The Account Manager - Less-Than-Truckload (LTL) is responsible for managing,
retaining, and growing strategic customer relationships. They serve as the
primary point of contact and trusted advisor for their assigned accounts and are
responsible for driving customer satisfaction, retention, operational
performance, and long-term revenue growth. They partner closely with customers
and internal stakeholders to identify opportunities, resolve challenges, and
ensure service excellence. The position requires a deep understanding of
customer operations and supply chain strategies, and the ability to leverage
data to identify growth opportunities, lead business reviews, resolve complex
challenges, and deliver solutions that enhance customer value and profitability.
Compensation: $65,000-$75,000 annually
Category Focus: Less-Than-Truckload (LTL)
• Support a portfolio of LTL customers and serve as a trusted advisor to key
customer stakeholders.
• Identify, pursue, and close new LTL shipping opportunities within assigned
accounts and target markets.
• Collaborate with operations teams to ensure successful execution, service
performance, and issue resolution for customer shipments.
• Analyze customer spend, shipping patterns, and market trends identify
opportunities to increase freight volume, expand transportation lanes, and
support account growth.
Responsibilities
• Manage a portfolio of strategic customer accounts.
• Serve as the primary point of contact for assigned accounts, building and
maintaining strong relationships with customer stakeholders across operational,
commercial, and leadership levels.
• Understand customer supply chain strategies and align solutions to support
those initiatives.
• Position the Company as a preferred transportation provider within partner
logistics networks.
• Monitor and analyze account performance, revenue trends, customer
satisfaction, and retention risks to identify opportunities and recommend
actions.
• Identify organic growth opportunities, share-of-wallet expansion
opportunities, and additional transportation solutions within existing
accounts.
• Establish and maintain customer-specific performance metrics and fact-based
reporting to identify root causes, lead corrective action planning, and drive
continuous improvement initiatives.
• Create, prepare, and lead Quarterly Business Reviews (QBRs) and executive
business reviews, presenting operational and financial performance, identifying
opportunities for growth, and developing strategic action plans.
• Act as a customer advocate within the organization, influencing internal
stakeholders and aligning resources to support customer commitments and business
objectives.
• Drive account retention, expansion, and profitability by identifying growth
opportunities, developing strategic account plans, and supporting contract
renewals and commercial negotiations.
• Maintain accurate account plans, customer activity, business opportunities,
and pipeline visibility within Salesforce and other business systems.
• Partner with Operations, Customer Service, Pricing, Commercial, and other
internal teams to improve account performance, customer experience, and
long-term retention.
• Partner with Sales on growth opportunities, RFP responses, customer
expansions, and win-back initiatives.
• Monitor market trends, customer needs, and competitive activity to identify
growth opportunities.
• Support customer onboarding, implementation activities, and service
launches.
• Manage customer escalations, service concerns, and operational challenges
through effective cross-functional collaboration.
• Maintain CRM documentation, account activity, forecasting information, and
customer records.
• All other duties as assigned to meet evolving business needs.
Qualifications
• Education: Undergraduate degree in Business, Supply Chain, Logistics, or a
related field from an accredited college or university required.
• Experience: 3+ years’ experience in transportation, account management, or
related customer-facing experience preferred.
• Deep understanding of LTL transportation and freight operations, ground
transportation terminal/hub/station environments, transportation services, or
related logistics functions preferred.
• Strong relationship management, analytical, communication, negotiation, and
problem-solving skills.
• Demonstrated ability to identify revenue risks, growth opportunities, and
customer retention strategies.
• Ability to manage multiple priorities and build effective relationships
across functions.
• Demonstrated discretion and confidentiality in handling and protecting
sensitive information.
• Technical: Proficient with common office technologies, including Windows
PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.), CRMs (Salesforce),
and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Remote; must be comfortable with travel for related
meetings/events.
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