Job Summary:
Agilysys is a provider of hospitality technology software solutions and services. They are seeking a strategic and relationship-driven Executive Account Manager to serve as the primary liaison for a top-tier contract foodservice management client, focusing on managing and growing this critical partnership.
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 operational reporting related to hardware lifecycle management, inventory tracking, product purchase history, and overall account health.
• Lead and participate in recurring operational and intake meetings with customers to continuously improve processes and enhance the client experience.
• 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.
• Act as the primary operational contact for billing inquiries, invoice management, pricing updates, quoting escalations, and other commercial requests.
• 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.
• Proactively analyze churn and downsell risk, delivering data-driven insights and recommendations to improve long-term retention and account health.
Qualifications:
Required:
• 7+ years of dedicated experience in Enterprise Account Management, Technical Account Management, or Strategic Customer Success.
• 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.
• Exceptional critical-thinking and problem-solving skills with the ability to confidently lead high-priority customer escalations and drive timely resolutions.
• Demonstrated ability to influence, build consensus, and drive accountability across cross-functional teams without direct reporting authority.
• Calm and level-headed under pressure, particularly when navigating high-severity escalations.
• Highly structured and detail-oriented when managing deep operational complexity.
• Forward-thinking with a strong bias toward identifying and mitigating risks before they impact the client.
• An exceptional communicator capable of translating technical, financial, and operational challenges into clear executive narratives.
• Collaborative yet firm, possessing the natural authority to influence both internal teams and external client stakeholders effectively.
• Deeply customer-obsessed, bringing an unyielding sense of extreme ownership to account health, success, and long-term retention.
• Exceptionally comfortable navigating ambiguity and managing evolving priorities within complex enterprise environments.
Preferred:
• Prior experience within the contract foodservice management industry is highly preferred.
Company:
Agilysys is a hospitality solutions company. Founded in 1963, the company is headquartered in Alpharetta, USA, with a team of 1001-5000 employees. The company is currently Late Stage.
