Senior Account Manager serves as a trusted advisor and strategic relationship manager for a portfolio of Canadian colleges, universities, and educational institutions. Acting as the primary point of contact, this role is responsible for driving customer success, increasing share of wallet, identifying growth opportunities, and ensuring exceptional service delivery.
The successful candidate will possess a deep understanding of the Canadian international education ecosystem, including institutions, recruitment partners, pathway providers, and education technology partners, and serve as an advocate for customers internally while representing the voice of the education sector across the organization. This individual will collaborate closely with internal teams and external partners to deliver innovative solutions that enhance institutional effectiveness, student experiences, compliance, and operational outcomes.
Key Responsibilities
Strategic Account Management
- Manage and grow a portfolio of key education accounts across Canada, including universities, colleges, and other educational institutions.
- Develop and maintain strong relationships across all levels of assigned institutions, from executive leaders and strategic decision-makers to operational stakeholders, including international student recruitment teams, admissions, finance, registrar, student services, and administrative personnel, ensuring alignment, engagement, and successful outcomes throughout the organization.
- Conduct regular business reviews and strategic planning sessions with customers to understand evolving priorities, identify opportunities for value creation, and support institutional objectives.
- Drive customer retention, satisfaction, and long-term partnership growth through proactive account management and outstanding customer service.
Customer Advocacy & Relationship Management
- Serve as the primary liaison between customers and internal departments, including Compliance, Customer Care, Product Implementation, Operations, Finance, and Sales, ensuring coordination and seamless service delivery.
- Act as the voice of the Canadian education sector within the organization by sharing customer feedback, market insights, and strategic recommendations that support product and service improvements.
- Ensure timely resolution of complex customer issues and escalations while maintaining a high level of customer satisfaction and trust.
- Advocate for customer needs and collaborate with internal stakeholders to continuously improve the customer experience.
Growth & Revenue Expansion
- Identify, develop, and execute cross-sell and upsell opportunities that align with institutional goals and customer needs.
- Increase account penetration and share of wallet through strategic account planning, consultative engagement, and solution-based selling.
- Generate referrals, references, and introductions across campuses, departments, and institutions to expand opportunities for additional services and solutions.
- Support contract renewals, pricing discussions, and expansion opportunities while ensuring long-term customer success.
Partnership & Solution Development
- Work closely with Partner Managers and affiliated service providers to deliver comprehensive solutions that enhance institutional outcomes.
- Identify opportunities where partner-delivered services can improve operational effectiveness, student support, recruitment success, and institutional capacity.
- Coordinate across internal and external stakeholders to ensure successful implementation, adoption, and ongoing value realization.
Education Industry Expertise
- Maintain a deep understanding of trends, challenges, regulations, and opportunities within the Canadian higher education sector.
- Serve as a subject matter expert and trusted advisor to institutions on best practices, operational improvements, and innovative approaches that support student success and institutional growth.
- Proactively identify opportunities to help institutions improve capacity, streamline processes, enhance services, and better meet the evolving needs of students and stakeholders.
- Represent the education vertical internally and contribute insights that influence future product development, service enhancements, and strategic initiatives.
Operational Excellence
- Monitor account performance, utilization, and customer health metrics to identify risks and growth opportunities.
- Track customer satisfaction indicators and implement continuous improvement initiatives.
- Prepare account plans, forecasts, business reviews, and executive-level reports.
- Ensure compliance with company policies, contractual obligations, regulatory requirements, and service standards.
Qualifications
- Bachelor's degree in Business, Education, Marketing, or a related field, or an equivalent combination of education and experience.
- 7+ years of experience in strategic account management, customer success, sales, business development, or relationship management.
- Experience working with Canadian universities, colleges, educational institutions, or education-related organizations is strongly preferred.
- Proven success managing complex customer relationships and driving revenue growth within existing accounts.
- Demonstrated ability to engage effectively with both executive leadership and operational stakeholders.
- Strong consultative selling, negotiation, problem-solving, and stakeholder management skills.
- Exceptional verbal, written, presentation, and interpersonal communication skills.
- Highly organized, self-motivated, and able to work independently in a remote environment.
- Willingness to travel periodically within Canada to support customer engagement, industry events, and account development activities.
Key Performance Indicators
- Customer retention and renewal rates.
- Growth in account revenue and share of wallet.
- Customer satisfaction and Net Promoter Score (NPS) performance.
- Achievement of cross-sell and upsell objectives.
- Number and quality of customer referrals and references generated.
- Successful resolution of customer issues and escalations.
- Contribution to customer-driven product, service, and partnership enhancements within the education vertical.
Role Impact
The Senior Account Manager plays a critical role in strengthening and expanding relationships across Canada's higher education sector. Through exceptional customer service, strategic account management, industry expertise, and collaborative partnership development, this role helps institutions achieve their objectives while driving sustainable growth and long-term value for both customers and the organization.
About Convera
Convera is a global leader in commercial payments that powers international business by moving money with ease. We provide tech-led payment solutions to help more than 26,000 customers globally grow with confidence, from small businesses to CFOs and treasurers. As experts in foreign exchange, risk and compliance, with an unrivaled regulatory footprint, Convera’s financial network spans more than 140 currencies and 200 countries and territories.
Our teams care deeply about the value we deliver to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we expand our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.
We offer an abundance of competitive perks and benefits including:
- Competitive salary
- Opportunity to earn a bonus (dependent on performance)
- Great career growth and development opportunities in a global organization
- Corporate benefits
There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.
Apply now!
Pay Transparency Statement
Convera is committed to transparent, fair, and equitable hiring practices in full compliance with Canadian federal and provincial requirements.
- Compensation: This role pays [$100,000-126,000] per year
- AI Use: Convera does not use artificial intelligence to screen, assess, or select applicants.
- Vacancy Status: This posting is for an existing vacancy.
- Canadian Experience: Convera does not require Canadian work experience.
- Benefits: We offer a competitive benefits package, including health coverage, retirement savings options, paid time off, and wellness resources.
Final compensation and benefits will be discussed during the hiring process and may vary based on individual circumstances and business needs.
