Commercial Account Manager

We are seeking an experienced Commercial Account Manager to join our team and focus on expanding relationships with our existing commercial 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.

As the primary point of contact for a portfolio of commercial 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.

Prior experience working with producers of wine, beer, spirits or other beverages or beverage wholesalers is highly desirable but not required.

This is an individual contributor role.

• →Account Growth & Management: Manage a dedicated portfolio of existing Encompass customers. Meticulously prioritize renewal strategies and proactively identify 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.
• →Retention & Risk Mitigation: Assume full responsibility for achieving and consistently exceeding assigned customer retention targets by implementing proactive engagement strategies. Analyze churn risks and develop effective mitigation plans to ensure long-term customer relationships.
• →Relationship Management & Advisory: Cultivate and maintain robust, enduring relationships with key customer stakeholders. 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.
• →Product Expertise & Adoption: Acquire and continuously update an in-depth understanding of the full suite of Encompass products and services. Proactively champion product adoption within customer organizations by developing and delivering personalized resources, educational initiatives, and comprehensive training programs.
• →Strategic Planning: Develop comprehensive customer profiles and create and execute strategic growth plans for each account. Identify specific opportunities to expand the usage of the Encompass platform and align its capabilities with critical customer business outcomes.
• →Customer Advocacy: Serve as a dedicated customer advocate within Encompass. Effectively communicate customer needs, feedback, and insights to relevant cross-functional teams, including product development, marketing, and support.
• →Brand Ambassador: Develop compelling customer success stories and detailed case studies that articulate the tangible value and positive impact of Encompass solutions. Represent Encompass and its innovative solutions at key industry events, conferences, and networking opportunities.
• →Off-boarding Process: When necessary, efficiently and professionally manage the customer off-boarding process, gathering comprehensive feedback to identify areas for improvement in both the product and the customer experience.

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

• Strong understanding of commercial-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 commercial SaaS account management, with a proven track record of growing existing customer relationships and increasing revenue.
• Direct experience in one or more of the following areas:
  • Supply Chain Management (SCM), ERP, LogTech/Fleet or Financial SaaS Solutions
  • Proven track record of driving expansion revenue through the strategic introduction of add-on products and advanced feature modules
  • Proven ability to excel in high-velocity, high volume B2B environment with modest average contract values (ACVs)
• Beverage alcohol or beverage technology a plus but not needed
• Bachelor’s degree preferred, or equivalent combination of education and experience
• Familiarity with CRM tools (Salesforce, HubSpot preferred) and sales enablement platforms (Gong, Challenger preferred).