Account Manager

Scout has been in a steady, intentional growth phase for more than 10 years, expanding our capabilities while building a highly experienced, long‑tenured team. We are a 23‑year‑mature technology partner that functions as the in‑house IT department for our clients—providing user support, AI & cybersecurity guidance, cloud management, and project services—while also extending our expertise to senior care communities through voice, nursecall and wander‑management solutions. Our team of 31 people averages more than six years with Scout, a clear indicator of our stability, culture, and commitment to long‑term success.

Our purpose is to utilize technology to simplify lives, both for our clients and our team. That focus keeps us learning, improving, and adapting every day. We work from our Langley head office, across British Columbia, and through our teams in Guatemala and the Philippines — all aligned around supporting each other, delivering great work, and having fun along the way. Our hybrid work model balances collaboration and flexibility. This role requires at least two days per week in the office, along with occasional client‑site visits.

As we continue our growth, we’re adding an Account Manager who can take ownership of client relationships and drive meaningful business outcomes. This role requires a mix of business‑process insight, technical understanding, and disciplined follow‑through. You will lead quarterly reviews for roughly half of our client base and work closely with internal teams to scope solutions that solve real operational problems and strengthen client partnerships.

What You’ll Do

• Build strong relationships with clients and learn how their teams and processes actually function.
• Work with Sales Coordinator to prepare and deliver Technology Business Reviews, mapping lifecycle needs and planning upgrades with clarity and accountability.
• Identify service and product opportunities that provide real business value—not upsells for the sake of upsells.
• Serve as the primary point of contact for assigned clients and ensure they always know where to go for answers.
• Translate client needs into actionable service or project requirements, working with Sales Engineering when custom scoping is required.
• Quote standard services directly; escape only when a true technical design is needed.
• Present approved proposals, explain the reasoning behind them, and drive decisions.
• Understand how managed service agreements work and ensure clients receive the value they’re paying for.
• Maintain consistent review cadences and keep client roadmaps on track.
• Act as the internal advocate for your clients while holding them accountable for decisions and timelines.
• Coordinate with internal teams to ensure any technical or service issues are resolved quickly and without excuses.

What We Look For

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