Enterprise Account Manager

We are seeking an experienced Enterprise Account Manager to join our team and focus on expanding relationships with our existing Enterprise customers. This role requires a strategic, growth-oriented professional with a proven track record in account management, particularly in scaling customer relationships and increasing overall customer spend year over year. Prior experience working with producers of wine, beer, spirits or other beverages or beverage wholesalers is highly desirable but not required.

As the primary point of contact for a portfolio of Enterprise clients, you will be responsible for driving revenue growth, enhancing customer satisfaction, and developing long-term account plans that align with the customers’ evolving needs.

• This is an individual contributor role.
• Manage a dedicated portfolio of existing Encompass customers, meticulously prioritizing renewal strategies and proactively identifying opportunities to drive significant account growth through strategic upselling and cross-selling of relevant new products and services. Develop a comprehensive understanding of each customer's business needs and tailor solutions accordingly.
• Assume full responsibility for achieving and consistently exceeding assigned customer retention targets by implementing proactive engagement strategies and building strong customer loyalty. Analyze churn risks and develop effective mitigation plans to ensure long-term customer relationships.
• Cultivate and maintain robust, enduring relationships with key customer stakeholders at various levels within their organizations. Understand their strategic priorities and business objectives, and effectively position Encompass solutions as integral to their success. Act as a trusted advisor, providing valuable insights and guidance.
• Acquire and continuously update an in-depth understanding of the full suite of Encompass products and services, including new features and functionalities. Provide expert guidance and consultation to customers on how to optimally leverage these offerings to maximize their return on investment and achieve their desired business outcomes.
• Proactively champion product adoption within customer organizations by developing and delivering personalized resources, engaging educational initiatives, and comprehensive training programs. Ensure customers fully understand and can effectively utilize the diverse capabilities of Encompass solutions, driving deeper engagement and realizing maximum value.
• Develop comprehensive customer profiles that capture key business information, strategic goals, and technology landscapes. Create and execute strategic growth plans for each account, identifying specific opportunities to expand the usage of the Encompass platform and align its capabilities with critical customer business outcomes, thereby solidifying Encompass's position as a vital and strategic partner.
• Continuously monitor key customer health indicators, proactively identify potential concerns or challenges, and develop effective strategies to address them promptly. Implement proactive measures to mitigate churn risks and ensure consistently high levels of customer satisfaction, fostering long-term loyalty.
• Serve as a dedicated customer advocate within Encompass, effectively communicating customer needs, feedback, and insights to relevant cross-functional teams, including product development, marketing, and support. Collaborate to drive product enhancements, address customer pain points, and ensure continuous improvement based on valuable customer input.
• Develop compelling customer success stories and detailed case studies that clearly articulate the tangible value and positive impact of Encompass solutions on customer businesses. Utilize these narratives to support sales and marketing initiatives aimed at attracting new customers and inspiring existing ones, showcasing the real-world benefits of partnering with Encompass.
• Represent Encompass and its innovative solutions at key industry events, conferences, and networking opportunities to build valuable professional relationships, expand industry knowledge, and identify potential new growth opportunities and partnerships. Act as a knowledgeable ambassador for the company.
• When necessary, efficiently and professionally manage the customer off-boarding process, ensuring a smooth and positive experience. Gather comprehensive feedback during this process to identify areas for improvement in both the product and the customer experience, contributing to continuous organizational learning and development.

Preferred Qualifications and experience required for success in this role include: 

• Strong understanding of Enterprise-level sales and account management processes, including account planning and stakeholder management.
• Demonstrated ability to build and execute strategic account plans that result in measurable business growth.
• Excellent communication, relationship-building, and negotiation skills.
• Data-driven and analytical, with the ability to use customer insights to drive decision-making.

• 5+ years of experience in Enterprise SaaS account management, with a proven track record of growing existing customer relationships and increasing revenue.
• Experience managing accounts in the beverage alcohol industry (wine, spirits, beer) is a significant plus.
• Knowledge of ERP or related Enterprise software solutions.
• Familiarity with CRM tools (Salesforce, HubSpot preferred) and sales enablement platforms (Gong, Challenger preferred).

Compensation: 

This role will receive a competitive salary + commission + benefits. The total compensation for US-based employees located in the below markets may expect offers in the ranges for this role.

US annual total compensation:  $75,000 to $95,000 plus commission

A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.

Location:  We are a hybrid organization and are open to remote work, must be based in the United States. Our corporate office is located in Fort Collins, CO. 

Travel:  This position could require overnight travel to customer sites and to corporate offices. Additional travel could include attendance of conferences and trade show.