Principal Customer Support Advocate | Eclipse

Transform customer satisfaction into success! As a Customer Support Advocate, you will serve as the primary point of contact for customers enrolled in the Account Management program. You will be responsible for identifying and leveraging company-wide resources to address customer satisfaction, growth, or renewal risks and opportunities in your portfolio. We are seeking applicants with strong relationship-building skills, exceptional communication abilities, and a customer-centric mindset.

What You Will Be Doing

• Manage enterprise customers across Product Line teams, focusing on their business needs, projects, and code delivery to ensure success.
• Serve as the customer’s advocate, ensuring high-priority issues and business needs are communicated to and addressed by the proper internal teams.
• Anticipate customer requirements and possible challenges, focusing on customer success within the assigned portfolio.
• Develop success plans for customers that outline critical success factors, metrics, potential issues, and recommendations.
• Conduct regularly scheduled customer check-ins and own the resolution of escalated customer issues and support cases.
• Monitor and facilitate customer adoption of product solution features and functionality.
• Build, maintain, and execute account plans for each assigned account, coordinating internal domain experts for delivery.
• Recommends specific solutions to achieve a customer's desired results.
  
  

What You Will Likely Bring

• 8 years of applicable experience and demonstrated success/knowledge.
• 4 years of specialized/industry experience.
• Bachelor’s degree (or equivalent experience).
• Ability to build strong internal and external relationships.
• Customer-centric skills.
• Exceptional listening skills and excellent verbal and written communication skills.
• Ability to work independently and collaborate effectively across functions.
• Ability to learn and apply strong product knowledge.
  
  

What Could Set You Apart

• Eclipse Product Knowledge.
• Knowledge of Microsoft SQL, ERP applications or analytical tools.
• Knowledge of financial, manufacturing, retail or distribution business processes.
• SaaS or e-Commerce experience.
  
  

About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

We’re Proactive, Proud, Partners.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.
  
  

Equal Opportunities and Accommodations Statement 

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless. 

We are an equal-opportunity employer. 

Range

Minimum: $94,000 USD Maximum: $151,000 USD

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

Recruiter

Mouy Bun