Enterprise Account Manager

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe.  From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses.  More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI. 

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity: 

In this onsite role in Midtown Manhattan, you will apply industry expertise to manage and drive technology, ensuring that client satisfaction, retention, and growth objectives are achieved. By engaging strategically and operationally, you will establish and sustain relationships with clients and key stakeholders, promoting the development of strong connections with ECI clients.  

What you will do:

• Manage the technical program for a diverse portfolio of ECI enterprise clients across various industries, including Financial Services, Life Sciences, Legal, and others.  
• Develop, lead, and/or support client’s technology and service delivery roadmap in alignment with client objectives and ECI best practices. 
• Develop client-specific policies, procedures and best practices that will support an efficient service delivery program. 
• Lead with a security-first mindset that focuses on strengthening clients’ cybersecurity posture by applying both industry and ECI best practices. 
• Ensure client satisfaction and retention, while supporting profit and growth objectives through strategic engagement, quality service, and continuous improvement of delivery and technology stack. 
• Foster trusting relationships with clients and key stakeholders. 
• Monitor and improve client satisfaction (CSAT) and Net Promoter Score (NPS) by ensuring the highest standards of service delivery and client engagement. 
• Conduct technical and operational client reviews to ensure satisfaction with ECI products and services, alignment on short-term and long-term objectives, and identify/track opportunities for growth and efficiency. 
• Monitor and analyze key performance metrics, client feedback, and direct observations to make continuous data-driven improvements. This includes but is not limited to technology performance and personnel performance metrics. 
• Track and report on key performance results and improvement activities & outcomes to relevant stakeholders, including clients, the delivery teams, and the senior management. 
• Provide insights to, and support the development of ECI’s product portfolio and service offerings by leveraging your experience with client’s evolving needs. 
• Ensure successful delivery of projects and services by leveraging and providing direction, feedback and consultation to your supporting functions and service delivery practices. 
• Develop, enable and/or enhance detailed change management processes to ensure successful lifecycle management. 
• Remain updated on emerging technology, security and compliance trends 
• Proactively identify and mitigate risks that could impact client satisfaction or project success.  
• Manage and develop a high-performing and productive team of technologists to support high client satisfaction. 
• Accountable for client technical escalations and subsequent resolutions. 
• Ensure adherence to company policies and legal guidelines, communicating them effectively throughout the team. 
• Assist with the renewal process and negotiating terms that ensure continued client engagement and satisfaction.  
• Participate in vendor due-diligence exercises, including review of security, data integrity and availability services 

Who You Are:

• Bachelor’s Degree in Information Technology related field or 5+ years comparable experience in technology related, customer-facing role  
• 7+ years of business experience in direct communication with C-Suite / Executive audiences
• 5+ years of experience in a people management capacity  
• Security-First Mindset, familiar with standard security frameworks (CIS, NIST, ISO, PCI) and able to guide staff towards implementation of recommended best practices   
• Familiarity with data privacy regulations (GDPR) 
• Experience in technical project management as applied to data/infrastructure migrations, relocations, major system upgrades, and new site deployments  
• Advanced knowledge of Microsoft Operating Systems such as Windows Server and Windows 10/11  
• Administration experience with Public Cloud platf