Account Manager

Felfel • New York, NY

6d • Onsite

About The Position

FELFEL is one of New York’s hottest food-tech scale-ups, changing the way people eat at work. Our smart fridges bring the city’s best local chefs and trendiest restaurants straight to the office. Our founders are closely involved here in New York as we build out this new region alongside our Swiss market, where we already serve more than 1,000 clients. The ideal candidate combines warm hospitality with commercial drive and a genuine passion for food. This role owns a book of corporate clients, ensuring each office loves its FELFEL fridge. The Account Manager acts as a trusted partner for HR and workplace leads, the voice of the client inside FELFEL, and turns happy accounts into growing ones. This individual is a natural relationship builder who takes ownership of their accounts, is highly organized and proactive, and works on solutions when things don't go to plan. They are comfortable managing client expectations and handling operational details, keeping Sales, Operations, and Food aligned through clear communication. A hospitality or food service background is preferred, along with accountability and a drive for continuous improvement.

Requirements

• 5+ years of experience in account management, client success, or B2B hospitality, ideally in food, workplace services, or a fast-growing start-up.
• Natural relationship builder who earns trust with senior stakeholders and stays calm and solution-oriented when things go wrong.
• Commercially minded and analytical: spots upsell and expansion opportunities early, knows how to secure a renewal, and turns data into decisions.
• Highly organized and detail-oriented, balances multiple accounts and priorities with ease, and thrives in a start-up that's still building its processes.
• Communicates clearly and proactively, in writing and in person, with clients and with teammates across Sales, Operations and Food.
• Comfortable with a CRM (HubSpot a plus) and Google Workspace or Microsoft Office.
• A bachelor's degree or equivalent experience is preferred.
• Authorized to work in the United States (no visa sponsorship provided).
• Passion for good food and belief that office workers deserve a better lunch, every day.

Responsibilities

• Own the relationship with your book of corporate clients as the primary point of contact for HR leads, office managers and workplace experience leads.
• Build trust and a strategic understanding of each account to create tailored solutions, and represent FELFEL's brand and values with clients, partners and teammates.
• Lead onboarding for new clients and new office launches: plan, coordinate, and execute the setup and go-live in partnership with clients and internal teams.
• Own the renewal cycle for your book. Guide clients through their trial phase and first year to secure strong retention, align our services with each client's goals and budget, and drive upsell and cross-sell opportunities.
• Ensure delivery excellence and exceptional hospitality at every touchpoint. Work closely with your Customer Success Associates to deliver a great onsite experience, and resolve issues and escalations with urgency.
• Partner cross-functionally with Sales, Operations, Food, Marketing, and Finance to support business development, ensure seamless implementation, and champion service/product improvements.
• Lead quarterly reviews and product samplings to gather feedback, show account performance and introduce new offerings.
• Keep client records, contracts and renewal dates accurate in our CRM.
• Track account KPIs, prepare client and internal reports, and help build and standardize processes as we grow.

Benefits

• Plenty of delicious food from our own FELFEL fridge
• Exceptional Italian coffee and a selection of fine teas
• Central Flatiron office and Brooklyn location, surrounded by NYC’s best culinary inspiration
• 20 days of PTO + 10 holidays (some flexible)
• Comprehensive healthcare options
• 401k options
• Paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree