Key Account Manager

About the job

The Key Account Manager plays a crucial role in supporting a curated portfolio of strategically important, high-visibility restaurant partners. In this specialized role, you will apply a high-touch, tailored support model to protect and grow these valuable partnerships through exceptional customer care and thoughtful problem-solving. By acting as a trusted advisor and operational partner, you will ensure these influential restaurants maximize their value and achieve long-term success on the platform. You will also collaborate cross-functionally to champion bespoke operational needs and elevate the overall partner experience.

This position is based in New York City and requires regular local travel.

Responsibilities

Serve as a strategic advisor for a curated portfolio of critical accounts, developing customized retention and growth strategies aligned with each partner's operational goals.
Establish a proactive account-management cadence, delivering customized business reviews and actionable recommendations based on data-driven insights.
Act as an expert consultant on product solutions, conducting audits to optimize platform usage and supporting strategic partnership initiatives.
Guide complex onboarding for new accounts and coordinate cross-functional support during high-priority launches and transitions.
Translate partner feedback and field insights into actionable recommendations for internal stakeholders, serving as the structured voice of the customer.
Drive operational excellence by maintaining accurate documentation, contributing to scalable workflows, and representing the brand professionally during market visits.

Minimum Qualifications

3+ years of experience in account management, hospitality, restaurant operations, or a closely related field.
Proven ability to build strong strategic relationships, provide consultative guidance, and communicate effectively with executive-level stakeholders.
Demonstrated analytical skills with the ability to interpret data and metrics to identify trends, shape strategy, and measure impact.
Excellent organizational, communication, and presentation skills suited for adapting messaging across various audiences.
Must be based in New York City metro with the ability to travel domestically up to 60% for in-person customer meetings, territory mapping, and industry networking events.

Preferred Qualifications

Experience managing high-profile, high-touch, or complex multi-stakeholder accounts.
Deep knowledge of hospitality culture, competitive market dynamics, and the operational workflows of influential restaurants.
Familiarity with hospitality tools, customer relationship management (CRM) systems, and related platform capabilities.
Proven success collaborating with cross-functional teams such as Sales, Marketing, Product, and Onboarding.
Proficiency with enterprise software (e.g., Salesforce, Google Workspace) and comfort using modern workflow efficiency tools.