Description:
Position Overview
An Account Manager (AM) uses negotiation skills to influence internal and external stakeholders. Reporting to the National Director of Account Management, the AM works within a team, offering support where necessary, but also works on his/her own initiatives and prioritizes his/her own workload. The ideal AM is self-motivated, motivates and inspires others, as well as being highly driven and works well under high pressure to meet deadlines. The role is a key member of the team and requires a careful balance between the client’s needs, wants and priorities, and the company’s bottom line. The AM plays a crucial role in client retention that leads to loyalty and advocacy.
Summary of Responsibilities
- Works closely with a New Business Development (NBD) teammate and Customer Excellence team members
- Earns referrals and retains customers
- Works with the NBD teammate on new acquisitions including taking part in negotiations through the late phase selling cycle
- Ensures smooth transitions of new accounts from NBD teammate to AM
- Builds strong, long-lasting relationships with customers
- Develops multiple points of contact within each customer account
- Maintains regular contact with the customer base including phone calls, emails, face to face meetings, entertainment, etc. Networking/event attendance is required to build a network as well as entertaining customers
- Becomes a resource to clients by connecting customers together, provides market information, sends invites to valuable events, etc.
- Responds within 24 hours to all customer requests and provides satisfactory solutions
- Develops pricing strategy and ensures profitability are aligned with company goals
- Executes daily/weekly paperwork and reviews strategic opportunities
- Develops an understanding of each facet of USM’s services
- Utilizes CRM (Salesforce) to capture daily activities and ensures alignment with metrics/goals
- Uses the inventory management tool (Shared Logic) to view and provide details on loads to customers
- Responsible for contract renewals, negotiations, and developing anchoring strategies
- Regularly reviews each account to validate customer needs are met
- Communicates weekly progress of initiatives and goals to National Director of Strategic Accounts
- Performs up to 50% travel per month
- Able to fulfill flexible scheduling requirements as determined by the manager and/or business needs of the operation; must be able to attend charity/networking/customer events after normal business hours