InnoServ Customer Account Manager

Gordon Food Service•Wyoming, MI

8d•Hybrid

About The Position

Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. See below for a quick glance of who we are and the impact you could have on the food service industry. There's a seat at our table for you... Position Summary: The InnoServ Customer Account Manager performs an integral, customer facing role of project management and facilitation to transition customers during the onboarding or offboarding process in support of InnoServ North America. Includes creating project documentation, oversight of the integration plan and timely handoff of completed projects to the service management team who will manage the daily account business. The Customer Integration role is responsible for accelerating customer value realization by guiding new clients through the initial setup, training, and adoption of the product or service. This role is a blend of project management, technical consultation, and relationship building, focused on reducing the Time-to-First-Value (TTFV) and ensuring the customer successfully adopts the core features necessary to achieve their specific business goals, thereby maximizing early retention.

Requirements

Demonstrated ability to lead and facilitate live and virtual meetings with both internal and external audiences ranging with guest count from 1 to 100+.
Ability to develop, refine, communicate, and implement plans and to set and define goals.
Ability to analyze and interpret data.
Time management, administration, and organizational skills.
This position requires excellent interpersonal, communication, collaboration, and organizational skills to assist with the strategic development and implementation of key account relationships inside and outside of InnoServ.
Must have industry knowledge and be able to coordinate meetings and consistent communication strategies alongside of the main decision makers to support InnoServ growth.
Proficient in the Google Suite will all tools and able to manage meetings with customers in person and virtually.

Nice To Haves

Bachelor Degree in Business, Marketing, Supply Chain or related field is preferred.
Ability to perform at a level equivalent to a bachelor degree in Sales, Marketing or other related field, typically as achieved by 5 or more years of relevant work experience, or a combination of experience and education.
Advanced knowledge of spreadsheets, both in Google and Microsoft.
Knowledge of electronic calendar, spreadsheet, word processing, presentation, email, and internet software applications.
Knowledge of common office machines such as copier, printer, multi-line phones, conference call equipment and software.
Personal management of CRM and FSM package for ongoing account management.

Responsibilities

Project Management & Onboarding Develops clear, milestone-based onboarding roadmaps and mutual success plans, ensuring all parties are aligned on next steps, deadlines, and responsibilities.
Leads internal and customer-facing meetings, managing everything from scheduling and agenda preparation to the collaborative completion of deliverables.
Oversees project lifecycles, driving task completion and holding project team members accountable to the schedule.
Maintains a working knowledge of InnoServ SOPs and promotes process standardization across projects and internal teams.
Conducts item-level analysis and product reviews for distributor transitions (onboarding/offboarding) to ensure inventory accuracy.
Creates and maintains comprehensive project documentation for all customer integrations.
Strategic Account Management Partners with Healthcare and Regional Chain Managers to support InnoServ programs while actively managing profitability.
Participates in business reviews with key accounts to evaluate the performance of chemical and beverage programs.
Manages cost guarantees for GFS and InnoServ programs, ensuring financial accuracy for key accounts.
Generates reporting data for key customers to demonstrate value, compliance, and progress against annual objectives.
Relationships & Collaboration Serves as the central liaison between diverse departments—including Service Managers, Parts & Equipment Coordinators, and Business Development—to ensure seamless operational hand-offs.
Builds long-term, strategic relationships with internal stakeholders and external customers.
Fosters a climate of collaboration and inclusiveness across multiple internal teams and disciplines.
Mentors peers and serves as a role model, cultivating a culture that aligns with company values.
Facilitates customer training sessions and shares industry best practices.
Works with leadership to define best practices and ensure consistent support across the organization.