Lead Customer Account Manager

The Role: 

The Customer Account Manager works with a set of assigned Datacor ERP customers in the Chemical and Food & Beverage manufacturing/distribution verticals to grow recurring revenue by helping to improve adoption across the Datacor product suite, increase retention, and identify and close new upsell opportunities. You will develop deep relationships at numerous levels within customers’ organizations. You are customer obsessed and a team player with strong fundamental sales capabilities. 

Duties/Responsibilities: 

• Grow recurring revenue and boost net retention for assigned book of business  

• Develop and execute engagement plans to maximize customer value 

• Nurture deep, trusted-advisor relationships with various roles, including executive level and decision makers and be the first point of contact for any escalation 

• Lead business process reviews with customers to uncover customer priorities and key business problems and match them against new features and products that may provide additional value to their businesses  

• Identify, track, and close opportunities for upsell and cross-sell in collaboration with Solution Engineering and Services 

• Prime customer base for renewals in collaboration with Renewals Team 

• Serve as a customer advocate with relevant internal teams 

• Coordinate internal Datacor resources across various teams to ensure customer satisfaction  

• Keep track of customer progress on key projects and implementations 

• Manage client expectations regarding the delivery of Datacor products and services 

Key Objectives: 

Within the first year of employment, a successful CAM will: 

• Establish bi-annual review sessions with top 25% customers within your assigned base 

• Be aware of key projects, strategic objectives, and specific challenges within assigned base 

• Build pipeline for upsell/cross-sell  

• Own an ARR quota in net-new upsell after ramp up 

• Identify any at-risk customers and lead coordination of retention efforts  

Qualifications: 

• Background in enterprise software/SaaS Sales, Account Management, Customer Success or similar role 

• 4 Year college degree or equivalent experience 

• 5+ years of SaaS selling experience, ERP experience preferred 

• Demonstrated success closing six figure deals  

• Ability to synthesize complex issues and communicate clearly to clients and internal stakeholders 

• Proven ability to lead customers through large, complex projects 

• Strong ability to understand technical concepts and problem solve 

• Excellent written and verbal communication skills 

• ERP, manufacturing, and warehouse management software experience is preferred  

• Understanding of process manufacturing & distribution concepts in the Chemical and Food and Beverage industry is preferred  

• Strong foundation in sales methodologies/frameworks such as MEDDPICC, Force Management, Challenger Sales etc. is preferred