Job Title: Account Manager
Department: Account Management
Reports to: Vice-President of Business Development
Location: Scarborough, ON (On-Site)
Type: Full-time
About ECI
ECI Technology started as a PCB Manufacturer in 1997 and has grown significantly since then, now having nearly 90k sq. ft of manufacturing space. We have grown into a world class organization that offers box-build assembly, cable harness design, control panel assembly, manufacturing and other services to fully support our customers. Located in the Toronto area, we service not only the Canadian Market, but also the broader North American Market and are always looking for new opportunities. Our employees have always been a central part of our growth and the culture that has been developed prioritizes our employee’s growth alongside the organization’s.
ECI has always prioritized investing in our capabilities and equipment to be a market leader in quality and industry best practices. We are problem solvers, and our organization believes that our employees are a key factor to this. We are looking for candidates that can join the organization as part of our empowering and encouraging culture. ECI values Integrity, Customer Relationships, Quality, Problem Solving, Employee Empowerment and Community. Our employees reflect these values and we’re looking for candidates to take the next step in their careers with us as we live these values.
About the Team
The Account Management team is central in our relationship management activities as they are the main point of contact for established customers. The team is there to work with and support customers, whether it’s a routine check in, new business opportunity or escalation requiring additional support. They coordinate activities and communication for both internal and customer teams relating to any ongoing work for the customers they support. They ensure we are building lasting relationships with our customers and understand their businesses so that we can be proactive about how we support them and identify opportunities to further our relationship. The team prioritizes collaboration, supportiveness and problem-solving as they work through different challenges with different teams. There are plenty of opportunities to grow and expand your skillset with empowering leaders and supportive team members to work with along the way.
About the Role
We are seeking a dependable and methodical Account Manager to join our team. This role is essential to our business as they serve as the main point of contact with our customers for any customer questions, check-ins and escalations as well as helping to identify any new business opportunities to expand their relationship with ECI.
The Account Manager will be responsible for maintaining customer relationships and ensuring that that we are available to support customers with any potential issues or opportunities that may arise. Account Managers should be in regular contact with their customers via meetings, calls, check-ins and surveys to ensure that we always have an accurate picture of our customers’ current activities. Any information gathered through these activities needs to be documented in our CRM and made available via reports to the relevant parties so that we can remain proactive in meeting our customers needs or fulfilling new requests. Documentation is critical so that we can measure success and progress according to established frequency and format standards. Account Managers must also coordinate internal resources to ensure that customer requests are being actioned and that progress updates are available to the relevant customer and internal parties. They should also be identifying future business or sales opportunities with customers and working with the Business Development team to establish warm introductions to the right contacts. Account Managers will be working with several customers, so it is crucial that they can maintain an organized workflow and manage competing priorities during busy periods.
This role requires a unique blend of customer-facing interaction, organizational discipline, and internal coordination. Candidates must be comfortable interacting with customer contacts and coordinating with different teams internally (ex. Engineering, Production, Quality etc). This position is suited for proactive go-getters, someone who has a natural desire to fix problems and build relationships for long-term success.
Key Responsibilities
- Own customer relationships post-sale to ensure satisfaction, retention, and growth.
- Execute customer touchpoints through calls, updates and issue resolution meetings to ensure transparency.
- Lead QBRs and performance scorecard processes so that we evaluate our performance on delivery, quality, cost and performance.
- Drive expansion by identifying opportunities for upsell/cross-sell services, multi-site awards and new programs.
- Negotiate commercial updates for items such as pricing, terms and long-term agreements.
- Align with Production, Quality, Engineering and other internal teams ongoing operations and NPI/ramp-up processes.
- Monitor account health on a weekly basis to confirm deliveries, Non-Conformance Reports, Purchase Price Variance and inventory levels.
- Monitor accounts for upcoming risks and escalate concerns to relevant parties with action plans and due dates.
- Review forecasts and performance scorecard data regularly.
- Review expansion pipeline and whitespace opportunities, present white space capture progress to leadership on monthly basis
- Coordinate internally to remove roadblocks and support customer success.
- Maintain clean documentation in our CRM by adding updated notes, opportunities, actions and next steps while also making that information available through reports for leadership.
- Run monthly account reviews with customer stakeholders and solicit feedback on any open items.
- Progress possible contract formalization through LTAs, stocking agreements and partnership programs.
About You
Qualifications
● Bachelor’s or master’s degree in Business, Economics, Engineering, Electronics or a related field.
● 3+ years of Account Management, Customer Service, Customer Success or related work experience, preferably in Manufacturing or Electronic industries, with proven success.
● Excellent problem solving, client engagement and relationship management skills.
● Excellent organization and documentation skills.
● Strong written and verbal communication skills with polished presentation capabilities.
● Experience and confidence in engaging with a variety of customer contacts and internal resources.
● Ability to comprehend and communicate to others the industry practices, processes, tools, quality systems and products we use or create.
● Strong time-management and prioritization skills.
● Disciplined approach to documentation and organization to manage multiple engagements simultaneously.
● Resilient mindset and drive to achieve both personal and organization success.
● Flexibility to shift your approach and be comfortable in different scenarios.
● Passion for learning new things and willingness to seek and engage in new learning opportunities.
● Ability to work in a dynamic environment and collaborate effectively with diverse teams.
Salary Range
The expected base salary range for this position is $60,000-$85,000.
This job posting was made without the use of AI and all applications will be reviewed by our HR team. This posting is for a vacant position. If you have a referral for this role, please confirm your connection at ECI in your application - Thanks!
Pay: $60,000.00-$85,000.00 per year
Benefits:
- Casual dress
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Experience:
- Account management: 3 years (preferred)
Work Location: In person
