Account Manager

At ECI, we specialize in providing cutting-edge software solutions tailored specifically for the manufacturing industry. Our innovative technology empowers manufacturers to streamline operations, optimize production processes, and drive overall efficiency. As we continue to expand our market presence, we are seeking a dynamic and results-driven individual to join our Account Management team.

The Account Manager serves as the strategic partner for an assigned portfolio of manufacturing customers using our Deacom ERP solution. By developing a deep understanding of each customer's business, earning executive trust, and helping customers realize the full value of their partnership with ECI, the Account Manager identifies opportunities to expand the relationship while driving customer success, retention, and revenue growth.

Success in this role requires curiosity, a consultative mindset, accountability, and a passion for building long-term partnerships that create value for both the customer and ECI.

What Success Looks Like

Successful Account Managers at ECI are naturally curious, proactive, and committed to continuous learning and growth. They take ownership of their customer relationships, seek to deeply understand each customer's business, embrace feedback, focus on what they can control, and collaborate across teams to create meaningful outcomes for customers and ECI.

They approach every customer interaction with curiosity, believing that the best solutions come from first understanding the customer's business, priorities, and goals.

Essential Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Develop a deep understanding of ECI's products, services, and manufacturing customers' business objectives to effectively communicate value and identify opportunities for growth.
• Continuously expand knowledge of ECI solutions, manufacturing best practices, and customer industries to strengthen strategic conversations and deliver greater customer value.
• Build trusted relationships with stakeholders at all levels of the customer organization, serving as a strategic advisor throughout the customer lifecycle..
• Develop a strong understanding of each customer's business, operational challenges, strategic priorities, and long-term goals to maximize customer success and uncover expansion opportunities.
• Proactively engage customers through virtual meetings, phone calls, email, onsite visits, executive business reviews, and other strategic touchpoints based on customer needs.
• Develop and execute account plans that drive customer adoption, retention, expansion, and long-term partnership.
• Leverage a consultative selling approach to identify customer needs, align ECI solutions with business objectives, and guide opportunities from discovery through contract execution.
• Manage sales opportunities within an assigned customer base, including pipeline management, forecasting, proposal development, negotiation, and contract closure while consistently meeting or exceeding revenue goals.
• Partner closely with Product, Professional Services, Customer Success, Support, Cloud Operations, Marketing, and Sales to deliver a seamless customer experience and advocate for customer needs internally.
• Serve as the primary relationship owner for assigned accounts, coordinating internal resources to resolve challenges, reduce risk, and ensure customers realize ongoing value from their investment.
• Proactively identify customer health risks, proactively develop success plans, and drive strategies that improve retention and minimize churn.
• Champion the voice of the customer by sharing feedback, industry trends, and product enhancement opportunities with internal teams.
• Identify opportunities to increase customer advocacy through references, testimonials, case studies, speaking opportunities, customer advisory participation, and other marketing initiatives.
• Maintain accurate account plans, opportunity details, customer interactions, and forecasting within Salesforce.
• Consistently meet or exceed established sales, retention, and customer engagement goals

Qualifications and Requirements

• Proven success in account management, consultative sales, customer success, or business development, preferably within enterprise software or technology.
• Experience working with manufacturing customers and an understanding of manufacturing operations is highly desirable.
• Ability to build trusted relationships with stakeholders ranging from end users to executive leadership.
• Strong business acumen with the ability to understand customer objectives and align technology solutions to business outcomes.
• Excellent communication, presentation, negotiation, and interpersonal skills.
• Highly organized with the ability to manage multiple customer relationships and priorities simultaneously.
• Demonstrated ability to collaborate effectively across cross-functional teams.
• Experience using CRM software such as Salesforce.
• Bachelor's degree preferred.
• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively through virtual meetings, presentations, and customer conversations, including software demonstrations lasting up to two hours.
• Demonstrated ability to take ownership, adapt to change, and thrive in a collaborative, fast-paced environment.