NICE TO MEET YOU!
We’re excited to get to know you - if this role sounds like a fit.
Our ideal candidate combines warm hospitality with commercial drive and a genuine passion for food. You own a book of corporate clients across New York, from the first launch day through every renewal, and make sure each office loves its FELFEL fridge. You are the trusted partner for HR and workplace leads, the voice of the client inside FELFEL, and the one who turns happy accounts into growing ones.
You're a natural relationship builder who takes real ownership of your accounts. You're highly organized and proactive, and when something doesn't go to plan, you're already working on the solution. You're as comfortable managing a client's expectations as you are handling the operational details behind every delivery, and you keep Sales, Operations and Food aligned through clear, timely communication. You bring a hospitality or food service background, hold yourself accountable, and believe there's always a way to make the experience even better.
Who are we? FELFEL is one of New York’s hottest food-tech scale-ups, changing the way people eat at work. Our smart fridges bring the city’s best local chefs and trendiest restaurants straight to the office. Our founders are closely involved here in New York as we build out this new region alongside our Swiss market, where we already serve more than 1,000 clients.
YOUR RESPONSIBILITIES
Own the relationship with your book of corporate clients as the primary point of contact for HR leads, office managers and workplace experience leads. Build trust and a strategic understanding of each account to create tailored solutions, and represent FELFEL's brand and values with clients, partners and teammates
Lead onboarding for new clients and new office launches: plan, coordinate, and execute the setup and go-live in partnership with clients and internal teams
Own the renewal cycle for your book. Guide clients through their trial phase and first year to secure strong retention, align our services with each client's goals and budget, and drive upsell and cross-sell opportunities
Ensure delivery excellence and exceptional hospitality at every touchpoint. Work closely with your Customer Success Associates to deliver a great onsite experience, and resolve issues and escalations with urgency
Partner cross-functionally with Sales, Operations, Food, Marketing, and Finance to support business development, ensure seamless implementation, and champion service/product improvements
Lead quarterly reviews and product samplings to gather feedback, show account performance and introduce new offerings.
Keep client records, contracts and renewal dates accurate in our CRM. Track account KPIs, prepare client and internal reports, and help build and standardize processes as we grow
YOUR PROFILE
You have 5+ years of experience in account management, client success, or B2B hospitality, ideally in food, workplace services, or a fast-growing start-up
You are a natural relationship builder who earns trust with senior stakeholders and stays calm and solution-oriented when things go wrong
You are commercially minded and analytical: you spot upsell and expansion opportunities early and know how to secure a renewal, and turn data into decisions
You're highly organized and detail-oriented, you balance multiple accounts and priorities with ease, and you thrive in a start-up that's still building its processes
You communicate clearly and proactively, in writing and in person, with clients and with teammates across Sales, Operations and Food
You're comfortable with a CRM (HubSpot a plus) and Google Workspace or Microsoft Office. A bachelor's degree or equivalent experience is preferred, and you're authorized to work in the United States (no visa sponsorship provided)
You have a passion for good food and believe office workers deserve a better lunch, every day.
YOU WILL BE MEASURED BY
Retention - Keep your clients happy and engaged, and secure their…