ECAM Strategy & Operations Lead

About the role

i2G Systems delivers advanced electronic security and life safety solutions across government, data centers, healthcare, education, entertainment, finance, and transportation. Our expertise spans access control, intrusion detection, biometrics, perimeter sensors, radar, ground sensors, and anti-drone technologies, with capabilities in system design, project management, commissioning, and enterprise technology integration. The ECAM Strategy & Operations Lead is a senior role responsible for driving the effectiveness, consistency, and continued development of i2G’s Executive Customer Account Management function, providing strategic oversight across the ECAM customer portfolio and aligning cross-functional support for i2G’s most strategic customer relationships.

Responsibilities

• Maintain portfolio-level visibility across national, global, and other strategic ECAM accounts, including customer health, revenue performance, growth opportunities, relationship strength, commitments, and risk.
• Partner with Account Managers to develop and maintain comprehensive account strategies, stakeholder plans, engagement priorities, and growth objectives.
• Identify opportunities to expand customer relationships, services, geographic coverage, recurring revenue, and executive engagement.
• Facilitate strategic account and portfolio reviews and recommend changes to account strategy, coverage, priorities, or internal support based on business and customer needs.
• Ensure strategic account plans and activities align with i2G’s capabilities, capacity, commercial requirements, and broader business priorities.
• Develop and maintain relationships with key stakeholders across strategic accounts and participate in customer meetings, executive reviews, planning sessions, and other strategic engagements.
• Coordinate executive engagement and promote consistent communication across i2G teams supporting strategic customers.
• Maintain visibility into significant customer commitments, expectations, issues, and escalations and ensure appropriate ownership, action plans, communication, and follow-through.
• Coordinate cross-functional response to material customer issues while maintaining accountability within the responsible functional department.
• Identify emerging customer, relationship, commercial, operational, or reputational risks and ensure concerns are addressed or escalated at the appropriate level.
• Maintain consolidated visibility into ECAM forecasts, pipeline, anticipated bookings, customer demand, and other commercial indicators across the portfolio.
• Partner with Account Managers to improve forecast quality, account information, opportunity visibility, and supporting assumptions.
• Identify material changes in customer timing, scope, value, probability, or demand and communicate potential business implications to appropriate stakeholders.
• Prepare and maintain meaningful portfolio reporting, dashboards, and executive-level insights related to customer health, growth, forecasts, commitments, and risk.
• Ensure strategic account information within CRM and other approved systems is accurate, current, and actionable.
• Serve as a key point of coordination between ECAM and Sales, Engineering, Operations, Project Management, Service, Finance, Contracts, Marketing, and executive leadership.
• Drive alignment around strategic customer priorities, expectations, ownership, timing, risks, and business requirements.
• Facilitate cross-functional discussions and escalate misalignment, resource constraints, or unresolved issues that may impact strategic customers.
• Establish and continuously improve ECAM operating rhythms, account-management standards, procedures, templates, reporting practices, and governance processes.
• Lead or support strategic ECAM initiatives designed to improve scalability, consistency, customer experience, and overall functional effectiveness.
• Provide ECAM and company leadership with objective insights and recommendations regarding account performance, customer risk, internal barriers, and emerging business needs.
• Supervise and develop assigned ECAM Coordinators, Analysts, and other team personnel.
• Establish priorities, provide direction, and ensure support resources are effectively aligned to ECAM and strategic account needs.
• Support recruitment, onboarding, training, and ongoing development of ECAM team members.
• Promote accountability, collaboration, consistency, and high professional standards across the ECAM function.
• Identify team capacity, capability, process, or organizational needs and recommend improvements as the function grows.

Requirements

• Significant experience in strategic account management, customer relationship management, customer success, business operations, sales operations, program management, or a comparable role supporting complex customer portfolios.
• Demonstrated ability to operate independently and influence senior leaders, customers, and cross-functional stakeholders.
• Strong understanding of strategic account planning, customer retention and growth, forecasting, escalation management, and executive reporting.
• Experience coordinating complex priorities across multiple departments and organizational levels.
• Strong business judgment with the ability to identify risk, challenge assumptions, solve problems, and escalate concerns appropriately.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Strong organizational and prioritization skills with demonstrated ability to manage multiple accounts, initiatives, and competing priorities.
• Experience with CRM systems, reporting tools, Microsoft Office, and collaboration platforms.
• Ability to travel based on customer and business needs.

Qualifications

• Bachelor’s degree in business, management, marketing, communications, project management, or a related field.
• Experience supporting national, global, enterprise, or other strategically significant customer relationships.
• Experience in electronic security, construction, engineering, technology, data center, or project-based service industries.
• Experience developing or improving account-management processes, governance models, reporting systems, or operating procedures.
• Previous experience supervising or developing Account Management support professionals.

Core Competencies

• Strategic Thinking & Business Acumen
• Customer & Relationship Management
• Executive Communication
• Cross-Functional Leadership & Influence
• Commercial & Forecasting Acumen
• Risk Management & Problem-Solving
• Accountability & Ownership
• Process Improvement
• Professional Judgment & Discretion

Measures of Success

• Strong visibility into the health and performance of the ECAM portfolio.
• Consistent and actionable strategic account planning.
• Reliable forecasting and commercial insights.
• Timely management of customer commitments, risks, and escalations.
• Strong cross-functional alignment.
• Continued improvement of ECAM processes and capabilities.
• Confidence from customers, Account Managers, functional leaders, and executive leadership in the effectiveness of the ECAM function.

Other Duties

This position may perform other responsibilities reasonably related to ECAM priorities, strategic customer needs, and broader business requirements as the function and organization continue to grow.

Minimum of four days per week in-office, with travel required based on customer and business needs. Virginia is the location needed for this role.