Director of Account Management

Description

The Director of Account Management oversees the strategic direction, leadership, and performance of the Account Management team. This role serves as the system owner for Rapids’ Account Management and inbound sales engine, responsible for executing, enforcing, and continuously improving policies, processes, and operating discipline that drive predictable revenue, Gross Profit (GP), and client retention.

Essential Responsibilities:

The essential duties and responsibilities include, but are not limited to:

• Lead, coach, and develop a team of Account Managers to achieve sales and service excellence through mandatory, outcomes-driven bi-weekly 1:1 meetings, structured coaching, and documented performance management. Build bench strength, promotability, and long-term capability across the Account Management organization.
• Own and enforce the Key Account policy, including qualification, maintenance, and removal standards, without exception. Ensure healthy, focused Key Account and House Account portfolios across the Account Management team.
• Own revenue and Gross Profit (GP) outcomes generated through the Account Management team and drive predictable Key Account growth and retention.
• Collaborate with Business Development and Sales Leadership to identify new opportunities and ensure alignment with company objectives while maintaining disciplined role clarity between hunting, inbound conversion, and account ownership.
• Set measurable KPIs for account performance and track results through CRM and reporting tools. Own CRM opportunity management, forecasting accuracy, and Power BI scorecards used to drive accountability and performance transparency.
  Ensure data accuracy across CRM, DDI, and reporting platforms.
• Own the inbound lead system, ensuring phone, chat, and inbound demand convert into properly qualified, documented CRM opportunities and revenue. Ensure proper qualification, routing, and prioritization of inbound opportunities to protect Account Manager focus and improve close rates.
• Lead weekly Account Management team meetings using EOS discipline and ensure consistent execution of sales processes, tools, and best practices.
• Analyze sales data and market trends to forecast business needs and identify opportunities for expansion.
• Facilitate communication between internal departments to ensure seamless order fulfillment, client onboarding, and ongoing service.
• Participate in contract negotiations, pricing strategy discussions, and client presentations for key accounts.
• Represent the company at trade shows, industry events, and networking opportunities to strengthen brand presence and client engagement.
• Ensure consistent use of best practices, sales tools, and processes across the Account Management team. Manage performance through documented coaching, corrective action, and formal improvement plans when necessary.
• Other duties as assigned.

Skills and Abilities:

• Strong leadership, team development, and motivational skills.
• Strategic thinker with the ability to balance client satisfaction and business profitability.
• Excellent communication, negotiation, and presentation skills.
• Proven ability to analyze complex data and make data-driven decisions.
• Strong organizational skills with attention to detail and follow-through.
• Ability to manage multiple priorities in a fast-paced environment.

Qualifications:

• Bachelor’s degree in Business, Sales, Marketing, or related field preferred.
• 5+ years of progressive experience in account management, client relations, or sales leadership, preferably in foodservice, hospitality, or wholesale distribution.
• Demonstrated success managing and growing large client portfolios.
• Experience leading and developing high-performing teams.
• Proficiency in CRM systems, Microsoft Office Suite, and sales reporting platforms.

Physical Requirements: 

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 25 lbs.