Account Manager
ABOUT WEVEND
WeVend is the unattended commerce division of MONEXgroup, Canada's trusted payment solutions provider. We power self-serve kiosks, vending operations, and cashless payment experiences for merchants across Canada and the United States. Our clients range from operators running a handful of machines to enterprise-scale deployments — and every one of them depends on us to keep their business running.
We're a tight-knit team that moves fast, holds a high standard, and genuinely cares about the people we work with — both inside and outside the company. If you're looking for a role where your work is visible and your customers actually know your name, you've found it.
THE OPPORTUNITY
We're looking for a customer-first Account Manager to join our growing post-sale team. This is not a sales role — you won't be hunting for new business. Instead, you'll own the experience of our existing merchant clients from the moment they sign, through onboarding, and all the way through their lifetime with WeVend.
You'll be the face of WeVend to your portfolio of accounts. When a merchant has a question, a problem, or an idea, you're who they call. You'll work closely with our technical and field operations teams to resolve issues, and you'll proactively check in with clients to make sure things are running smoothly before problems surface. Your success will be measured on one thing above all: keeping clients happy and on the platform.
WHAT YOU'LL DO
Onboarding & Launch
- Guide newly signed merchants through account setup, terminal configuration, and go-live.
- Deliver training (remote or on-site as needed) to ensure clients can operate their WeVend solution confidently from day one.
- Set clear expectations and timelines, and follow through on every commitment.
Ongoing Relationship Management
- Maintain a portfolio of accounts through regular check-ins, usage reviews, and proactive outreach.
- Build genuine relationships with clients — understand their business, anticipate their needs, and be a trusted advisor.
- Identify at-risk accounts early and develop retention strategies before churn becomes a risk.
- Surface opportunities for expanded services or additional placements and pass them to the sales team.
Issue Resolution & Support
- Serve as the client's advocate internally — coordinate with technical support, field technicians, and billing to resolve issues quickly.
- Manage client escalations with calm, clear communication and a drive to close the loop.
- Track open issues and follow up relentlessly until resolved.
Reporting & Process
- Maintain accurate, up-to-date records in the CRM for all client interactions, issues, and account status.
- Contribute to team reporting on retention, CSAT, and account health metrics.
- Identify recurring issues or process gaps and bring ideas for improvement to the team.
WHO YOU ARE
- We're looking for someone who brings all three of the following to the table:
- Calm under pressure — Merchants can be frustrated. You know how to de-escalate, keep your composure, and turn a difficult call into a positive impression.
- A proactive communicator — You don't wait for problems to come to you. You check in regularly, flag risks early, and keep clients informed even when the news isn't great.
- Organized and process-driven — You can juggle a portfolio of accounts without anything falling through the cracks. You use your tools, keep your notes current, and follow through consistently.
WHAT WE'RE LOOKING FOR
Required:
- 3–5 years of experience in account management, client success, or a customer-facing support role.
- Hands-on experience with a CRM platform (Salesforce, HubSpot, Zoho, or similar).
- Familiarity with payment terminals, POS systems, or fintech/payments products — you understand how these solutions work and can speak to them comfortably with clients.
- Excellent written and verbal communication skills — professional, clear, and personable.
- Strong organizational skills and the ability to manage multiple priorities simultaneously.
- Located in or near Toronto and able to work in a hybrid arrangement.
Strongly Preferred:
- Experience in unattended retail, vending, kiosk, or merchant services industries.
- Background working in a small, fast-paced team where you've had to wear multiple hats.
- Experience with ticketing or support platforms (Zendesk, Freshdesk, or similar).
- Bilingual (English/French) is a definite asset.
WHAT WE OFFER
- Salary: $55,000 – $75,000 base, commensurate with experience
- Bonus: Performance bonus tied to retention and client satisfaction metrics
- Benefits: Comprehensive group health and dental coverage
- Work Model: Hybrid — Toronto-based; mix of in-office and remote
- Vacation: 3 weeks paid vacation to start
- Growth: A growing team with real room to develop and take on more responsibility
- Environment: Small, high-accountability team where your contributions are noticed
Please note: shortlisted candidates will be subject to employment verification and reference checks as part of our standard screening process.
Job Types: Full-time, Permanent
Pay: $55,000.00-$75,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
Work Location: Hybrid remote in North York, ON
