Account Manager
Retail Technology Group
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Job summary
Retail Technology Group in St. Louis, MO is hiring an Account Manager to serve as the customer’s main point of contact and own day-to-day health for an assigned book of accounts.
You will manage contracts, onboarding, pricing, credits, and customer-owned inventory, while coordinating with Project Management to safeguard the relationship and RTG’s margin. The role requires 2+ years in account management or related field, strong negotiation and analytical abilities, and experience with CRM/ERP
Qualifications
- 2+ years in account management, customer success, or inside sales, ideally in technology, hardware, or field services.
- Comfortable reading contracts, quotes, margins, and invoices.
- Ability to prioritize multiple projects and meet deadlines with little or no supervision.
- Strong follow-through across several internal teams at once.
- Ability to write clear, professional, grammatically correct correspondence.
- Demonstrated analytical and problem-solving skills.
- Working knowledge of Microsoft Office and a CRM; NetSuite, HubSpot, and Smartsheet experience a plus.
Responsibilities
- Own the customer contract and onboarding for assigned accounts; know each account’s contract terms, SLAs, and renewal dates, and raise gaps early.
- Hand onboarded accounts and projects to Project Management with clear, written handoff notes; when a project or NRO is handed back, make any contract changes in NetSuite.
- Build and maintain customer-level price books in NetSuite based on the contract.
- Check that pricing is never below cost, working with Purchasing to confirm costs are current; quote from the RTG price book and flag any deal below target margin before it is sold.
- Create credits and credit memos with full detail and context (reason, invoice, and related project); submit for manager review and keep Project Management leadership informed of credits tied to project work.
- Work with Billing on past-due balances and invoice disputes.
- Until a dedicated Customer-Owned Inventory Manager is in place, manage customer-owned inventory for assigned accounts; track equipment status and alert customers when missing.
- Respond to customer and franchisee requests and follow issues through to resolution; serve as escalation point for Project Management, Service, Dispatch, Purchasing, and Accounts Receivable.
- Support day-to-day work on assigned partner accounts (such as Toast and PAR) with the Key Account Manager or partner owner on account direction.
- Monitor SLAs and open calls with Dispatch, Help Desk, and Repair; communicate SLA results internally and with customers.
- Keep Account Associate and Project Management partners informed and use the agreed request process and Smartsheet workflows for handoffs.
- Communicate outages and account management changes to customers; gather customer feedback through surveys and check-ins.
- Sell maintenance programs and help desk services; log growth signals in HubSpot for the Key Account Manager within one week; raise attrition risk early.
- Keep account, contact, and deal records current in HubSpot; monitor NetSuite dashboards for Account Management and act on trends that could affect the customer.
Skills
Education
Tools
Job description
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
Account Managers Regular Full Time Clerical St. Louis, MO, St. Louis, MO, US
2 days ago Requisition ID: 1141
Salary Range: $45,000.00 To $55,000.00 Annually
Account Manager
Draft for review | Revised October 2026
Account Manager
Customer Success, Account Management
Manager, Account Management
Exempt
5
Working under the direction of the Manager, Account Management as a member of the Customer Success team, the Account Manager is the customer’s main point of contact and owns the day-to-day health of an assigned book of accounts. Each Account Manager carries a book of accounts sized by account complexity.
The Account Manager owns the commercial side of each account, including the contract, onboarding, pricing, credits, and, for now, customer-owned inventory. Once an account or project is onboarded, Project Management runs the project work, and the Account Manager stays involved to protect the customer relationship and RTG’s margin. The Account Manager also spots growth opportunities and passes them to the Key Account Manager or Sales.
- Contracts and onboarding: own the customer contract and onboarding for assigned accounts; know each account’s contract terms, SLAs, and renewal dates, and raise gaps early
- Handoffs to Project Management: hand onboarded accounts and projects to Project Management with clear, written handoff notes; when a project or NRO is handed back, make any contract changes in NetSuite
- Price books: build and maintain customer-level price books in NetSuite based on the contract
- Margin: check that pricing is never below cost, working with Purchasing to confirm costs are current; quote from the RTG price book and flag any deal below target margin before it is sold
- Credits: create credits and credit memos with full detail and context (reason, invoice, and related project); submit for manager review and keep Project Management leadership informed of credits tied to project work
- Billing: work with Billing on past-due balances and invoice disputes
- Customer-owned inventory (interim): until a dedicated Customer-Owned Inventory Manager is in place, manage customer-owned inventory for assigned accounts. Track equipment status with the Warehouse and alert customers early when equipment is missing, including the risk of site-not-ready, expedite, or cancellation fees. This duty moves to the Customer-Owned Inventory Manager once that role is filled
- Customer support: respond to customer and franchisee requests and follow issues through to resolution; serve as point of escalation for Project Management, Service, Dispatch, Purchasing, and Accounts Receivable
- Partner accounts: support day-to-day work on assigned partner accounts (such as Toast and PAR), working with the Key Account Manager or partner owner on account direction
- SLAs: monitor SLAs and open calls with Dispatch, Help Desk, and Repair, and communicate SLA results internally and with customers
- Teamwork: keep Account Associate and Project Management partners fully informed and use the agreed request process and Smartsheet workflows for handoffs
- Communication: communicate outages and account management changes to customers; gather customer feedback through surveys and check-ins
- Growth and retention: sell maintenance programs and help desk services; log growth signals (new stores, aging hardware, maintenance gaps, POS conversions) in HubSpot for the Key Account Manager within one week; raise attrition risk early
- Systems: keep account, contact, and deal records current in HubSpot; monitor NetSuite dashboards for Account Management and act on trends that could affect the customer
- 2+ years in account management, customer success, or inside sales, ideally in technology, hardware, or field services
- Comfortable reading contracts, quotes, margins, and invoices
- Ability to prioritize multiple projects and meet deadlines with little or no supervision
- Strong follow-through across several internal teams at once
- Ability to write clear, professional, grammatically correct correspondence
- Demonstrated analytical and problem-solving skills
- Working knowledge of Microsoft Office and a CRM; NetSuite, HubSpot, and Smartsheet experience a plus
- Takes ownership of problems and follows them through, even when the work crosses team lines
- Must be assertive and results oriented when managing difficult problems
- Must be analytical and creative when resolving complex issues quickly
- Must be a strong negotiator who protects RTG’s margin
- Direct, honest communication style and operates with the highest level of integrity
Pricing and credit accuracy
Price books match the contract; credits and credit memos have full detail; fewer rebills caused by pricing or contract errors
Clear, complete written handoffs to Project Management; fewer issues traced back to missing account or contract information
Revenue growth and retention
Revenue kept and grown in the book year over year (NRR / GRR)
Account margin
Pricing never below cost; below-target-margin deals flagged before they are sold
Maintenance and help desk attach
Recurring services sold into the book
Activity and engagement
HubSpot records current; growth signals logged and passed to the KAM
Survey results, check-ins, and issue resolution time
- Bachelor’s degree in business, communications, or related field, or equivalent work experience
- Minimum of 2 years in a customer-facing service or account management role
- Background in retail, hospitality, or restaurant technology (POS, KDS, kiosks, networking) is a strong plus
- May require short periods in a warehouse environment
- Possibility of travel 10%-20%
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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