ECAM Account Manager

Kastle Systems•Short Pump, VA

6d•Hybrid

About The Position

The ECAM Account Manager is responsible for driving new business, account expansion, customer engagement, and commercial follow-through within assigned AWS North America regions. This role supports i2G Systems’s growth within an existing strategic customer by identifying qualified security-related opportunities, building customer relationships, coordinating quote activity, maintaining accurate records; including Salesforce and any other system as required, and ensuring timely follow-up on open opportunities, active quotes, and awarded work. This is a customer-facing growth role. The Account Manager is expected to be proactive, organized, responsive, commercially aware, and comfortable working across customer stakeholders and internal teams. The role requires a hunter-farmer mindset, with a strong focus on expanding i2G’s current services within the assigned customer footprint.

Requirements

Strong communication, follow-up, and organizational skills.
Ability to build customer relationships and identify business opportunities within an existing enterprise account.
Comfort working with customer stakeholders, internal teams, and cross-functional business processes.
Ability to manage multiple regions, opportunities, quotes, and customer follow-ups at the same time.
Willingness and ability to travel at least 25% based on customer and business needs.
Ability to work in office four days per week.
Strong attention to detail and willingness to maintain accurate Salesforce records.
Professional judgment and ability to avoid making unsupported commitments.
Strong attitude, ownership mindset, and willingness to learn.

Nice To Haves

3 + years experience in security integration, datacenter environments, critical infrastructure, construction, enterprise account management, or technical sales.
Familiarity with access control, video surveillance, intrusion detection, intercom, gates, fiber, cabling, or related systems.
Experience working with SPMs, TIPMs, procurement, security managers, construction managers, general contractors, and internal operations teams.
Executive communication skills.
Bachelor’s degree preferred but not required.

Responsibilities

Own the development and advancement of qualified business opportunities within assigned AWS regions while protecting customer confidence, maintaining disciplined follow-up, and ensuring all customer-facing commitments are properly coordinated internally before being made.
Identify, develop, and advance new business opportunities within assigned AWS regions.
Focus on opportunities within i2G’s current datacenter security capabilities, including small projects, lifecycle refresh, service contracts, MAC work, UL/security inspections, gate maintenance, ACS, video, IDS, intercom, fiber/cabling, and GC/SOW-driven security work.
Build and maintain a qualified pipeline aligned with assigned revenue and growth targets.
Develop new stakeholder relationships where appropriate and deepen existing relationships across AWS customer groups.
Identify customer needs, upcoming work, regional pain points, lifecycle opportunities, and service expansion opportunities.
Recommend new or expanded service opportunities when appropriate, while staying within approved i2G service lines unless additional capability is reviewed and approved.
Maintain regular customer communication, including weekly customer calls at minimum and consistent follow-up on quotes, open opportunities, and active work.
Participate in customer site visits, construction meetings, QBRs, SPM calls, and executive reviews as required.
Coordinate regional travel in advance, ensuring customer meetings are scheduled and confirmed before travel occurs.
Support customer confidence by providing timely, accurate, and professional communication.
Participate in customer sentiment tracking in coordination with the ECAM Coordinator.
Identify at-risk customer relationships or customer-impacting issues early and escalate through ECAM before they become executive-level problems.
Own customer-facing follow-up on quotes, open opportunities, and commercial status.
Ensure quotes are followed up on promptly after delivery and that next steps are documented.
Challenge unclear scopes before they move too far through the internal process.
Coordinate with Estimating, Engineering, Operations, and other internal teams as needed to ensure customer requests are properly understood and routed.
Support timely quote turnaround expectations and help remove communication gaps that delay customer response.
Track win/loss outcomes and support P-Win measurement.
Use Salesforce as the required system of record.
Enter opportunities within 48 hours or sooner.
Maintain current next steps, close dates, probabilities, stakeholders, quote status, and forecast categories.
Keep customer, opportunity, and account information accurate and current.
Prepare and participate in monthly territory reviews.
Ensure Salesforce reflects the actual state of the customer relationship, quote activity, and opportunity pipeline.
Work through the ECAM process to coordinate customer needs, internal follow-up, and escalations.
Use the ECAM Coordinator for sentiment tracking, quote/report coordination, escalation routing, and communication support.
Coordinate with Operations before making customer commitments related to schedule, manpower, delivery approach, or execution timing.
Participate in backlog reviews and forecast meetings as required.
Influence internal teams through process, communication, and escalation, not through direct authority.
Own initial customer communication when an assigned customer issue arises.
Escalate customer-impacting issues internally through ECAM promptly.
Help maintain recovery visibility with the customer while internal owners address operational, technical, or execution issues.
Ensure customer communication remains timely, professional, and aligned with ECAM direction.
The ECAM Account Manager does not have direct authority over Operations, Engineering, Estimating, Project Management, Finance, Procurement, or field labor.
The ECAM Account Manager may not commit i2G to pricing, delivery dates, scope, manpower, technical solutions, or service offerings without appropriate internal validation.
The ECAM Account Manager is expected to influence through process, preparation, follow-up, communication, and escalation.
The role will include an onboarding period, followed by a shadowing period, followed by a mentoring period.
During onboarding, the Account Manager will learn i2G’s service lines, customer structure, Salesforce expectations, quote and opportunity processes, internal coordination paths, and ECAM operating standards.
During shadowing, the Account Manager will participate in customer meetings, internal reviews, quote follow-up, Salesforce updates, and territory planning under guidance.
During mentoring, the Account Manager will begin taking direct ownership of assigned customer follow-up, opportunity development, Salesforce accuracy, quote tracking, and customer communication while continuing to receive guidance and oversight.
The first-year revenue target will be prorated based on start date and ramp period.