VIP Account Manager
About Foodhub
Foodhub is an international hospitality technology company providing online ordering, EPOS, payment solutions, self-service kiosks, and digital technology to hospitality businesses across the globe, including the UK, Ireland, America, and ANZ.
With our global headquarters in Dublin and our business continuing to grow internationally, we're looking for people who enjoy building strong relationships, taking ownership, solving problems, and making a real impact. At Foodhub, innovation, customer success, and collaboration are at the heart of everything we do.
We pride ourselves on delivering cutting-edge technology backed by exceptional customer service, helping thousands of hospitality businesses grow and succeed every day.
About the Role
As a VIP Account Manager, you will be the dedicated point of contact for a portfolio of our highest-value customers, ensuring they receive exceptional service and support throughout their journey with Foodhub.
This is a hybrid role that combines Customer Service, Account Management, Technical Support, Escalation Management, and Field Relationship Management. You'll take ownership of customer enquiries, manage escalations through to resolution, provide first-line technical support, and work closely with internal teams to deliver an outstanding customer experience.
As part of the role, you'll also conduct customer field visits once or twice per week, or as business needs require, to strengthen relationships, resolve complex issues, provide onsite technical assistance, and ensure our customers are getting the very best from Foodhub's products and services.
Key Responsibilities
- Manage a portfolio of VIP and Platinum customers, acting as their trusted advisor and primary point of contact.
- Deliver exceptional customer service by responding to enquiries promptly, professionally, and with a customer-first approach.
- Take ownership of customer issues from initial contact through to successful resolution, ensuring a seamless customer experience.
- Manage customer escalations by collaborating with Technical Support, Product, Operations, and other internal teams to deliver timely resolutions.
- Develop and maintain a strong technical understanding of Foodhub's products, including EPOS systems, online ordering platforms, payment solutions, kiosks, and hardware.
- Provide first-line technical troubleshooting and confidently guide customers through common software and hardware issues.
- Escalate complex technical issues where appropriate while maintaining ownership and keeping customers informed throughout the resolution process.
- Conduct proactive account reviews to identify opportunities to improve customer satisfaction, retention, and product adoption.
- Provide customers with product guidance, best practice recommendations, refresher training, and support to maximise the value of Foodhub's solutions.
- Conduct field visits once or twice per week, or as business needs require, to resolve customer issues, provide onsite technical support, strengthen customer relationships, and ensure operational success.
- Build long-term relationships with customers through regular engagement and proactive communication.
- Maintain accurate records of customer interactions, support cases, field visits, and account activity within the CRM system.
- Identify recurring customer challenges and work with internal stakeholders to improve products, services, and processes.
- Meet customer satisfaction (CSAT), service level agreements (SLAs), retention, and account management objectives.
What We're Looking For Essential
- Previous experience in Customer Service, Customer Success, Account Management, Technical Support, Client Services, or Relationship Management within a B2B environment.
- Proven experience handling customer escalations and resolving complex customer issues.
- Excellent communication and interpersonal skills with the ability to build trusted customer relationships.
- Strong customer service mindset with a passion for delivering outstanding customer experiences.
- Good technical understanding and confidence in learning and supporting software and hardware solutions.
- Ability to troubleshoot basic technical issues and work effectively alongside technical teams.
- Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- Comfortable working independently while taking ownership of customer accounts.
- Willingness to travel for customer visits once or twice per week, or as required by the business.
- Full UK Driving Licence and access to a vehicle.
Desirable
- Experience working with EPOS, POS, Hospitality Technology, SaaS, FinTech, Payment Solutions, or Retail Technology.
- Previous experience supporting restaurants, hospitality, retail, or multi-site businesses.
- Experience using CRM systems and customer support or ticketing platforms.
- Previous field-based customer support or technical support experience.
Benefits
- 33 days annual leave (inclusive of Bank Holidays)
- 5 Flexible Bank Holidays
- Holiday Exchange Scheme – Buy up to 5 additional days each year
- Employee Assistance Programme
- Wellness Scheme
- Discount Hub
- Cycle to Work Scheme
- Gym Membership Contribution
- Mobile & Tech Salary Sacrifice Scheme
- Private Medical Insurance Options
- Death in Service Cover
- Career development and progression opportunities
Pay: £34,494.00 per year
Experience:
- Account management: 2 years (required)
- Customer support: 1 year (required)
- Technical support: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Location:
- Stoke-on-Trent ST4 3NR (required)
Work Location: In person
