Trustwell

Account Manager

• Oversee a portfolio of 50–100 accounts, ensuring timely renewals and identifying upsell/cross-sell opportunities.
• Maintain account plans, manage pipelines, and achieve sales goals using CRM tools.
• Resolve customer issues to enhance satisfaction and value.
• Build strong relationships with executive stakeholders across departments.
• Conduct business reviews to gather feedback and identify growth opportunities.
• Provide industry-driven strategic guidance to help customers achieve business objectives.
• Stay updated on food industry trends to position Trustwell as a key partner.
• Work with internal teams (Customer Success, Professional Services, Product, Finance) to address customer needs and drive account health.
• Meet or exceed revenue goals through upselling, cross-selling, and tailored proposals demonstrating ROI.
• Track account metrics, including renewals, revenue, and customer satisfaction.
• Deliver accurate forecasts and regular updates to leadership.
• Stay informed on product updates, industry trends, and best practices through training and collaboration; both internally and externally.
• Address client requests, assist with urgent issues, and support customer experience initiatives.
• Contribute case studies and testimonials as needed.
• Other duties as directed and/or assigned.

Key Account Manager

Solutions Engineer

• Deliver product demonstrations and presentations to mid-market prospects in partnership with Account Executives and Key Account Managers.
• Understand prospect needs and pain points to effectively map platform capabilities to desired outcomes.
• Support discovery efforts and assist in building demo environments or configuring lightweight use cases to showcase value.
• Collaborate with Product Marketing and Sales Enablement to maintain updated demo scripts, collateral, and use-case playbooks.
• Serve as the technical resource during sales cycles to address product questions, integration feasibility, and data workflows.
• Provide feedback to Product and Engineering teams on prospect requests, competitive gaps, and emerging market needs.
• Assist with the creation of ROI models, RFP responses, and other deal-support documentation as needed.
• Stay current on industry regulations, customer personas, and how Trustwell’s offerings align to compliance and operational pain points.
• Participate in sales training, product certification, and continuous learning to support evolving sales motions and product updates.

Mid-Market Solutions Engineer

Account Executive

• Drive new business acquisition by developing and managing relationships with decision-makers and influencers within midmarket food companies.
• Consistently achieve or exceed quarterly and annual revenue targets, along with defined KPIs.
• Partner closely with the Sales Development team to execute a high-volume, disciplined outbound and inbound sales motion that results in a healthy midmarket pipeline.
• Conduct effective discovery conversations to understand customer challenges, operational needs, and compliance requirements.
• Deliver clear, value-driven product presentations and sales conversations, primarily virtual.
• Maintain accurate pipeline management, forecasting, and opportunity qualification using the company’s CRM and sales enablement tools.

Mid-Market Account Executive

Sales Development Rep

• The Sales Development Representative (SDR) will be responsible for inside sales, lead generation, communication, prospecting, and business development.
• You will actively seek out new business opportunities through a variety of channels.
• Outbound prospecting and generating leads in the food industry in conjunction to following up on inbound leads.
• You will be able to quickly research a company, identify current customers for cross sell opportunities, identify non-customers for new logo opportunities, and strategize an approach to create interest for companies in the SMB, Mid-Market, and Enterprise space.
• Collaborating closely with Account Executives to develop strategies for target accounts, prospects, and messaging/talk-tracks.
• Follow up with leads in a timely and effective manner.
• Execute significant outbound activity via targeted cold-calling, emailing, and social touches.
• Meet and Exceed Monthly quota to help the team hit our quarterly and yearly goals.

Sales Development Representative

Customer Support

• Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders.
• Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency.
• Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers.
• Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience.
• Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers.
• Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function.
• Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement.
• Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness.
• Identify operational gaps, inefficiencies, and risks and take direct action to resolve them.
• Support growth initiatives by scaling people, processes, and systems in alignment with business objectives.
• Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience.
• Perform other duties as assigned.

VP of Customer Experience – Operations

Ecommerce

• Own the e-commerce experience and sales performance for Trustwell’s direct-to-customer digital products: Food Processor, AskReg, and Genesis Foods.
• Manage the full e-comm funnel; product listing strategy, page content, checkout experience, pricing display, promotions, and cross-sell optimization.
• Monitor and optimize the digital storefront(s) across Trustwell domains and 3rd-party platforms where applicable.
• Develop, execute, and manage paid digital marketing campaigns (e.g., SEM, display, retargeting, paid social) aligned to e-commerce goals and budget.
• Track and report on key performance indicators including conversion rates, AOV, CAC, ROAS, and online revenue growth.
• Collaborate with Product Marketing to align on messaging and positioning for e-comm buyers; test pricing, bundles, and offers.
• Partner with Finance and RevOps to forecast e-commerce revenue, align reporting frameworks, and ensure budget accountability.
• Use A/B testing and CRO strategies to optimize the e-comm experience and improve conversion rates and customer LTV.
• Own and manage relationships with any e-commerce or martech platforms/tools required to support the funnel.
• Identify and resolve friction in the digital buying journey, and ensure smooth coordination between Trustwell’s self-serve and assisted-sell motions.
• Use e-commerce performance data and buyer behavior insights to inform cross-functional discussions with Product, Finance, and Revenue teams on self-service pricing, packaging, and promotions.

E-Commerce Specialist

Onboarding Specialist

• The Senior Customer Onboarding Specialist plays a critical role within the Professional Services Team, overseeing strategic onboarding of Trustwell products for medium to large enterprise customers.
• This role not only delivers high-quality onboarding experiences but also serves as a mentor and thought leader across the team.
• The Senior Onboarding Specialist will guide customers through the full lifecycle of Professional Services — from requirements gathering and project execution to training, deployment, and successful transition to Customer Success Management.
• Lead complex onboarding projects with strategic customers, ensuring timely delivery and high-quality service
• Mentor onboarding team members on best practices, conflict resolution, and project management techniques
• Collaborate cross-functionally with Product, Engineering, and Customer Success to provide customer feedback and influence platform improvements
• Serve as a subject matter expert in FoodLogiQ software configuration and process design, offering consultative guidance to maximize platform value
• Proactively communicate project progress, risks, and mitigation strategies to both internal stakeholders and customers
• Develop and host training sessions, both internally and externally, supporting customer education and team knowledge sharing
• Provide hands-on support for technical configuration, data analysis, and supply chain partner onboarding
• Identify opportunities to expand services or improve the customer experience, working with leadership to shape new offerings
• Provide strategic insights and recommendations to enhance Supplier Onboarding processes, with a focus on increasing platform adoption and driving growth in services revenue.
• Help administer team tools and documentation, ensuring consistent processes and accurate resource materials
• Participate in user acceptance testing and provide product feedback from a customer onboarding lens
• Champion customer success by aligning onboarding outcomes with long-term business goals and platform adoption
• Support strategic planning efforts for large-scale initiatives and continuous improvement projects within the Professional Services team
• Other duties as assigned and/or required.