Enterprise Account Partner

This is a fully remote position, open to applicants in Arizona, +29 more states.

📋 Description

• Take full ownership of the Executive Account Partner role for a portfolio of enterprise restaurant and hospitality accounts, generating an ARR of $9–12M.

• Build and nurture relationships at the VP and C-suite levels, serving as the trusted senior point of contact.

• Develop account strategies, assess adoption maturity, and ensure alignment with roadmaps across the portfolio.

• Oversee adoption metrics at each customer location and formulate targeted plans to address any gaps.

• Manage customer communications during escalations while Support and Professional Services work on solutions.

• Conduct Executive Business Reviews, translating product usage into tangible business outcomes.

• Enhance Gross Revenue Retention and collaborate with the commercial team on contracts, signings, and renewals.

• Spot expansion opportunities and work together on strategic recommendations.

• Lead recovery initiatives for relationships that are at risk.

• Promote product adoption and clearly articulate its value to operations stakeholders.

• Diagnose issues related to cross-product adoption and configuration across HotSchedules and MacromatiX.

• Identify ineffective FTP/API and HotSchedules/MacromatiX-to-iQ data-flow configurations and involve specialists as necessary.

• Coordinate simultaneous product launches, adoption strategies, and integration architecture workstreams.

• Manage the account through the entire customer lifecycle, including engagement during implementation.

• Collaborate with Professional Services on implementations and address at-risk delivery scenarios.

• Work with Support on urgent escalations and analyze ticket-volume trends to inform adoption strategies.

• Advocate for customer needs to Product and leadership teams.

• Maintain an executive presence through regular onsite visits with customers.

⛳️ Requirements

• A minimum of 5 years in customer success, account management, or a related client-facing role within the SaaS industry.

• Experience in the enterprise restaurant or hospitality sector is strongly preferred.

• Demonstrated independent management of enterprise accounts with a successful track record in retention and expansion results.

• Established credibility in engaging with C-level executives on strategic value, along with operational fluency in the client's business.

• Advanced understanding of products related to workforce management, scheduling, or inventory management, coupled with strong troubleshooting skills.

• Experience collaborating across Sales, Product, Support, and Professional Services teams.

• Proficient in using AI tools, such as Claude, to enhance workflows.

• Comfortable discussing AI-driven product features with enterprise clients.

• Familiarity with Salesforce, Microsoft 365, and API-based integration concepts.

• Willingness to travel approximately 25% domestically to customer sites.

• Must reside in one of the approved states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Louisiana, Massachusetts, Maryland, Maine, Michigan, Minnesota, Mississippi, North Carolina, Nebraska, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, or Washington.

🏝️ Benefits

• Unlimited PTO

• Medical, Dental, Vision Insurance

• 401k Match

• Parental Leave

• Laptop and equipment

• Fully remote employment