Customer Engagement Manager, Meal Programs

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Oversee a portfolio of high-value Meal Program accounts, ensuring full responsibility for retention and GMV protection.

• Act as the main point of contact and strategic partner for your accounts following AE handoff, fostering trusted relationships with account administrators and key stakeholders to ensure ezCater has an engaged partner within each account.

• Hold regular business reviews (both in-person and virtual) with accounts to align on objectives, showcase delivered value, and uncover opportunities to strengthen the relationship.

• Coordinate with cross-functional partners when issues related to service, delivery, restaurant variety, and order accuracy arise, advocating on behalf of the customer across internal teams.

• Keep precise and current account records in Salesforce, including stakeholder maps, account health, risk factors, and next steps, ensuring context is always visible and actionable.

• Assist in refining the playbooks, signals, and strategies for how ezCater retains its most valued Meal Program customers over time.

• Internally advocate for product and service enhancements based on direct customer feedback and usage trends.

• Utilize AI tools in daily operations to prioritize accounts, tailor outreach, summarize customer feedback, and identify next best actions, while exercising sound judgment and maintaining a high-quality customer experience.

⛳️ Requirements

• A minimum of 5 years of experience in consultative sales, account management, or strategic customer relationships within a B2B, SaaS, marketplace, or service-driven context.

• Proven history of managing a portfolio of business with accountability for retention.

• Experience prioritizing accounts and implementing proactive outreach plans with urgency and sound judgment.

• Strong skills in relationship-building, with the capacity to earn trust and influence a variety of customer stakeholders, from daily administrators to executive sponsors.

• Comfortable working collaboratively with sales, support, operations, and product teams to address challenges and deliver for customers.

• Excellent organizational skills and attention to detail, with the ability to handle multiple accounts, priorities, and follow-ups simultaneously.

• A data-informed mindset, capable of translating account signals and customer feedback into actionable insights.

• Experience utilizing Salesforce to manage account activities, document insights, track opportunities, and maintain account hygiene.

• A “figure it out” attitude that motivates you to take ownership in ambiguous situations. You’re willing to learn from failures and improve subsequently.

• Readiness to travel approximately 25% of the time.

• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings, and other events as needed.

🏝️ Benefits

• Competitive salary in the market.

• Stock options that you’ll help increase in value.

• 12 paid holidays.

• Flexible PTO.

• 401K with ezCater matching.

• Health, dental, and FSA benefits.

• Long-term disability insurance.

• Resources for mental health and family planning.

• Flexible remote-hybrid work arrangements from our fantastic Boston office, your home, or a combination of both.

• Significant responsibility and autonomy.

• Amazing colleagues.

• Employee meal program and other perks when you're in the office.