Customer Engagement Manager, Meal Programs (Remote)

About ezCater

ezCater is the leading food technology platform designed for workplaces in the United States, simplifying food management and ordering from over 125,000 restaurants nationwide. The company supports organizations with flexible and scalable solutions ranging from employee meal programs to one-time meetings, backed by 24/7 service and business-grade reliability. Additionally, ezCater aids restaurant partners by generating new business and securing large orders.

Role Overview

We are seeking a Customer Engagement Manager to join our Growth team, responsible for maintaining and growing retention within our premium Meal Program accounts. This individual contributor role involves fostering strong customer relationships, protecting account GMV, and acting as the main strategic liaison for ezCater’s top Meal Program clients.

Key Responsibilities

• Manage a portfolio of high-value Meal Program accounts with full responsibility for retention and gross merchandise value protection.
• Act as the main contact and strategic partner for assigned accounts post-AE transition, cultivating trusted relationships with account administrators and key stakeholders.
• Lead regular business reviews—both virtual and in-person—to align on objectives, demonstrate delivered value, and uncover opportunities to deepen partnerships.
• Coordinate with cross-functional teams to resolve issues related to service, delivery, restaurant variety, and order accuracy promptly on behalf of customers.
• Maintain comprehensive and current account records in Salesforce, including stakeholder maps, account health status, risk assessments, and next steps for actionable insights.
• Contribute to the refinement of playbooks, retention signals, and models specifically tailored to retain top Meal Program clients effectively.
• Advocate internally for product and service enhancements based on direct customer input and usage analytics.
• Utilize AI tools to prioritize accounts, customize communication, summarize client feedback, and recommend optimal next steps, while ensuring a high-quality customer experience.

Required Qualifications and Skills

• Over five years’ experience in consultative sales, account management, or managing strategic customer relationships within B2B, SaaS, marketplace, or service-focused settings.
• Demonstrable success handling a portfolio with direct accountability for customer retention.
• Ability to prioritize accounts and implement proactive outreach with urgency and sound decision-making.
• Excellent relationship-building skills to gain trust and influence across diverse stakeholders, including administrators and executive sponsors.
• Experience collaborating across sales, support, operations, and product teams to troubleshoot issues and meet customer needs.
• Strong organizational abilities and meticulous attention to detail to juggle multiple accounts and priorities.
• Data-driven mindset, capable of translating account signals and customer feedback into strategic actions.
• Proficiency in Salesforce for managing accounts, documenting insights, tracking opportunities, and ensuring data integrity.
• A proactive, problem-solving attitude with resilience to learn and improve continuously.
• Willingness to travel approximately 25% of the time, including up to five days per quarter for team events and gatherings when applicable.

Compensation and Benefits

The total target annual compensation, combining base salary and bonus, ranges from $95,000 to $130,000, subject to experience, expertise, and region. This does not include additional benefits such as equity participation, 401(k) matching, or medical insurance coverage.

Additional Information

• ezCater does not provide sponsorship for work visas or permanent residency.
• Workplace flexibility options include remote, hybrid with Boston office, or fully onsite.
• Employees benefit from 12 paid holidays, flexible paid time off, 401(k) contributions, health/dental insurance, mental health and family planning resources, long-term disability insurance, an employee meal program, and more.
• ezCater is an equal opportunity employer valuing diversity and inclusivity, and it maintains a no-tolerance policy towards unacceptable behavior regardless of qualifications.
• Employment offers may be contingent on satisfactory background checks.
• Applicants' personal information is handled according to company privacy policies.