Account Manager (Bilingual: English/Québécois)

Job Type: Full-time

Key Responsibilities

• As an Account Manager, you will work with the Operations team, as well as our other internal teams and stakeholders, clients, and outlet partners to provide exceptional customer service and support.
• This role primarily supports English-speaking customers and partners and may also support Canadian French-speaking accounts as business needs evolve.
• Fluency in Québécois and English (both spoken and written) is required to ensure seamless support for both audiences when needed.
• Manage and grow relationships across a portfolio of accounts, serving as one of the day-to-day points of contact for account needs, questions, and transactions.
• Provide timely and high-quality customer support via phone, email, and other channels in English on a regular basis, and in Québécois as needed to support designated customers and partners.
• Handle service issues and account concerns from intake through resolution, including professionally de-escalating customer situations in English and in Québécois when applicable, and escalating any critical issues to the appropriate internal teams as needed.
• Complete required reporting accurately and on schedule, maintaining clear documentation of account activity and issue resolution.
• Perform accounting-related functions, including verifying service pricing and resolving discrepancies with internal teams and external partners.
• Proactively request, review, and validate transactional data (e.g., pricing, shipment/service weights, and related details) throughout the month and ahead of monthly close to support Finance and ensure accuracy.
• Participate in an on-call rotation as required (additional compensation provided accordingly) and respond to urgent client needs, primarily in English and in Canadian French as needed based on the account/customer.

Requirements

• Fluency in both English and Québécois required (spoken and written).
• 1 – 2 years of Microsoft Excel and Outlook experience.
• Strong communication and interpersonal skills.
• Exceptional organizational and time management skills.
• High level of attention to detail.
• Database management experience is preferred.

Core Qualifications

• Flexibility: You can quickly pivot and implement new ideas and methods. You are coachable and always looking and willing to learn from others. You are adaptable to changing priorities and/or processes. You have a growth mindset.
• Ownership: You are willing and driven to hold yourself accountable. You are reliable! And you hold yourself to a high standard. You welcome new challenges, are inquisitive, act and respond with purpose, and are solution-oriented when receiving constructive feedback. You are not easily deterred by adversity or roadblocks!
• Empathy: You consistently portray a positive attitude. You are approachable by all stakeholders and can quickly build a strong rapport. You are a strong team player and are passionate about our industry and company.
• Professionalism: You are polished, proactive, and effective in your communication (in all formats). You can compartmentalize effectively and safely to ensure optimal enthusiasm, productivity, and focus. You practice patience, excellent time management and exhibit high emotional intelligence. You are tech-savvy and able to navigate comfortably on multiple platforms.

Our Account Manager role is a work-from-home position. This is a full-time, benefits-eligible, non-exempt role, starting at $22.00/hour, with flexibility based on experience and qualifications. Our required business hours are Monday-Friday, from 8:00am – 5:00pm EST. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

Employee Benefits

• Northstar offers a comprehensive benefits package, and provides a generous employee contribution to our health, dental, and vision insurance premiums.
• We offer a 401(k)-retirement plan and match 100% of your first 4% of pay contribution to the plan; this matching contribution is 100% immediately vested.
• We also provide company sponsored short-term, long-term, and life coverage, as well as a multitude of supplemental and voluntary benefit programs.
• Northstar promotes a healthy work-life balance. In that spirit, we offer a competitive PTO package that includes vacation time, sick time, 7 observed federal holidays, 3 floating holidays, and additional time off each year for volunteer efforts.
• Northstar is a remote-first organization! We offer a fully remote working environment with virtual culture and teambuilding events to create and maintain a sense of belonging, connection, inclusivity between our team members.
• Northstar fosters professional development for employees within their roles and works to create opportunities for promotion to cultivate meaningful growth for Northstar employees.