Director, Account Management

American Dining Creations; New York (NY); On-site; USD 115,000 - 130,000; Full time

Benefits offered by this job

Weekly pay

401K match

Referral program

Employee Assistance Program

Flexible hours

Medical, Prescription, Dental, Vision

Job summary

American Dining Creations is seeking a Director of Account Management to lead the post-sale client relationship across the Refreshments division. You will onboard clients, manage ongoing relationships, drive retention and renewals, handle escalations, and uncover expansion opportunities across locations.

The role requires building scalable processes, leading a team of 5–50, and partnering with cross-functional leadership to optimize KPIs, client strategies, and the overall business impact.

Qualifications

• Proven experience leading Account Management, Client Success, Customer Success, or similar post-sale function.
• Experience building or scaling client management playbooks and operating models.

Responsibilities

• Build and implement an account management playbook for active clients, including tiering and retention strategies.
• Establish a consistent operating rhythm with the Key Account Management team through regular meetings.
• Develop and execute strategies to improve client retention and reduce logo churn.
• Grow revenue within existing client base via expanded services and additional locations.
• Partner with operations, sales, and leadership to improve communication, dashboards, KPIs, and performance.

Skills

Account Management Leadership

Client Success

Stakeholder Management

Data-Driven Decisions

Team Leadership

Travel Availability

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Dashboards/Analytics

Job description

Pay: $115000 per year - $130000 per year plus quarterly variable compensation

Summary: The Director, 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.

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

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.

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 – Treat people as family.

Integrity – Do the right thing.

Responsiveness – Listen first. Then act with urgency.

Service Excellence – Deliver exceptional experiences every day.

Teamwork – Win together.

American Food & Vending Offers

• Weekly pay


• 401K with company match


• Employee Referral Bonus Program


• Employee Assistance Program


• Some positions may include flexible hours and shifts


• Eligible employees offered Medical, Prescription, Dental, and Vision Plans, FSA/HSA


• Ongoing development and Advancement opportunities

American Food & Vending is an Equal Opportunity Employer.