Customer Support Account Manager | Eclipse

Epicor • Minneapolis, MN

1d • Hybrid

About The Position

Transform customer satisfaction into success! As a Customer Support & Account Manager, you will serve as the primary point of contact for customers enrolled in the Account Management program. You will be responsible for identifying and leveraging company-wide resources to address customer satisfaction, growth, or renewal risks and opportunities in your portfolio. We are seeking applicants with strong relationship-building skills, exceptional communication abilities, and a customer-centric mindset.

Requirements

• 8+ years of applicable experience and demonstrated success/knowledge.
• 4+ years of specialized/industry experience.
• Bachelor’s degree (or equivalent experience).
• Ability to build strong internal and external relationships.
• Customer-centric skills.
• Exceptional listening skills and excellent verbal and written communication skills.
• Ability to work independently and collaborate effectively across functions.
• Ability to learn and apply strong product knowledge.

Nice To Haves

• Eclipse Product Knowledge.
• Knowledge of Microsoft SQL, ERP applications or analytical tools.
• Knowledge of financial, manufacturing, retail or distribution business processes.
• SaaS or e-Commerce experience.

Responsibilities

• Manage enterprise customers across Product Line teams, focusing on their business needs, projects, and code delivery to ensure success.
• Serve as the customer’s advocate, ensuring high-priority issues and business needs are communicated to and addressed by the proper internal teams.
• Anticipate customer requirements and possible challenges, focusing on customer success within the assigned portfolio.
• Develop success plans for customers that outline critical success factors, metrics, potential issues, and recommendations.
• Conduct regularly scheduled customer check-ins and own the resolution of escalated customer issues and support cases.
• Monitor and facilitate customer adoption of product solution features and functionality.
• Build, maintain, and execute account plans for each assigned account, coordinating internal domain experts for delivery.
• Recommends specific solutions to achieve a customer's desired results.

Benefits

• Comprehensive health and wellness benefits designed to support your overall well-being.
• Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Comprehensive support for international relocations and permanent residency processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree