Director, Account Management

American Food & Vending; New York (NY); On-site; USD 115,000 - 130,000; Full time

Job summary

American Food & Vending seeks a Director of Account Management to lead the post-sale relationship across active AFV Refreshments clients, managing onboarding, retention, renewals, and expansion opportunities. The role shapes a scalable playbook, drives cross-functional collaboration, and builds an operational rhythm to boost revenue and customer experience.

The ideal candidate is a strategic, hands-on leader who can develop playbooks, coach teams, and execute quickly in a growing business.

Qualifications

• Proven experience leading Account Management, Client Success, or a similar post-sale function.

Responsibilities

• Build and implement an Account Management playbook for active clients, including tiering, reviews, and retention strategies.
• Establish a consistent operating rhythm with the KAM team through regular meetings to drive accountability and execution.
• Grow revenue within existing client base via expanded services and additional locations, leveraging referrals.
• Partner cross-functionally with operations, sales, and leadership to improve communication, dashboards, and KPIs.
• Lead the KAM team in alignment with growth strategies, including hiring and coaching.

Skills

Account management

Leadership

Strategic planning

Cross-functional collaboration

Data-driven

Tools

CRM software

Dashboards

Job description

Pay: $115000 - $130000 plus quarterly variable compensation

Summary

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 through added services, additional locations, and referrals.

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.

The preferred location is a high account activity market such as Dallas, Syracuse, or Kansas City, with flexibility for other leadership-aligned markets such as Atlanta. This role requires approximately 50% travel.

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.Team size will be 5–50 people; revenue scope $10M–$100M.
• 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.

Qualifications

• 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.

About Us

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 andcutting-edgetechnology 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 optionscomprisingfresh 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) prestigiousOperator of the Year Award. This esteemed recognition reflects our unwavering commitment to delivering exceptional service to our valued partners and guests.

We are dedicated toremainingat the forefront of industry trends and technologies, continuously striving to enhance our services and adapt to the evolving needs of our clients and customers.

American Food & Vending is an Equal Opportunity Employer.

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