Account Manager

JOB DESCRIPTION Account Manager Draft for review | Revised October 2026 Position Title Account Manager Department Customer Success, Account Management Reports To Manager, Account Management FLSA Status Exempt Salary Grade Level 5 JOB DESCRIPTION SUMMARY Working under the direction of the Manager, Account Management as a member of the Customer Success team, the Account Manager is the customer’s main point of contact and owns the day-to-day health of an assigned book of accounts.

Each Account Manager carries a book of accounts sized by account complexity. The Account Manager owns the commercial side of each account, including the contract, onboarding, pricing, credits, and, for now, customer-owned inventory. Once an account or project is onboarded, Project Management runs the project work, and the Account Manager stays involved to protect the customer relationship and RTG’s margin.

The Account Manager also spots growth opportunities and passes them to the Key Account Manager or Sales. ESSENTIAL JOB DUTIES Contracts and onboarding: own the customer contract and onboarding for assigned accounts; know each account’s contract terms, SLAs, and renewal dates, and raise gaps early Handoffs to Project Management: hand onboarded accounts and projects to Project Management with clear, written handoff notes; when a project or NRO is handed back, make any contract changes in Net.

Suite Price books: build and maintain customer-level price books in Net. Suite based on the contract Margin: check that pricing is never below cost, working with Purchasing to confirm costs are current; quote from the RTG price book and flag any deal below target margin before it is sold Credits: create credits and credit memos with full detail and context (reason, invoice, and related project); submit for manager review and keep Project Management leadership informed of credits tied to project work Billing: work with Billing on past-due balances and invoice disputes Customer-owned inventory (interim): until a dedicated Customer-Owned Inventory Manager is in place, manage customer-owned inventory for assigned accounts.

Track equipment status with the Warehouse and alert customers early when equipment is missing, including the risk of site-not-ready, expedite, or cancellation fees. This duty moves to the Customer-Owned Inventory Manager once that role is filled Customer support: respond to customer and franchisee requests and follow issues through to resolution; serve as point of escalation for Project Management, Service, Dispatch, Purchasing, and Accounts Receivable Partner accounts: support day-to-day work on assigned partner accounts (such as Toast and PAR), working with the Key Account Manager or partner owner on account direction SLAs: monitor SLAs and open calls with Dispatch, Help Desk, and Repair, and communicate SLA results internally and with customers Teamwork: keep Account Associate and Project Management partners fully informed and use the agreed request process and Smartsheet workflows for handoffs Communication: communicate outages and account management changes to customers; gather customer feedback through surveys and check-ins Growth and retention: sell maintenance programs and help desk services; log growth signals (new stores, aging hardware, maintenance gaps, POS conversions) in Hub.

Spot for the Key Account Manager within one week; raise attrition risk early Systems: keep account, contact, and deal records current in Hub. Spot; monitor Net. Suite dashboards for Account Management and act on trends that could affect the customer QUALIFICATIONS / BASIC JOB REQUIREMENTS 2+ years in account management, customer success, or inside sales, ideally in technology, hardware, or field services Comfortable reading contracts, quotes, margins, and invoices Ability to prioritize multiple projects and meet deadlines with little or no supervision Strong follow-through across several internal teams at once Ability to write clear, professional, grammatically correct correspondence Demonstrated analytical and problem-solving skills Working knowledge of Microsoft Office and a CRM; Net.

Suite, Hub. Spot, and Smartsheet experience a plus SUCCESS FACTORS Takes ownership of problems and follows them through, even when the work crosses team lines Must be assertive and results oriented when managing difficult problems Must be analytical and creative when resolving complex issues quickly Must be a strong negotiator who protects RTG’s margin Direct, honest communication style and operates with the highest level of integrity HOW SUCCESS IS MEASURED Measure What it shows Pricing and credit accuracy Price books match the contract; credits and credit memos have full detail; fewer rebills caused by pricing or contract errors Handoff quality Clear, complete written handoffs to Project Management; fewer issues traced back to missing account or contract information Revenue growth and retention Revenue kept and grown in the book year over year (NRR / GRR) Account margin Pricing never below cost; below-target-margin deals flagged before they are sold Maintenance and help desk attach Recurring services sold into the book Activity and engagement Hub.

Spot records current; growth signals logged and passed to the KAM Customer satisfaction Survey results, check-ins, and issue resolution time EDUCATION AND EXPERIENCE Bachelor’s degree in business, communications, or related field, or equivalent work experience Minimum of 2 years in a customer-facing service or account management role Background in retail, hospitality, or restaurant technology (POS, KDS, kiosks, networking) is a strong plus WORKING CONDITIONS Office environment May require short periods in a warehouse environment Possibility of travel 10%–20% PHYSICAL DEMANDS May require lifting 10–20 lbs Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES None