About the Company
Founded in Hamilton in 2019, Space Ops Inc. is a technology development company on a mission to make money movement and online commerce faster, smarter, and more secure for everyone in Canada.
We started Space Ops with a simple belief: the software that runs finance and commerce should be as modern, fast, and intelligent as the people who depend on it. In just seven years, we've grown into a trusted engineering partner for 100+ Canadian businesses.
Today, the platforms and apps we build quietly serve more than 20 million Canadians - processing payments, powering storefronts, and protecting transactions around the clock. We build on the latest and greatest technology, and we've successfully woven AI and automation into everything we do.
The Opportunity
The Account Manager is responsible for building and maintaining strong merchant relationships while ensuring the successful delivery of products and services that meet customer needs. This role serves as the primary point of contact for assigned accounts, driving merchant satisfaction, retention, and growth through proactive relationship management, strategic planning, and cross-functional collaboration. The Account Manager partners closely with internal teams to deliver exceptional customer experiences while identifying opportunities to expand business and support organizational objectives.
What You'll Be Doing
Merchant Relationship Ownership
You will build and maintain strong merchant partnerships by:
- Serving as the primary point of contact for assigned merchants, maintaining a deep understanding of their business, priorities, challenges, and history while building trusted long-term partnerships
- Developing and maintaining trusted relationships with key merchant stakeholders and decision-makers
- Conducting regular meetings to understand merchant goals, priorities, and business needs
- Ensuring timely resolution of merchant inquiries, concerns, and service-related issues
Account Growth & Business Development
You will support account growth by:
- Identifying opportunities to expand existing merchant relationships through additional products and services
- Monitoring account health, merchant activity, transaction flows, support trends, and business performance to proactively identify risks, opportunities and areas for improvement
- Developing account plans that align customer objectives with organizational solutions
- Preparing proposals, presentations, and business reviews for merchants
- Collaborating with Sales and Leadership to support contract renewals and business development initiatives
Cross Functional Coordination & Execution
You will ensure successful merchant outcomes by:
- Ensuring continuity of knowledge across all internal teams
- Coordinating with internal teams to ensure timely delivery of products, services, and projects
- Managing merchant expectations, project timelines, and key deliverables
- Facilitating communication between merchants and internal stakeholders throughout project lifecycles
- Monitoring project progress, addressing risks or challenges proactively, and removing friction for merchants
- Ensuring all merchant commitments are delivered with accuracy, quality, and professionalism
Product Knowledge& Technical Communication
You will demonstrate product knowledge by:
- Developing a strong understanding of products, services, integrations, and merchant workflows to accurately answer questions and explain solutions
- Understanding and communicating technical concepts effectively to technical and non-technical stakeholders
- Providing accurate and consistent guidance to merchants
Merchant Success & Operational Excellence
You will strengthen customer success by:
- Monitoring merchant satisfaction and acting on feedback to improve the customer experience
- Maintain visibility of all merchant requests, commitments, escalations, action items, timelines, dependencies, and resolutions to ensure no issues are overlooked
- Maintaining accurate account documentation, activity records, and CRM information
- Preparing reports and account summaries for leadership and merchants
- Collaborating with Finance regarding invoicing, renewals, and account-related matters as required
- Supporting onboarding activities for new merchants and ensuring a seamless transition into ongoing account management
Continuous Improvement & Business Intelligence
You will contribute to organizational success by:
- Identifying opportunities to improve account management processes and merchant service delivery
- Capturing and sharing merchant insights, feedback, trends, and escalations merchant insights to support product improvements and business planning
- Staying informed on industry trends, market developments, and competitor activity
- Supporting strategic initiatives that improve customer retention and long-term partnerships
- Taking ownership of special projects and initiatives that support business growth and operational effectiveness
What We're Looking For
- 3+ years of experience in account management, customer success, client relationship management, or a related role
- Demonstrated ability to build and maintain strong client relationships
- Experience managing multiple accounts and competing priorities in a fast-paced environment
- Technical curiosity and problem-solving skills, with the ability to understand product capabilities, investigate issues, collaborate effectively across cross-functional technical and non-technical teams, and communicate solutions accurately and clearly to clients.
- Strong business acumen and problem-solving abilities
- Experience preparing presentations, business reviews, and client-facing communications
- Proficiency with CRM systems and Microsoft Office Suite
- Excellent organizational, negotiation, and time management skills
- Strong written and verbal communication skills
- Space Ops welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Compensation & Perks
- $70,000 – 80,500 Annual Compensation
- Annual Bonus
- Health & Dental Benefits
- Health & Wellness Spending Accounts
- Perkopolis Staff Discounts
- On-site Gym + Planet Fitness Membership Concession
- Coffee Bar with Barista + Unlimited Snacks
- Monthly Events, Friday Lunches & Daily Breakfast
- Professional Growth & Development Opportunities
Diversity, Equity & Inclusion Statement
At Space Ops, we believe that diverse perspectives, experiences, and backgrounds drive innovation and strengthen our ability to serve our customers and communities. We are committed to fostering an inclusive workplace where every employee feels respected, valued, and empowered to contribute their best work.
We welcome applicants from all backgrounds, including people of any race, ethnicity, religion, gender identity or expression, sexual orientation, age, disability, veteran status, or other characteristic protected by applicable law. We are committed to providing equitable employment opportunities and an accessible recruitment process for all candidates.
If you require accommodation during any stage of the recruitment process, please let us know, and we will work with you to meet your needs.
AI Disclosure: As part of our recruitment process, we may use AI enabled tools to support the screening and assessment of applications. All AI generated recommendations and outputs are reviewed and validated by our recruitment team.
