Account Relationship Manager

Job Description:

Account Relationship Manager

Innovative Computer Solutions (ICS) - Jonas Software

Remote USA

Position Overview

Innovative Computer Solutions (ICS), provider of WineSuite - WinePOS, WineCommerce, and WinePayments solutions for the wine & spirits retail industry, is seeking a commercially driven Account Relationship Manager (ARM) to own and grow a defined portfolio of existing accounts.

This role blends structured account management discipline with proactive revenue expansion. The ARM is responsible for strengthening client relationships, improving retention, increasing payments and ecommerce adoption, and driving incremental hardware and software sales across the installed base.

This is not a passive support role — it is a revenue-generating, relationship-led position directly aligned with ICS’s strategic priorities of payments expansion, ecommerce growth, and operational scalability.

Core Responsibilities

1. Account Ownership & Revenue Expansion

• Own a defined portfolio of current customers.

• Drive gross and net revenue retention across assigned accounts.

• Identify and close expansion opportunities including:

  • WineSuite Payments adoption and optimization

  • WineCommerce implementation and upgrades

  • Hardware refresh and expansion

  • Additional software modules and services

• Maintain and execute a structured sales plan outlining quarterly, monthly, weekly, and daily sales activities that can be clearly communicated to management.

• Forecast account activity and expansion revenue accurately in Salesforce (SF).

2. Proactive Account Management & Relationship Development

• Maintain and improve current customer relationships via structured contact schedules.

• Conduct account audits to identify system gaps, optimization opportunities, and growth initiatives.

• Contact current customers based on ranked order by outside sales personnel.

• Collect and update pertinent customer information within Salesforce.

• Request referrals and new leads from current customer base and pass qualified opportunities to outside sales via SF lead process.

• Build executive-level relationships with retail owners and operators.

• Relate effectively to all levels within client organizations and build appropriate rapport.

3. Product & Industry Expertise

• Develop and maintain in-depth knowledge of:

  • WinePOS

  • WineCommerce

  • WineSuite Payments

  • All ICS hardware and service offerings

• Stay current on liquor industry trends, regulatory considerations, and competitive offerings.

• Understand customer operational workflows and identify ways ICS solutions can improve efficiency, compliance, and profitability.

• Set up and moderate webinars and product demonstrations as needed.

4. Data-Driven Account Strategy & CRM Discipline

• Maintain accurate, up-to-date Salesforce records including:

  • Account health metrics

  • Installed products

  • Payments penetration

  • Ecommerce adoption

  • Hardware lifecycle opportunities

• Use existing tools to build and execute structured account plans.

• Monitor risk indicators and proactively address churn signals.

• Provide management with clear visibility into account activity and pipeline.

5. Communication, Negotiation & Execution

• Present confidently in both formal and informal settings.

• Negotiate effectively in challenging situations and resolve issues with minimal disruption.

• Remain composed under pressure and solution-oriented.

• Demonstrate strong follow-through and a drive to close opportunities.

• Operate with integrity, trust, and professionalism at all times.

Performance Metrics

• Net Revenue Retention (NRR)

• Gross Revenue Retention (GRR)

• Expansion revenue (software, hardware, payments)

• Payments penetration rate

• WineCommerce adoption rate

• Salesforce accuracy and activity discipline

• Lead referrals generated

• Account engagement cadence compliance

Qualifications

• BS/BA in business, technical field, or equivalent work experience.

• 5+ years in account management, sales, or customer relationship roles (SaaS, POS, retail technology preferred).

• Strong business acumen with the ability to identify revenue opportunities.

• Knowledge of the liquor retail industry preferred.

• Strong presentation, negotiation, and closing skills.

• Excellent organization and time management skills.

• Comfortable leading webinars and product demonstrations.

• Creative thinker who identifies new sources of opportunity and connects ideas effectively.

• Results-driven, self-motivated, and highly accountable.

• High integrity and trustworthiness.

• Ability to build rapport at all levels and remain composed under pressure.

Ideal Candidate Profile

• Thinks commercially, not transactionally.

• Treats the installed base as a growth engine.

• Has the discipline to execute structured outreach consistently.

• Is energized by closing expansion deals.

• Understands SaaS, recurring revenue, and payments economics.

• Brings energy, drive, and a strong need to finish.

Why This Role Matters at ICS

As ICS scales its SaaS, ecommerce, and integrated payments ecosystem, the Account Relationship Manager plays a critical role in transforming our customer base into long-term strategic partners.

This position ensures:

• Customers fully leverage the ICS platform

• Payments adoption increases

• Ecommerce penetration expands

• Hardware refresh cycles are optimized

• Recurring revenue grows predictably

This is a high-visibility, high-impact role within ICS’s next phase of operational excellence and growth.

Account Relationship Managers are paid a Base Salary plus commissions based on monthly sales, as well as a generous benefits package that includes Health, Dental, and Supplemental Insurance, 401K, and 4 weeks total PTO.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.