Enterprise Account Manager in at ECR Software Corporation
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Job Description
JOB SUMMARY:
The Enterprise Account Manager (EAM) is responsible for strengthening and expanding relationships within strategic assigned accounts. As the primary point of contact, the EAM aligns ECRS products and services to customer needs while driving revenue growth, improving retention, overseeing strategic projects, and increasing ECRS’s influence in the industry through the success of their assigned accounts. This role advocates for clients internally, collaborates across departments, and supports activities such as gathering leads, processing orders, and identifying emerging industry trends.
RESPONSIBILITIES:
Financial Growth in Strategic Accounts
- Drive financial expansion by increasing revenue through targeted upsells of incremental software licenses and account growth initiatives.
- Generate growth and revenue among client accounts, including upselling, cross‑selling, gaining net‑new recurring revenue, and executing the sales process and implementation.
- Identify business opportunities and industry trends that support long‑term account expansion.
Demonstrated Influence in Strategic Accounts
- Develop trusted advisor relationships with strategic assigned accounts, including key influencers and decision‑makers.
- Expand both the depth and breadth of relationships within each account to drive long‑term partnership and growth.
- Navigate organizational charts, identify roles and responsibilities, and build relationships with decision‑makers.
- Strengthen ECRS’ visibility and credibility within key industries by leveraging assigned strategic accounts.
- Act as the intermediary at all times, working to carry out client goals while meeting company goals.
Customer Experience Success
- Maintain a strong reputation as a trusted, supportive EAM who helps assigned accounts achieve their business goals.
- Sustain a high customer health scorecard through proactive engagement and effective account management.
- Communicate with clients to understand their needs and clearly articulate product value.
- Resolve complaints and prevent additional issues by improving processes.
- Act as a client advocate with a focus on improving the buyer experience.
- Build excellent rapport and confidence with all customers.
Execution of Account Strategic Projects
- Maintain clear knowledge and prioritization of strategic projects within each account.
- Oversee and coordinate implementation of customer projects that fulfill strategic business needs.
- Execute projects with speed, quality, and precision.
- Collaborate with internal departments to facilitate fulfillment of client business needs.
Operational Excellence & Account Management Discipline
- Implement and maintain discipline and rigor for adherence to CRM policies.
- Forecast and track client account metrics, including technical issues, product adoption, and relationship temperature.
- Service multiple clients concurrently, often meeting multiple deadlines.
- Develop ahigh‑level mastery of ECRS product offerings and their various configurations.
- Promote and offer products and services by consulting with customers, evaluating their needs, and offering solutions that address those needs.
- Travel onsite to assigned accounts for visits, strategic industry events, or tradeshows as needed.
QUALIFICATIONS:
- Bachelor’s degree in sales, communications, or related field, or 3-5 years of similar experience.
- Proven work experience in an Account Management or Sales role.
- Proven record of meeting or exceeding revenue and new relationship targets.
- Ability to articulate product value and overcome sales objections.
- Organizational skills and good attention to detail.
- Proven track record of meeting or exceeding quotas and receiving positive customer feedback.
- Proficiency with common customer success and customer relationship management (CRM) software, such as Salesforce or HubSpot.
- Exceptional verbal and written communication skills.
- Adaptability and strong problem-solving skills.
- High level of emotional intelligence and active listening skills.
- Ability to build rapport and collaborate with others within the company and externally.
- Extensive, accurate ECRS product knowledge.
- Ability to work in a fast-paced and high-pressure environment while maintaining a high energy level and exceptional attention to detail.
- Friendly demeanor with the ability to understand and empathize with customers' business needs.
ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.
ABOUT ECRS:
ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.
We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.