Description
Who are we?
ArrowStream is reshaping the landscape of supply chain optimization for foodservice businesses. The premier foodservice cloud platform for supply chain intelligence, we've connected over 105,000 restaurant locations to over 1,300 distribution locations, 11,000 manufacturers, and over 275 leading brands. As a Buyers Edge Platform SaaS Solution, ArrowStream customers feel empowered to make informed decisions with our secure cloud-based data management solutions including ArrowStream Central (operators), Crossbow (distributors), and ChainConnect (manufacturers). Not only are we strengthening buying decisions with our industry technology, but we're enforcing pricing accuracy, protecting supply, ensuring quality, and enhancing foodservice partnerships.
This position is remote with anticipated travel 2 nights per month. We are unable to offer work sponsorship for this role.
The ArrowStream Account Managers are responsible for building and maintaining multi-threaded relationships within customer organizations, including Executive and User level stakeholders. The Account Manager drives customer retention and grows revenue through renewals, cross-sells, and upsells. They serve as the primary liaison between customers, ArrowStream, and BEP brands, while developing and maintaining technical proficiency in the ArrowStream platform and relevant BEP tools. This role also partners cross-functionally with Implementation, Sales, and Data teams to support adoption, resolve issues, and deliver value to customers.
Your impact:
- Serves as the primary owner of the customer relationship, tasked with driving retention, growth, and product adoption across the ArrowStream and Buyers Edge Platform (BEP) portfolios.
- Build and maintain multi-threaded relationships across customer organizations, including Executive & User stakeholders through structured recurring engagements, on-site meetings, and Business Reviews
- Lead Executive Business Reviews that demonstrate ROI, strategic alignment, and the system’s long-term business value.
- Own customer communication on behalf of ArrowStream, serving as the primary point of contact and ensuring timely, professional, and value-driven engagement across all touchpoints.
- Maintain high established standards of account retention for the assigned customer portfolio; own and lead the full renewal cycle for assigned accounts, including contract preparation, presentation, negotiation, and timely closure
- Identify and pursue upsell and cross-sell opportunities while partnering with ArrowStream and BEP brand teams to execute.
- Proactively review account health scores and usage data to identify retention risk and execute mitigation strategies.
- Develop and maintain proficiency in the ArrowStream system and relevant BEP brands, serving as a strategic product advisor who connects system features and capabilities directly to customer business outcomes and ROI.
- Act as a product advisor who maps platform capabilities directly to customer business goals.
- Capture & translate customer feedback and enhancement requests into prioritized, actionable data for the Product team.
- Maintain accurate, real-time records in the CRM database. Document detailed customer insights, including organizational changes that could impact account stability.
- Act as the internal advocate and coordinator for assigned accounts — partnering with Implementation, Sales, Data, and Customer Success teams to ensure seamless onboarding, platform adoption, data integrity, and timely issue resolution.
About you:
- 5+ years of Account Management or Customer Success experience within a SaaS environment, with demonstrated project management proficiency.
- Familiarity with food service, hospitality, or supply chain technology is strongly preferred.
- Proven ability to thrive in dynamic, evolving environments, working independently while effectively collaborating across cross-functional teams and with subject matter experts.
- Demonstrated track record of consistently meeting or exceeding renewal, retention, and upsell targets in a SaaS environment.
- Strong commercial acumen; ability to lead strategic account planning, navigate complex pricing conversations, and close contract renewals with confidence.
- Ability to translate complex data, analytics, and platform capabilities into clear business cases that demonstrate platform ROI and drive customer value.
- Exceptional ability to confidently engage, influence, and build long-term trust with stakeholders ranging from day-to-day users to C-suite and VP-level executives.
- Experience designing and facilitating Executive Business Reviews that effectively communicate adoption, strategy, and business impact.
- Natural inclination to represent the customer internally and drive superior outcomes.
- Ability to travel overnight a few nights/month.
- Bachelor’s degree or related experience
- Competency in working with MS Office applications
- Proficiency with Excel
- CRM, Jira, and Customer Service Software
What's in this for you?
Amazing coverage to start. Medical, dental, and vision coverages are just the beginning! We also offer ancillary plans, such as flexible spending accounts for both health and dependent care, critical illness, accident, and voluntary life as well as company paid life! On top of this, we also offer a 401(k) plan with company match.
Invest in your success. We will provide you with a thorough training and development program; and offer competitive compensation.
Live well = Work well. Relax with our Personal Responsibility Paid Time Off policy where you don’t have to accrue time off in order to take it!
We welcome all.
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
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