Pay: $115000 - $130000
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.
- 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.
- 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.
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