Agilysys

Agilysys

Executive Account Manager - Contract Food Services & Hospitality

Alpharetta, GA · Exec

Sponsorship not specifiedDetected 15 days ago
SwiftAccount ManagementProcurementCustomer SuccessLeadershipCommunicationProblem SolvingOrganizational Skills

About the role

  • We are seeking a highly strategic and relationship-driven Executive Account Manager to serve as the primary dedicated liaison for one of our largest and most important clients - a top-tier contract foodservice management company in North America.
  • This is a high-visibility, executive-level role focused exclusively on this single strategic account.
  • You will act as a trusted advisor at the executive level, driving proactive account management, escalation resolution, renewal and expansion opportunities, and seamless cross-functional coordination.

Responsibilities

  • Serve as the primary escalation point for critical support issues across the client's enterprise footprint, ensuring swift resolution of high-severity incidents.
  • Manage executive-level relationships and communications with key customer stakeholders and internal leadership teams.
  • Coordinate cross-functional teams across Support, Product, Security, Finance, and Implementation to drive alignment and resolution of complex issues.
  • Own Monthly and Quarterly Business Reviews (MBRs/QBRs), KPI reporting, and executive-level reporting packages for senior stakeholders.
  • Maintain detailed account documentation, including organizational mapping, stakeholder structures, and strategic relationship intelligence.
  • Support the end-to-end renewal lifecycle, including contract coordination, commercial alignment, and retention strategy execution.
  • Drive strategic enterprise initiatives, including large-scale software migrations, hardware remediation projects, and expansion opportunities.
  • Partner closely with Product teams to track Product Development Requests (PDRs) and ensure alignment with customer roadmap priorities.
  • Lead and participate in recurring operational and intake meetings with customers to continuously improve processes and enhance the client experience.

Requirements

  • 7+ years of dedicated experience in Enterprise Account Management, Technical Account Management, or Strategic Customer Success.
  • Required Skills & Competencies
  • It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
  • Proven track record of managing large, complex, multi-location enterprise accounts with a massive operational footprint.
  • Deep background in SaaS, hospitality technology, F&B operations technology, or complex enterprise software environments.
  • Demonstrated success working hand-in-hand with executive-level stakeholders and navigating high-pressure client environments.
  • Strong functional understanding of SaaS renewals, enterprise contracts, complex billing processes, and overall commercial operations.
  • Adept at working cross-functionally to drive alignment across Product, Support, Finance, and Implementation teams.
  • Proven ability to build trusted relationships with C-level executives and senior stakeholders, leading strategic business discussions that drive long-term customer success.
  • Highly organized with a demonstrated ability to manage multiple complex, high-visibility initiatives simultaneously while balancing competing priorities.
  • Strong commercial acumen with experience navigating enterprise SaaS contracts, pricing strategies, renewals, invoicing, and revenue growth opportunities.
  • Proven success partnering across Sales, Customer Success, Product, Support, Finance, and Executive Leadership to align internal teams and deliver exceptional customer outcomes.
  • Data-driven with experience leveraging KPIs, executive dashboards, and reporting to identify opportunities, measure success, and inform strategic decisions.

Nice to have

  • Prior experience within the contract foodservice management industry is highly preferred.

Benefits

  • Maintain operational reporting related to hardware lifecycle management, inventory tracking, product purchase history, and overall account health.
  • Proactively analyze churn and downsell risk, delivering data-driven insights and recommendations to improve long-term retention and account health
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