Director of Account Management
American Food & Vending ⏐ American Dining Creations · NY, US
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About the Role
Lead the Account Management function for the Refreshments division, supporting active AFV Refreshments clients throughout their post-sale relationship. This includes client onboarding, ongoing account management, retention, renewals, issue escalation, and identifying opportunities to expand existing client relationships. Build a scalable account management strategy, create repeatable processes, and establish 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.
- Minimum of 7–10 years leadership experience.
- 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
- Full-time
- Hybrid
Experience Level
- 7-10 years leadership experience
Salary/Compensations
- $115,000 - $130,000 per year plus quarterly variable compensation
Benefits
- Weekly pay
- 401K with company match
- Employee Referral Bonus Program
- Employee Assistance Program
- Flexible hours and shifts (some positions)
- Medical, Prescription, Dental, and Vision Plans, FSA/HSA (eligible employees)
- Ongoing development and Advancement opportunities
About the Company
- Together, American Food & Vending and American Dining Creations form one of the nation’s largest privately held dining and refreshment service organizations.
- Family-owned and headquartered in Syracuse, NY, we have served clients nationwide for more than 80 years, delivering customized dining and refreshment solutions across business, education, healthcare and cultural environments.
- Recognized by NAMA and our peers as Operator of the Year, we combine national capabilities with a personal, responsive approach to create exceptional experiences for our clients and guests.
- Our Mission: To create moments of happiness through customized hospitality experiences that delight guests and bring people together.
- Our Vision: To be the best in the industry at elevating hospitality experiences for places where people want to be.
- Our Values: F.I.R.S.T. (Family, Integrity, Responsiveness, Service Excellence, Teamwork)
Equal Opportunity
- American Food & Vending is an Equal Opportunity Employer.