The Account Manager is responsible for the long-term success of customer accounts following implementation. This role is part of a Continued Success team and serves as the strategic and operational link between customers and internal delivery teams.

The position requires a deep understanding of how clients actually use their ERP and integration ecosystems, identifying operational risks and growth opportunities, and ensuring the company remains a trusted strategic partner rather than a transactional vendor. You will manage relationships, drive account expansion, and ensure delivered solutions continue to perform effectively in real production environments.

This is not a passive account management role. You are expected to understand ERP systems and eCommerce operations, speak the customer’s operational language, and proactively guide them toward continuous improvement.

Key Responsibilities

• Own and manage a portfolio of ERP-driven customer accounts post go-live.

• Act as the primary point of contact during ongoing support, optimization, and expansion phases.

• Develop a deep understanding of each customer’s system configuration, integrations, and business processes.

• Proactively identify operational risks, inefficiencies, and improvement opportunities.

• Translate business needs into clear scopes for enhancements, optimizations, and new integrations.

• Partner closely with consultants, project managers, and support teams to ensure execution aligns with customer objectives.

• Lead regular account reviews, roadmap discussions, and operational check-ins.

• Drive account growth through upsells, cross-sells, and expansion initiatives based on real operational value.

• Ensure customer satisfaction, retention, and long-term partnership.

• Support escalation management and ensure effective resolution when issues arise.

• Maintain accurate account documentation, notes, and forecasts.