Gordon Food Service · 14 hours ago
InnoServ Customer Account Manager
Wyoming, MI
Full-time
Hybrid
Mid, Senior Level
5+ years expGordon Food Service is a leading food service company committed to delivering exceptional customer experiences. The InnoServ Customer Account Manager plays a crucial role in managing customer onboarding and offboarding processes, ensuring successful product adoption and maximizing customer retention.
Food and Beverage
Responsibilities
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
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
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
Qualification
Required
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
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
Company
Gordon Food Service
Gordon Food Service are food service operations such as restaurants like schools, universities, and hospitals.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$6.07M2018-07-02Debt Financing· $6.07M
Leadership Team
Rich Wolowski
Chief Executive Officer
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