Agilysys delivers state-of-the-art software and services built exclusively for hospitality, helping organizations go beyond traditional property management (PMS), point-of-sale (POS), and food and beverage inventory and procurement systems. Its best-in-class solutions operate independently or as a unified ecosystem that connects data and workflows across an operation, property or enterprise. Powered by intelligent guest profiles, data-driven capabilities, and embedded artificial intelligence (AI), Agilysys is architected on a unified data model with a single set of APIs that create shared operational memory across all systems, enabling guest-specific insights to be acted on in real time at any touchpoint. Agilysys delivers advantage through pace and integration, transforming hospitality technology from a system of record into a system of action that accelerates innovation and the rapid delivery of new capabilities. Agilysys serves a 100% hospitality customer base, including hotels and resorts, casinos, cruise lines, corporate and campus dining, healthcare, senior living, and entertainment venues worldwide. www.agilysys.com
Position Summary
We are seeking a highly strategic and relationship-driven Executive Account Manager to serve as the primary dedicated liaison for one of our largest and most important clients - a top-tier contract foodservice management company in North America. This is a high-visibility, executive-level role focused exclusively on this single strategic account.
Working hand-in-hand with the Vice President of Strategic Accounts, you will jointly own the overall health and growth of this critical partnership. You will act as a trusted advisor at the executive level, driving proactive account management, escalation resolution, renewal and expansion opportunities, and seamless cross-functional coordination. This role is ideal for a polished, collaborative professional who thrives in a complex, matrixed environment and excels at building long-term executive relationships.
Why This Role Matters
This is a mission-critical role dedicated to safeguarding and scaling one of our most complex enterprise accounts. With hundreds of operational locations heavily dependent on our platform, even minor disruptions in support, billing, reporting, or product alignment can have significant downstream impacts on the client's business and our revenue retention.
As the Executive Account Manager, you will be the definitive anchor for this account. Expediting critical resolutions, protecting executive relationships, and identifying strategic expansion opportunities. Serving as the vital connective tissue between customer operations and our internal execution teams, you will drive the accountability, transparency, and deep cross-functional alignment required to make this flagship partnership a resounding success.
Key Responsibilities
- Serve as the primary escalation point for critical support issues across the client's enterprise footprint, ensuring swift resolution of high-severity incidents.
- Manage executive-level relationships and communications with key customer stakeholders and internal leadership teams.
- Coordinate cross-functional teams across Support, Product, Security, Finance, and Implementation to drive alignment and resolution of complex issues.
- Own Monthly and Quarterly Business Reviews (MBRs/QBRs), KPI reporting, and executive-level reporting packages for senior stakeholders.
- Maintain operational reporting related to hardware lifecycle management, inventory tracking, product purchase history, and overall account health.
- Lead and participate in recurring operational and intake meetings with customers to continuously improve processes and enhance the client experience.
- Maintain detailed account documentation, including organizational mapping, stakeholder structures, and strategic relationship intelligence.
- Support the end-to-end renewal lifecycle, including contract coordination, commercial alignment, and retention strategy execution.
- Act as the primary operational contact for billing inquiries, invoice management, pricing updates, quoting escalations, and other commercial requests.
- Drive strategic enterprise initiatives, including large-scale software migrations, hardware remediation projects, and expansion opportunities.
- Partner closely with Product teams to track Product Development Requests (PDRs) and ensure alignment with customer roadmap priorities.
- Proactively analyze churn and downsell risk, delivering data-driven insights and recommendations to improve long-term retention and account health
Qualifications
- 7+ years of dedicated experience in Enterprise Account Management, Technical Account Management, or Strategic Customer Success.
- Proven track record of managing large, complex, multi-location enterprise accounts with a massive operational footprint.
- Deep background in SaaS, hospitality technology, F&B operations technology, or complex enterprise software environments.
- Prior experience within the contract foodservice management industry is highly preferred.
- Demonstrated success working hand-in-hand with executive-level stakeholders and navigating high-pressure client environments.
- Strong functional understanding of SaaS renewals, enterprise contracts, complex billing processes, and overall commercial operations.
- Adept at working cross-functionally to drive alignment across Product, Support, Finance, and Implementation teams.
Required Skills & Competencies
- Proven ability to build trusted relationships with C-level executives and senior stakeholders, leading strategic business discussions that drive long-term customer success.
- Highly organized with a demonstrated ability to manage multiple complex, high-visibility initiatives simultaneously while balancing competing priorities.
- Strong commercial acumen with experience navigating enterprise SaaS contracts, pricing strategies, renewals, invoicing, and revenue growth opportunities.
- Proven success partnering across Sales, Customer Success, Product, Support, Finance, and Executive Leadership to align internal teams and deliver exceptional customer outcomes.
- Data-driven with experience leveraging KPIs, executive dashboards, and reporting to identify opportunities, measure success, and inform strategic decisions.
- Exceptional critical-thinking and problem-solving skills with the ability to confidently lead high-priority customer escalations and drive timely resolutions.
- Demonstrated ability to influence, build consensus, and drive accountability across cross-functional teams without direct reporting authority
Personal Attributes
- Calm and level-headed under pressure, particularly when navigating high-severity escalations.
- Highly structured and detail-oriented when managing deep operational complexity.
- Forward-thinking with a strong bias toward identifying and mitigating risks before they impact the client.
- An exceptional communicator capable of translating technical, financial, and operational challenges into clear executive narratives.
- Collaborative yet firm, possessing the natural authority to influence both internal teams and external client stakeholders effectively.
- Deeply customer-obsessed, bringing an unyielding sense of extreme ownership to account health, success, and long-term retention.
- Exceptionally comfortable navigating ambiguity and managing evolving priorities within complex enterprise environments.
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Must be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency in order to maintain compliance with their laws and to successfully perform in the role.
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The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.
Agilysys is an equal opportunity employer. In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.
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