Account Manager - ATX

Account Manager

Location: Austin, Texas (Hybrid)

Department: Customer Success

Reports To: Director of Customer Success

Classification: Non-Exempt (Hourly)

Build Relationships. Drive Growth. Deliver Exceptional Service.

At Agora Refreshments, we're redefining workplace refreshment experiences through premium coffee, water, pantry, micro-market, and breakroom solutions. As we continue to grow, we're looking for an experienced and customer-focused Account Manager to strengthen client relationships, support customer retention, and identify opportunities for growth within our existing customer base.

As an Account Manager, you will serve as the primary relationship owner for a portfolio of customers, working closely with Operations, Service, and Customer Support teams to ensure an exceptional customer experience.

Compensation

• Base Pay: $75,000 annually ($36.06/hour)
• Target Incentive Opportunity: $25,000 annually
• Target On-Target Earnings (OTE): $100,000 annually

This position is classified as non-exempt and is eligible for overtime compensation in accordance with applicable federal, state, and local wage and hour laws.

What You'll Do

Manage Customer Relationships

• Serve as the primary point of contact for assigned customer accounts.
• Conduct regular customer meetings, site visits, and business reviews.
• Build trusted relationships with key customer contacts and decision-makers.
• Proactively identify customer needs and advocate for solutions.

Drive Customer Retention & Growth

• Maintain high levels of customer satisfaction and engagement.
• Identify opportunities to expand customer partnerships through additional products and services.
• Present recommendations related to service enhancements, equipment upgrades, and workplace refreshment solutions.
• Support renewal discussions and long-term account planning.

Ensure Service Excellence

• Respond to customer concerns and escalations with urgency and professionalism.
• Partner with Operations, Service, and Customer Support teams to resolve issues.
• Monitor service trends and recommend improvements.
• Help ensure customers experience a seamless partnership with Agora Refreshments.

Conduct Business Reviews

• Analyze account performance, service history, and customer trends.
• Lead Quarterly Business Reviews (QBRs) and strategic customer discussions.
• Maintain accurate customer records, activities, and opportunities within HubSpot.
• Monitor account health and identify potential risks.

Required Qualifications

• Two (2) or more years of experience in Account Management, Customer Success, Client Services, Business Development, Sales, or a related field.
• Strong relationship-building and communication skills.
• Excellent organizational, problem-solving, and time management abilities.
• Experience managing multiple customer relationships simultaneously.
• Proficiency with CRM platforms such as HubSpot, Salesforce, or similar systems.
• Valid driver's license and ability to travel throughout the Austin market.

Preferred Qualifications

• Experience in office coffee, food and beverage, workplace services, hospitality, vending, micro-market, or route-based service industries.
• Familiarity with service-delivery and inventory-driven business models.
• Experience supporting small and mid-sized business customers.
• Experience conducting business reviews and customer retention planning.

What Success Looks Like

• Strong customer retention and renewal performance.
• Growth within existing customer accounts.
• High customer satisfaction and engagement.
• Effective management of customer concerns and escalations.
• Accurate CRM documentation and account planning.
• Strong cross-functional collaboration with Operations and Customer Support teams.

Benefits

Eligible employees may participate in company-sponsored benefit programs, including:

• Medical, Dental, and Vision Insurance
• Company Paid Life and AD&D insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Employee Assistance Program

Benefits are subject to plan terms, eligibility requirements, and company policies.

Work Environment

• Hybrid position with regular travel to customer locations throughout the Austin metropolitan area.
• Frequent interaction with customers in office, warehouse, breakroom, and workplace environments.
• Occasional participation in customer events, installations, and special projects.
• Regular use of computers, phones, CRM systems, and other standard office equipment.

Physical Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

• Frequently communicate with customers, colleagues, and business partners in person, by phone, video conference, and email.
• Regularly operate a computer and other standard office equipment.
• Frequently travel to customer locations throughout the assigned territory.
• Occasionally move, transport, or position materials weighing up to 25 pounds.
• Remain stationary or move throughout office, warehouse, and customer environments for extended periods.
• Occasionally inspect equipment, displays, refreshment stations, or customer installations.

Join us in helping create exceptional workplace experiences while building long-term customer partnerships that drive growth and success.