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Fulcrum

Account Manager

Remote, United States

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Job details

Posting language: English
Posted: Feb 13, 2024

Original job description

Manufacturing is one of the most important industries in the world, yet much of the technology supporting it hasn't kept pace.

We're building a fundamentally different future for manufacturing software.

Fulcrum is evolving from a traditional manufacturing software company into an AI-native company. We're not interested in simply adding AI features to existing systems. We're rethinking how work gets done, building products that can take on increasingly complex work themselves and give manufacturers capabilities that weren't possible before.

That same thinking shapes how we work internally. We believe small teams of exceptional people, equipped with powerful tools and the freedom to make decisions, can accomplish extraordinary things.

We're looking for people who are naturally curious, take ownership, and aren't satisfied doing something a certain way just because that's how it's always been done. People who like figuring things out, building things, challenging assumptions, and continuously expanding what they're capable of.

There's a lot we're still figuring out, and that's part of the opportunity. If you're energized by meaningful problems, ambitious goals, and the chance to help build something genuinely different, you'll find plenty to do here.

About the Role

We're looking for an Account Manager who can build trusted customer relationships, uncover opportunities for growth, and get hands-on solving problems.

This isn't a traditional account management role. You'll own the commercial success of your customers, including renewals, upsells, and expansion, but your impact won't stop at managing relationships or selling additional products.

You'll need to understand how manufacturers actually operate, identify what's holding them back, and help create solutions that make their businesses better. Sometimes that means introducing an existing Fulcrum capability. Other times, it means experimenting with AI, building a prototype, or collaborating across teams to create something new.

We're looking for someone who has the commercial instincts to recognize an opportunity, the technical curiosity to explore what's possible, and the initiative to make things happen.

Our products, technology, and ways of working are evolving quickly. You'll have the opportunity to help shape what account management looks like in an AI-native company.

What You'll Do

Own and Grow Customer Relationships

Own a portfolio of customer accounts, building strong relationships with business owners, executives, and operational leaders.
Take responsibility for the commercial health of your accounts, including renewals, retention, upsells, and expansion revenue.
Proactively identify and pursue opportunities to grow customer accounts by understanding their business goals and where Fulcrum can create additional value.
Lead commercial conversations, including discovery, demonstrations, proposals, negotiations, and closing expansion opportunities.
Build relationships across customer organizations, expanding beyond your primary contacts to understand different teams, workflows, and business needs.
Anticipate risks, address challenges directly, and develop strategies to strengthen long-term customer relationships.

Understand Problems and Build Solutions

Develop a deep understanding of how your customers operate, including their processes, systems, challenges, and opportunities for improvement.
Go beyond what customers initially ask for to uncover the underlying problems they're trying to solve.
Use AI tools, low-code development, and vibe coding to experiment with ideas, build prototypes, and explore solutions to customer challenges.
Be willing to get hands-on with unfamiliar tools and technologies, even when the solution isn't immediately obvious.
Work with Product, Engineering, Launch, and Support to turn customer needs into practical solutions.
Help customers imagine new ways of working rather than limiting conversations to how they use Fulcrum today.
Exercise judgment about what you can solve independently, when to involve others, and how to balance customer value with commercial opportunities.

Continuously Improve How We Work

Maintain a clear understanding of account health, renewal timelines, expansion pipeline, and revenue forecasts.
Take ownership of opportunities from identification through execution rather than waiting for customers to request additional products or services.
Experiment with AI and automation to improve how you manage accounts, identify opportunities, and deliver customer value.
Share customer insights that help shape our products, commercial strategy, and overall customer experience.
Challenge existing processes and help build a better approach to account management as Fulcrum evolves.

Who You Are

Commercially driven. You enjoy selling, negotiating, and growing revenue. You understand that building great relationships and delivering customer value should translate into measurable business results.
Naturally curious. You want to understand how businesses work, ask thoughtful questions, and dig into problems rather than accepting surface-level answers.
A builder at heart. You enjoy creating things, experimenting with technology, and figuring out how to make ideas work. You don't need to be a software engineer, but you're excited to use AI and other tools to build solutions.
Industrious and self-directed. You don't wait for someone to assign you a project. You recognize opportunities, take initiative, and follow through.
A creative problem-solver. You're comfortable tackling unfamiliar challenges, testing ideas, and finding alternative paths when the obvious solution doesn't work.
Relationship-oriented. You build genuine trust, communicate directly, and can navigate conversations with everyone from shop-floor operators to company executives.
Comfortable with ambiguity. You can make progress without a perfectly defined process and are energized by a role that will continue to evolve.
Technically curious. You want to understand how AI, automation, integrations, and software can fundamentally change the way businesses operate.
Accountable. You take ownership of your customers' outcomes and your revenue goals, including when things get difficult.
Always learning. You seek feedback, develop new skills, and aren't attached to doing things a certain way just because they've worked before.

You also bring:

Experience in account management, customer expansion, consultative sales, or a related customer-facing commercial role.
Demonstrated success managing customer relationships and driving renewals, upsells, or expansion revenue.
Strong discovery, negotiation, and relationship management skills.
The ability to understand complex business workflows and translate customer needs into actionable solutions.
Experience using AI tools, automation, low-code platforms, or building software prototypes - or compelling evidence that you can quickly learn to do so.
Experience working with manufacturing, ERP, supply chain, or other operationally complex businesses is a plus.

What Success Looks Like

You consistently meet or exceed your renewal and expansion revenue goals.
Your customers see you as a trusted partner who understands their business, not just someone who manages their subscription.
You proactively uncover and close upsell and expansion opportunities that deliver meaningful customer value.
You can independently explore a customer problem, experiment with tools, and demonstrate a potential solution rather than always waiting for another team to build it.
You recognize when a customer needs an existing product, a new solution, or a different approach entirely.
You build strong relationships across customer organizations and create opportunities for long-term growth.
You maintain clear account plans, accurate revenue forecasts, and visibility into risks and opportunities.
You contribute to improving how Fulcrum serves and grows its existing customers.

Salary range & benefits

$90,000 – $135,000 USD/year + OTE + equity
401(k) matching after 90 days - immediate vesting
Health, dental, and vision benefits
Wellbeing benefits and perks
Unlimited vacation policy with required minimums
Cell phone & internet plan coverage

This role is open to candidates located in the U.S. and authorized to work here. We’re not able to offer visa sponsorship or consider international applicants at this time.

We're not here to make incremental improvements to the way things have always been done. We're here to rethink what's possible.

That takes people who are curious, ambitious, and excited to figure things out that haven't been figured out before.

If that sounds like you, we'd love to build with you.

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More about this job

Skills

Create solutions to problems
Customer relations
Manage accounts
Customer insight
Customer experience
Sales
Negotiation
ERP
Supply chain management

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