Address
Form of work
SalaryFor more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.
Who is ECI?
At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.
- We offer competitive benefits focused on employee well-being, including paid volunteer time off!
- We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
- We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work four years in a row.
- Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie®).
To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.
ECI is seeking a highly motivated, dynamic, high-energy professional to join our Customer Success team to lead Customer Success initiatives for our software products. This position will have the responsibility of executing strategies to proactively support our customers’ software adoption, drive customer engagement and growth, increase customer satisfaction, and reduce churn. Working at ECI is an opportunity to work in an established growing company and fast-paced work environment that provides challenging, creative, and interesting work, as part of a professional team.
Responsibilities:
- Focus on customer retention by helping ensure that our customers are receiving the value from the products and services which they have purchased
- Drive customer onboarding and ongoing engagement
- Develop relationships with key customers, strategic partners, and relevant industry leaders
- Foster relationships to create referenceable customer advocates/promoters
- Participate in the hand-off process from sales to implementation to customer support
- Track and report on product utilization, user engagement, and adoption of software modules
- Review and maintain regular customer communication and help to manage expectations
- Drive add-on revenue growth by helping customers understand the products and services we offer that will provide solutions to suit their business needs
- Monitor customer health and communicate with customers and ECI team members to improve the customer experience
- Capture and report new feature ideas and custom development requests
- Conduct strategic business reviews/audits to gauge progress, identify areas for improvement, gather and maintain key metrics to achieve customer/company objectives
- Experience working for a web-based product organization
- A minimum of three years of account management or Customer Success experience
- Excellent verbal & written communication skills are required
- Strong interpersonal skills
- Enthusiastic, self-starter, quick learner
- Hard working & results driven
- Good attention to detail
- Professional & welcoming attitude
- Conscientious
- Excellent analytical & troubleshooting skills
- Knowledge/familiarity with web applications
- Understanding of business operations in manufacturing, distribution, or field services industry is an asset
- Certification/Diploma/Bachelor degree in business, computer information systems, or a related field an asset
- Able to work independently and manage multiple projects
- Ability to negotiate and influence business decisions and directions
- Proficient with contemporary productivity tools - e.g Office 365, SharePoint, SalesForce, Teams, web conferencing,
- Ability to work effectively within a fast paced, changing environment that is experiencing high growth
- Ability to travel to industry and department events 2-5 per year
In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.
