Account Manager

TLC Pet Food is a growing e-commerce pet food company serving both pet professionals and pet owners across the United States and Canada. We are committed to providing our customers with premium quality pet food, incredible value, and unmatched customer service. In this role, you will be responsible for building and maintaining strong relationships with pet professionals to support their success within our unique Pet Pro Program.

Role Summary

The Account Manager is responsible for building and maintaining strong relationships with an assigned group of Pet Professionals. This role serves as a trusted resource and primary point of contact, helping customers navigate their account, get the most value from our products and programs, and resolve challenges along the way.

The ideal candidate is personable, proactive, organized, and genuinely enjoys working with people. Success in this role comes from understanding customers, building trust, providing exceptional service, and creating long-term partnerships.

Reports To: Manager, Account Manager

Location: In office, New Hamburg, ON.

Working Hours: Monday to Friday 8:30 am to 4:30 pm (40 hours per week)

Experience Required: Minimum 1+ years of sales/account management experience

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Key Responsibilities

1. Account Management & Customer Relationships

· Serve as the primary point of contact and trusted resource for an assigned portfolio of Pet Professionals. Own the performance and growth of your assigned customers.

· Build and maintain strong, genuine relationships with customers through consistent communication and exceptional service.

· Develop a strong understanding of each customer's business, needs, goals, and challenges.

· Proactively check in with customers, listen to their feedback, and identify ways to better support their business.

· Manage day-to-day account needs, including orders, communications, marketing materials, customer checklists, annual reviews, and program support.

· Help customers make the most of the Pet Professional program, products, and services available to them.

· Identify opportunities to strengthen customer engagement, product adoption, and long-term account relationships.

· Work closely with internal teams to resolve customer concerns and ensure a seamless customer experience.

2. Cross-Functional Collaboration

· Partner with Marketing, Operations, Customer Service, and Sales Leadership to address customer needs and improve the overall customer experience.

· Share customer feedback, industry trends, and account insights with internal teams to help improve products, services, and programs.

3. Customer & Industry Engagement

· Stay informed on customer needs, industry trends, and competitive activity.

· Participate in customer visits, industry events, and other opportunities to strengthen relationships and better understand the Pet Professional community.

4. Travel Expectations

· Although this role is in the office, customer visits are encouraged as an important part of building strong relationships and understanding account needs.

· Occasional travel to our Buffalo, NY office and customer locations may be required. A valid passport is required for the role.

5. Other responsibilities as directed by the Sales Management.

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Essential Skills & Experience

· Bachelor’s degree in business, Sales, Marketing, or a related field preferred. Equivalent sales or account management experience may be considered.

· Demonstrated experience in cross-functional teams, ideally in an agile environment.

· Strong interpersonal and relationship-building skills with the ability to build trust and rapport with a wide range of customers.

· Problem-solving prowess; ability to navigate ambiguity and shifting priorities.

· Strong organizational and time-management skills with the ability to manage multiple accounts and priorities.

· Comfortable using CRM, Google, and other business software.

· Ability to analyze sales data and translate insights into action.

Nice-to-Have Qualifications

· Experience in the Pet Industry and Pet Nutrition.

Personal Qualities

We look for those who are proactive, coachable, and always ready to learn. Curiosity and resilience in the face of challenges are just as important to us as technical expertise.

If you do not meet every requirement but feel you’re a strong fit for this role, we encourage you to apply—skill sets are diverse, and passion can’t be replaced.

Pay:

· Base salary: $65,000 - $75,000 + additional performance bonus opportunities

Pay: $65,000.00-$75,000.00 per year

Benefits:

• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• RRSP match

Work Location: In person