Account Manager

The Account Manager – Digital & Website Experience has responsibility for managing and growing the client relationship on one or more accounts under the direction of an Account Director or VP, Client Partner. The Account Manager provides client and project team leadership, develops mid-senior level client relationships, and is regarded by the client as a trusted advisor in all aspects of digital transformation and web platform strategy. The Account Manager serves as the leader of a specific project team focused on digital solutions, which partners with clients across key vertical markets. He or she is responsible for client satisfaction, account revenue growth, and overall business profitability in digital services delivery.
You Will:
Manage the complete digital project lifecycle with select client organizations, from discovery through optimization and ongoing enhancement
Serve as the primary point of contact for clients and internal partners, fostering open, collaborative relationships and ensuring digital strategy alignment with business objectives
Own client satisfaction and success across all digital initiatives, targeting 100% client reference-ability and long-term partnership growth
Build strategic relationships with C-suite and digital leadership within client organizations
Lead digital transformation initiatives, website redesigns, ecommerce implementations, and platform migrations to successful delivery
Drive opportunities for deeper digital engagement—including website expansion, multi-channel integration, and emerging digital technology adoption
Demonstrate expertise across digital disciplines including web development, UX/UI, e-commerce, analytics, and digital marketing to provide quality assurance on all project deliverables
Maintain deep understanding of digital platform best practices, web accessibility standards, and e-commerce optimization strategies
Provide leadership, mentorship, and ongoing guidance to project teams, ensuring delivery excellence and client satisfaction
Communicate client's digital strategy, competitive landscape, and emerging technology needs to internal teams and leadership
Maintain thought leadership on digital industry trends, emerging technologies, platform innovations, and best practices in web and e-commerce solutions
Identify and champion cross-sell and upsell opportunities within the client's digital ecosystem (new platforms, enhanced capabilities, additional verticals)
Oversee development of comprehensive digital proposals, statements of work, and technical specifications with support from digital specialists and account leadership
Significantly grow the client relationship through expanded digital initiatives, additional digital channels, and increased annual digital investment
Proactively manage client expectations, communicate project risks, timelines, and scope changes to ensure alignment and trust
You Have:
2-3+ years of proven account management experience in digital, web, e-commerce, or digital marketing environments Hands-on experience managing complex digital transformation projects and large-scale website implementations ($2MM+ in annual digital services)
Deep knowledge of website architecture, design, development, and ongoing optimization/maintenance
Strong understanding of e-commerce platforms, content management systems (CMS), and digital technology stacks
Demonstrated expertise in digital analytics, conversion rate optimization, and data-driven decision making
Proven ability to translate client business objectives into comprehensive digital solutions and strategies
Familiarity with web development fundamentals, API integrations, and technical project requirements
Bachelor's degree or higher in one of the following areas: Computer Science, Web Design, E-Business, Business
Marketing, Engineering, or related field
Demonstrated understanding of digital marketing, web technologies, CMS platforms, e-commerce solutions, analytics tools, and internet technologies
Knowledge of digital project management methodologies, tools, and processes (Agile, Waterfall, or hybrid approaches)
Proven skills in technical negotiations, cross-functional leadership, and stakeholder alignment
Demonstrated excellence in written and oral communications with exceptional presentation skills—particularly explaining technical concepts to non-technical audiences
Strong interpersonal and relationship-building skills, with ability to establish trust and consensus across decentralized or remote teams
Exceptional problem-solving skills related to digital platform challenges, technical constraints, and user experience issues Ability to manage multiple complex digital initiatives simultaneously while maintaining quality and timeline adherence
Collaborative team orientation with experience coordinating across development, design, marketing, and other remote/ specialized teams
Strategic thinking with passion for digital innovation, emerging technologies, and continuous professional development
Growth mindset—willingness to take ownership of initiatives end to-end and proactively seek opportunities to deepen digital expertise
 What We Offer: 
Global maternity and parental leave
 Competitive benefits packages
Vacation, compassionate leave, sick days, and flex days
Access to online services for families and new parents
Diversity and Inclusion Board with 12 affinity groups
Internal learning and development programs
Enterprise-wide employee discounts 
  
Our new hires & employees are the future of our organization, and we want to set you up for long-term success. In an effort to do so, we expect our team to work in office a minimum of 3 days a week.
 
We continually review ranges to address skills, experience and markets. Base salaries are determined during our interview process, by assessing a number of factors that include, but aren’t limited to, a candidate’s experience and skills relative to the scope and responsibilities of the position. For current CM employees, tenure will also be a consideration.
Salary Range
$75,000—$80,000 CAD
Critical Mass is an equal opportunity employer. 
Critical Mass uses artificial intelligence in our recruitment process to enhance job postings, filter keywords during the review of prospective candidates, and, in some cases, transcribe interviews with our recruiters. Human review remains central to the process, and all hiring decisions are ultimately made by our team.
The Critical Mass Talent Acquisition team will only communicate from email addresses that use the URLs criticalmass.com, omc.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money, technology, or anything else to work for our company. If you believe you are the victim of a scam, please review your local government consumer protections guidance and reach out to them directly.
If U.S. based: 
If Canada based: 
If U.K. based: 
If Costa Rica based: