Key Account Manager, AMER

WHO WE ARE: Founded in 2013, Ignition is the leading revenue and billing automation platform for firms and agencies to transform their sales, billing and payment processes. Ignition automates proposals, engagement letters, invoicing, payments and workflows in a single AI-powered platform, empowering 8,500+ businesses to sell, bill and get paid for their services with ease. To date, Ignition customers have managed relationships with over 2.4 million clients and earned $13b in revenue via the platform. Ignition's global workforce spans Australia, Canada, New Zealand, the Philippines, US and the UK. COMPANY VALUES: - We are better everyday - We work without ego - We are smarter together - We hero our customer Role Location: Our AMER team spans the US & Canada. We are seeking candidates with the legal right to work in Toronto, Canada or within the province of British Columbia. Hybrid Work Environment: If based in Toronto, this role requires one in-office days per week (currently Tuesdays). Our office is located at 100 University Avenue in the Financial District, near Union Station and the TTC. British Columbia employees work remotely. Hours of Work: Eastern time zone hours (ie: 9am-5pm - however, you’ll have to flex occasionally to manage Pacific time zone requests to meet global colleagues/internal team meetings). ABOUT THE ROLE The Ignition Key Accounts team helps accounting and professional services firms and their clients transform the way they work together, and are responsible for driving Ignition’s long-term revenue expansion and customer retention. This Key Account Manager role sits within our mid-market focused pod, partnering with larger, more complex accounting firms and professional services businesses. These customers often have more sophisticated service offerings, operational structures, and implementation needs, requiring a deep level of industry expertise and strategic guidance. The typical Key Account Manager is a person who knows that you win by building a trusting relationship while challenging the status quo and assisting with change management. Our team motto is “win the keys to the office”; Your customers value your input and expertise so much that they’d be willing to give you a key to their office. As a Key Account Manager, you are responsible for guiding our customers through their journey as soon as they purchase Ignition. From supporting them through their roll-out plan, advising on implementation and change management, to providing expertise on scaling a modern professional services business, you will be the face of Ignition for the customer, and the expert they value most. You bring a strong understanding of how larger accounting firms and professional services organizations operate, whether from working within them or partnering closely with them. You use that insight to deliver meaningful, tailored outcomes. You always aim to deliver an exceptional customer experience while using the tools available to you to know when to engage and when to empower customers to move independently. You will aim to drive Ignition’s expansion revenue primarily through the adoption of our payment solution. You’ll proactively identify opportunities within your customer portfolio to increase attach rate, particularly across more complex service lines and teams. Equally, you’ll be highly attuned to risk signals and take a strategic, consultative approach to retaining customers and ensuring they achieve their expected ROI. WHAT YOUR DAY TO DAY WILL LOOK LIKE: - Proactively manage and grow a portfolio of mid-market and SMB customers, navigating multiple stakeholders and complex organizational structures. - Build strong, trusted relationships with key decision-makers and influencers to support successful roll-outs, drive adoption, and achieve measurable ROI while increasing referral potential. - Lead customers through onboarding and implementation journeys, including workflow mapping, change management, and cross-team alignm…