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About the Role

The Director of Account Management will lead the Account Management function for the Refreshments division, supporting active AFV Refreshments clients throughout the full post-sale relationship. This includes client onboarding, ongoing account management, retention, renewals, issue escalation, and identifying opportunities to expand existing client relationships. This role is responsible for building a scalable account management strategy, creating repeatable processes, and establishing an operational rhythm that supports client retention, revenue growth, and a strong customer experience. The ideal candidate will be a strategic, hands-on leader who can build playbooks, lead teams, partner cross-functionally, and execute quickly in a growing business environment.

Responsibilities

Build and implement an Account Management playbook for active clients, including account tiering, client management processes, executive business reviews, case management, NPS tracking, and retention strategies.
Establish a consistent operating rhythm with the Key Account Management team through daily, weekly, monthly, and quarterly meetings that drive accountability, visibility, and execution.
Develop and execute strategies to improve client retention, reduce logo churn, and strengthen long-term client relationships.
Create and lead a plan to grow revenue within the existing client base through expanded services, additional client locations, and referral opportunities.
Partner cross-functionally with operations, sales, and executive leadership to improve communication, dashboards, KPIs, client strategies, and overall business performance.
Use data, technology, and process design to improve the client experience while creating scalable tools for personalization, automation, and account visibility.
Build, develop, and lead the Key Account Management team in alignment with future growth strategies, including hiring, coaching, performance management, and expectation setting.
Drive strong execution with urgency, balancing strategic planning with hands-on implementation and continuous improvement.
Earn trust and influence across operations, sales, executive leadership, and internal teams to support retention, growth, and client success priorities.

Requirements

Proven experience leading Account Management, Client Success, Customer Success, or a similar post-sale client relationship function.
Demonstrated experience building, improving, or scaling client management playbooks, processes, and operating models, rather than only inheriting and executing an existing structure.
Strong understanding of retention, renewals, expansion revenue, client health, and account growth strategies.
Experience leading teams, attracting and retaining high performers, setting clear expectations, and managing performance effectively.
Ability to translate executive strategy into practical Account Management plans, team priorities, KPIs, and measurable outcomes.
Strong cross-functional influence skills with the ability to build trust across operations, sales, executive leadership, and client-facing teams.
Technology-forward mindset with curiosity and experience using tools, data, automation, or systems to improve scale, personalization, and customer experience.
High sense of urgency with the ability to plan, build, iterate, and execute quickly in a growing or evolving business environment.
Ability to travel approximately 50% based on business and client needs.

Location

Dallas
Syracuse
Kansas City
Atlanta

Work Type

50% travel

Salary/Compensations

$115000 per year - $130000 per year

About the Company

American Food & Vending is one of the largest privately held dining and refreshment service providers in the United States.
We infuse innovative solutions with unrivaled service and cutting-edge technology to enhance the guest experience and exceed expectations.
Headquartered in Syracuse, NY, we are a family-owned company that has provided exceptional vending and refreshment solutions for over 80 years, managing operations nationwide.
We serve diverse industries, including healthcare, business dining, education, and cultural institutions.
Our comprehensive offerings encompass full-service vending and refreshment solutions, such as advanced micro markets, coffee services, pantry services, and water filtration and purification systems.
American Food & Vending is committed to offering diverse meal options comprising fresh and nutritious snacks, beverages, and meals, all backed by trained technicians and attendants who ensure round-the-clock support and maintenance services to fit our guests' preferences and lifestyles.
As a nationally recognized company, we are the proud recipient of NAMA’s (The Foundation of the National Automatic Merchandising Association) prestigious Operator of the Year Award.
This esteemed recognition reflects our unwavering commitment to delivering exceptional service to our valued partners and guests.
We are dedicated to remaining at the forefront of industry trends and technologies, continuously striving to enhance our services and adapt to the evolving needs of our clients and customers.

Equal Opportunity

American Food & Vending is an Equal Opportunity Employer.