ECAM Strategy & Operations Lead

Overview

Together, We Enhance Innovation and Growth

i2G Systems delivers advanced electronic security and life safety solutions across a broad range of industries, including 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. We specialize in system design, project management, commissioning, and enterprise technology integration. Our mission is to equip clients with innovative solutions that safeguard critical assets and provide a strategic advantage in today’s evolving security landscape.

The ECAM Strategy & Operations Lead is a senior-level role responsible for driving the effectiveness, consistency, and continued development of i2G’s Executive Customer Account Management function. This position provides strategic oversight across the ECAM customer portfolio, strengthens account planning and governance, improves visibility into customer health, growth opportunities, forecasts, commitments, and risk, and drives alignment across the teams supporting i2G’s most strategic customer relationships.

Operating with a high degree of independence and cross-functional influence, the ECAM Strategy & Operations Lead partners with Account Managers and leaders across Sales, Engineering, Operations, Project Management, Service, Finance, Contracts, and executive leadership to ensure strategic customer priorities are understood, coordinated, and effectively supported. The role also helps develop the processes, operating rhythms, tools, and team capabilities necessary for ECAM to scale with the business.

Responsibilities

Strategic Account Portfolio & Growth

• 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.

Customer Engagement, Commitments & Risk

• 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.

Forecasting, Commercial Visibility & Account Intelligence

• 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.

Cross-Functional Leadership & ECAM Operations

• 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.

Team Leadership & Development

• 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.

Qualifications

Required

• 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.

Preferred

• 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

Other Eligibility Requirements

Measures of Success

Success in this role is demonstrated by 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; and 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.

Company Overview

This is a career opportunity with i2G Systems. Learn more about i2G: https://www.i2gsystems.com/careers.html 

"Kastle Systems Makes Strategic Investment in i2G Systems, Strengthening Leadership in Serving High-Security Industries and High-Value, Large Scale Facilities" Read More About the Partnership Here:

https://www.kastle.com/kastle-systems-makes-strategic-investment-in-i2g-systems-strengthening-leadership-in-serving-high-security-industries-and-high-value-large-scale-facilities/  

Equal Opportunity Statement

We are an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.