Dorigo Systems is one of Canada’s leading Electronics Manufacturing Services (EMS) providers, delivering high-quality solutions for customers in medical, industrial, mining, oil & gas, and technology markets. We combine advanced MES/ERP systems with deep manufacturing expertise to ensure quality, reliability, and scalability for our customers.
We are looking for a Program Manager/Account Manager who is responsible for managing and growing a portfolio of Dorigo’s key customer accounts. This role focuses on strengthening customer relationships, identifying growth opportunities, and ensuring a seamless customer experience across engineering, operations, and business development.
The Program Manager/Account Manager will act as the primary point of contact for assigned accounts and will partner closely with internal teams to deliver value, increase customer retention, and drive account growth.
Key Responsibilities
Strategic Account Ownership and Growth
- Lead the relationship and overall account strategy for a portfolio of Dorigo’s most strategic and high-revenue customer accounts.
- Develop and execute long-term account growth plans focused on bookings, revenue, profitability, retention, and increased share of customer business.
- Build and maintain executive-level relationships with key customer decision-makers and stakeholders.
- Identify, qualify, and lead strategic upsell, cross-sell, and new program opportunities within assigned accounts.
- Understand customers’ business plans, market conditions, and long-term requirements, positioning Dorigo as a preferred EMS partner.
- Monitor account performance, risks, and opportunities, and establish action plans to achieve account objectives.
Commercial Leadership And Customer Experience
- Lead major commercial discussions, pricing reviews, negotiations, and contract-related matters in collaboration with Dorigo leadership and relevant internal teams.
- Drive account profitability and support sound commercial decisions while balancing customer requirements and Dorigo’s business objectives.
- Lead strategic Quarterly Business Reviews (QBRs), executive business reviews, and key customer planning sessions.
- Lead critical customer escalations, coordinating cross-functional resources and maintaining customer confidence through resolution.
- Monitor customer satisfaction and account health, and proactively address service, delivery, quality, and communication concerns.
Cross-Functional Collaboration and Leadership
- Partner with Operations, Engineering, Supply Chain, Quality, Planning, and other internal teams to align business priorities with customer requirements.
- Collaborate with Business Development Managers (BDMs) on strategic opportunities, new account onboarding, and transition of new customers into long-term partnerships.
- Work with Technical Sales Managers (TSMs) on complex technical requirements, new product introductions, and customer growth opportunities.
- Mentor and coach Customer Account Managers and Customer Account Coordinators, sharing account management practices and supporting professional development.
- Contribute to Sales department planning, process improvements, forecasting discipline, and consistent account management practices.
- Provide leadership with account updates, bookings and revenue forecasts, risks, growth opportunities, and recommendations.
Performance Metrics
- Bookings, revenue growth, and profitability across assigned strategic accounts.
- Customer retention, satisfaction, and strength of executive-level relationships.
- Achievement of account growth plans and identification and capture of new program opportunities.
- Effective resolution of major customer escalations and delivery of strategic customer commitments.
- Contribution to the development and performance of CAMs and Customer Account Coordinators.
Qualifications And Skills
- Bachelor’s degree in business or a related field, or equivalent relevant experience.
- Typically, 5+ years of experience in account management, preferably in Electronics Manufacturing Services (EMS), distribution, or technology industries, including experience managing strategic or high-value accounts.
- Demonstrated track record of growing customer bookings and revenue while protecting account profitability and retention.
- Experience leading executive-level customer relationships, complex commercial negotiations, and strategic business reviews.
- Strong business acumen and ability to understand technical solutions and translate them into customer and business value.
- Demonstrated leadership, coaching, mentoring, and cross-functional collaboration skills.
- Excellent communication, presentation, negotiation, and relationship-building skills.
- Highly organized, proactive, commercially minded, and customer focused.
- Experience with CRM platforms (HubSpot preferred) and account forecasting/reporting.
Why Join Dorigo?
- Be part of a high-growth Canadian EMS provider serving global industries.
- Work with an innovative team and advanced manufacturing technology.
- Opportunity to shape account growth strategies and have direct impact on Dorigo’s long-term success.
- We have an extraordinary +100K square foot state of the art purpose-built facility with an on-site gym in the Glenlyon Business Park in Burnaby, BC
What We Offer
- Exceptional state-of-the-art facility
- Competitive Compensation
- On-site gym
- Paid vacation at the time of hire
- Company paid health benefits after 3 months employment
- RRSP matching after 1 year of employment.
- Opportunities for In-house training for industry standards
- Opportunities for on-the-job training to ensure compliance with processes and work instructions.
Job Type: This is an in-person full-time position (40 hours per week) from Monday to Friday at our warehouse in Burnaby, BC
Salary: $60,000-$90,000 base salary plus performance-based commission
If you are interested in exploring this exciting opportunity, please apply with your cover letter and resume.
We thank all applicants for their interest. However, only those selected for an interview will be contacted.
At this moment we can consider only local candidates for this role that currently reside in Lower Mainland, BC.
Dorigo Systems Ltd. is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression, or training and development, we are committed to improving opportunities for people of all backgrounds.
