Customer Success Account Manager

Customer Success Account Manager

Within Operations, we are growing our Digital Inside Sales (DIS) team. Our groundbreaking approach to sales brings clients the right combination of trusted technical sellers and innovative technology, powered by data and insights.

The Customer Success Account Manager is responsible for managing and nurturing existing accounts through a scalable, centralized support model. This role balances customer service and order management with a self-starter mindset, ensuring customer satisfaction, the north star of the program, while driving account retention and incremental revenue.

Customer Success Account Manager's handle day to day account needs, resolve issues quickly, and identify opportunities to upsell and cross-sell. The role is ideal for individuals who bring customer service, logistics, or food service knowledge and are eager to apply those skills in a customer-facing sales capacity.

Who You Are

• A customer-first professional who values satisfaction and retention as the foundation of success.
• Adaptable and flexible, comfortable managing both transactional support and sales growth.
• Compassionate and detail-oriented, especially when dealing with food products and unit of measure accuracy.
• Someone who thrives on cross-functional collaboration and enjoys turning service interactions into growth opportunities.

Key Responsibilities

Customer Contact & Account Management

• Serve as the primary point of contact for ~100 assigned accounts.
• Manage customer outreach, prioritize needs, and maintain strong customer relationships.
• Troubleshoot and resolve issues related to orders, deliveries, credits, or substitutions.
• Conduct business reviews to uncover growth opportunities.

Order Management & Support

• Enter and track customer orders in coordination with routing.
• Resolve order execution issues such as shortages, stock-outs, or mis-picks.
• Review and process substitution requests, credit submissions, and sample requests.
• Maintain and update order guides and product tools in MOXe.

Sales Growth & Strategy

• Identify and qualify new business opportunities within existing accounts.
• Assess customer fit, pricing strategy, and market trends to optimize margins.
• Cross-sell and upsell product offerings during customer interactions.
• Support forecasting, business planning, and achievement of sales targets.

Communication & Collaboration

• Respond to customer inquiries via phone, email, and text.
• Track issues and updates in internal systems (SOUS, PRISM, etc.).
• Partner with Territory Managers, Replenishment, and other support teams to ensure service excellence.

Basic Qualifications

Required:

• Minimum of 2 years' experience in food management, restaurant operations, food logistics or food distribution
• Minimum of 1 years' experience of account management

Preferred:

• Experience in sales, customer care, or account management within food service, logistics, or distribution.
• Familiarity with order management systems (e.g., CRM, SFDC) or similar tools.
• Strong customer service mindset with proven ability to resolve issues quickly.
• Ability to analyze customer data and identify growth opportunities.
• Excellent communication and relationship-building skills.
• Strong problem-solving ability with flexibility to adapt to dynamic accounts needs with attention to detail.
• Detail-oriented with ability to manage multiple tasks and priorities.

This is a full-time in office position 5 days a week in our Atlanta, GA office.