Inside Customer Manager

The Inside Customer Manager (ICM) is the primary owner of the customer relationship post-sale. In our sales support structure, the ICM sits between the Account Manager (commercial strategy) and the Inside Sales team (transactional operations). The ICM's core accountability is simple: how does the customer feel? They protect the relationship, manage expectations, handle escalations, and ensure that every customer in their book receives a consistent, high-quality service experience.

The ICM runs accounts jointly with the AM, acting as the long-term relationship anchor while enabling the AM to lead on new commercial opportunities