Director of Account Management

About the role

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.

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. Recognized by NAMA and our peers as Operator of the Year, we combine national capabilities with a personal, responsive approach to create exceptional experiences for our clients and guests. 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.

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, KPI