Director of Strategic Accounts

Responsible for managing the day–to-day operations of a team of Account Managers that handle customer service inquiries and challenges via incoming calls and/or e-mail. Ensures representatives provide outstanding customer service with the objective of extending business relationships. As a working manager, is responsible for handling client relationships as well as providing team members with the appropriate training, tools, direction, project management and motivation necessary to enable their success.

 

Duties & Responsibilities:

  • Manage a team of Account Managers and ensure the actions of the Account team result in client satisfaction with deliverables and the service provided
     
  • Fostering close relationships and developing opportunities with all new and current customers to achieve growth in the respective department
     
  • Work closely with Sales Leadership & Business Development Managers to drive expansion opportunities for customers
     
  • Develop a comprehensive understanding of current and future client needs in the context of market dynamics, and apply insights to recommend short and / or long term value creation for clients
     
  • Collaborate with the Carrier Sales and Account Management team to streamline processes and source new opportunities while identifying company strengths and niche markets to penetrate
     
  • Prepare customer presentations and monitoring sales leads and responses
     
  • Provide training of assigned staff through active recruitment, on-going training, and quality management activities in conjunction with Human Resources and Training Manager
     
  • Provide responsible supervision and control for all department activities including weekly/ monthly reporting on portfolio analysis and KPI’s
     
  • Complete, quote, and upload RFI/RFP/RFQ’s for all managed accounts within respective team
     
  • Confidently quote short-notice, expedited freight requests in all markets (understanding and knowing seasonality)
     
  • Conduct annual performance reviews and on-going training for all staff within the department as well as weekly or monthly team huddles as needed
     
  • Address all employee performance problems promptly and directly in accordance with personnel policies of the Company
     
  • Involved in the onboarding/offboarding of direct reports
     
  • Other duties as assigned
     

 

Qualifications:

  • Familiar with all facets of the brokerage business such as: contracts, liability/indemnification, insurance, carrier safety, developing SOP’s, structuring departments, CRM experience and knowledge, etc.

  • Passion to raise performance levels of team members and evaluate KPI’s weekly and monthly

  • Ability to establish credibility with key customer decision makers & influencers (C-Level / Executives from Fortune 100 and above companies)

  • Experience with contractual review and negotiation

  • Strong problem solving & analytical skills; formulate solutions that deliver real business value

  • Well organized; manage a portfolio of direct reports, customer & internal relationships simultaneously – managerial multi-tasking

  • Familiar with operating several TMS platforms that shipper’s utilize (Lean Logistics, Ryder, Transplace, Penske, Manhattan, Red Prairie, etc.)

  • Ability to quote year-round pricing for bids that could range from 20-15,000+ lanes

  • Knowledge of seasonal markets to quote transactional business

  • Ability to develop business from sales perspective as well as on a strategic level

  • Pitch full Freight Management (warehousing, consolidation, transportation, and other supply chain functions), and other tactics and strategies to scale already existing shipper’s in Account Management base

  • Minimum 7-10 years’ experience in the industry – most recently at least 5 years with the same company preferred

  • Experience directly managing a team of at least 4 employees and $10MM in annual revenue

  • Experience interviewing, hiring and firing of direct reports

  • Bachelors’ Degree preferred