About DMSi:
DMSi is a leading provider of ERP software solutions for the hardware, timber, and building materials industry across North America and Australia/New Zealand. For decades, we've been helping retailers, wholesalers, and trade merchants streamline their operations, manage inventory smarter, and grow their businesses with our Frameworks ERP platform.
We're a team that values innovation, customer obsession, and genuine partnerships with the businesses we serve. If you're passionate about B2B sales and want to make a real impact in the building materials industry, we'd love to hear from you.
The Opportunity:
The Account Manager role is to ensure our clients realize maximum value from our solutions, ultimately increasing retention, satisfaction, and customer ‘Whitespace’ expansion. They will drive engagement, adoption, and growth within our existing customer base with our Integrated Solutions. They will work closely with customers, understanding their needs, and being the voice of the customer for their products. This role is pivotal, ensuring our clients have a resource to drive their success.
What You'll Do:
Customer Engagement & Success: Manage accounts, ensuring they achieve their business goals through effective use of our application and integrated solutions.
Account Growth: Identify expansion opportunities within existing accounts by understanding customer needs and usage patterns. Collaborate with Sales and Product teams to grow usage and adoption of additional features.
Onboarding & Adoption: Coordinate onboarding processes for new clients with Product, Sales, Implementation, and Support teams to drive adoption across key user groups within customer organizations.
Strategy Consultation: Act as a trusted advisor, offering best practices and strategic guidance on configuration, usage, and process optimization to drive business outcomes.
Health Monitoring & Insights:
Monitor customer health metrics and proactively address risks. Use data and feedback to identify patterns and inform customer success strategies.
Voice of the Customer:
Advocate for customer needs internally, providing feedback to product, support, and engineering teams to influence roadmap and improvements.
Training & Enablement:
Facilitate user training sessions, create documentation, and support resources that empower customers to use the Application effectively.
Customer Satisfaction:
Drive initiatives aimed at improving customer satisfaction and Net Promoter Score, resolving escalations quickly and effectively.
What We're Looking For:
4+ years of experience in a Customer Centric role, Account Management, or roles with software or SaaS products.
Strong understanding of ERP Software, Market intelligence, and Industry Knowledge.
Strong verbal and written communication skills.
Strong analytical, logical, research, and problem-solving skills.
Ability to positively interact with all levels of the company and with others outside the company.
Ability to identify opportunities or improved usage of features that increase value to the customer and DMSi.
Education and Experience:
Business Management, Project Management, or equivalent work experience in similar roles or with similar duties.
Work Environment and Physical Demands:
Remote office with the use of computers and mobile devices; no unusual physical demands. Travel to customer locations and trade shows as needed, including business air travel and car rentals.