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 NetSuite
• Price books: build and maintain customer-level price books in NetSuite 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 HubSpot for the Key Account Manager within one week; raise attrition risk early
• Systems: keep account, contact, and deal records current in HubSpot; monitor NetSuite 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; NetSuite, HubSpot, 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

HubSpot 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