Customer Success & ERP Specialist

- Serve as the primary liaison for assigned customers, fostering strong relationships and acting as their advocate within the company. - Oversee customer onboarding, implementation assistance, and training sessions for ECI M1 modules (e.g., production planning, inventory, job costing, financials, quality, and purchasing). - Monitor customer health metrics, usage patterns, and satisfaction levels; proactively identify risks associated with churn, underutilization, or unmet needs and devise action plans accordingly. - Deliver expert technical and functional support for ERP-related challenges, including troubleshooting configurations, workflows, data integrity, reporting, and integrations with other systems (e.g., MES, CRM, e-commerce tools). - Conduct regular check-ins, Quarterly Business Reviews (QBRs), and value demonstrations to illustrate ROI, showcase best practices, and advise on optimizations or additional modules/features. - Collaborate with internal teams (e.g., product, development, support, sales) to escalate complex issues, gather feedback for product enhancements, and align customer needs with ERP roadmaps. - Foster adoption and expansion by identifying upsell/cross-sell opportunities based on customer objectives and system usage data. - Develop and maintain customer success materials such as tailored guides, training resources, knowledge base articles, and process documentation suited to manufacturing workflows. - Ensure compliance with data security, audit trails, and industry standards while advocating best practices for ERP usage in discrete/mixed-mode manufacturing. - Track and report on critical success metrics (e.g., adoption rates, Net Promoter Score, renewal likelihood, time-to-value) and contribute to the ongoing improvement of customer success processes. - Coordinate with ECI Software Solutions support teams for advanced escalations, patches, or feature requests pertaining to M1.