InnoServ Customer Account Manager

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Position Summary:

The InnoServ Customer Account Manager performs an integral, customer facing role of project management and facilitation to transition customers during the onboarding or offboarding process in support of InnoServ North America. Includes creating project documentation, oversight of the integration plan and timely handoff of completed projects to the service management team who will manage the daily account business. 

The Customer Integration role is responsible for accelerating customer value realization by guiding new clients through the initial setup, training, and adoption of the product or service. This role is a blend of project management, technical consultation, and relationship building, focused on reducing the Time-to-First-Value (TTFV) and ensuring the customer successfully adopts the core features necessary to achieve their specific business goals, thereby maximizing early retention.

What you will do:

Project Management & Onboarding

• 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.

Strategic Account Management

• 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.

Relationships & Collaboration

• 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.

When you will work: 

• Monday through Friday, 8:00am - 5:00pm. 

• Hybrid Work Schedule: 4 days in office, 1 day from home.

What you will do:

• 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 communicati