Account Manager

POSITION SUMMARY

The Senior Account Manager - GF (Sr. AM) is responsible for driving growth and maximizing a portfolio of mid to high net revenue and potential accounts. The Senior Account Manager – GF is experienced and knowledgeable of the global forwarding supply chain and can manage complex accounts with relative autonomy. The role is focused on growth, relationship, ops excellence, implementation, retention. The Senior Account Manager – GF is experienced in all CHR Modes and services and has a proven aptitude in growing relationships and selling to existing accounts.  The role works across cross-functional teams and geographies to support customer’s supply chain strategy.

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consist of, but are not limited to, the following:

Business Development:

·       Builds credible and personalized relationships at multiple levels across functional departments within the customer supply chain

·       Leverages network SMEs to collaborate on the solution and pipeline development of product, mode, or service line opportunities

·       Expands market share by driving an active opportunity pipeline and qualification process in CRM, and when applicable collaborate with additional resources to identify and drive market share expansion

·       Conducts regular business reviews, leveraging internal data and market intelligence to gain customer insights, and understand positive and negative trends in data, to uncover new opportunities for growth, increase sales, and retain and grow the business by presenting strategic solutions to customer

·       Proactively manages customer pricing strategy by leveraging internal tech, tools, and SMEs

·       Owns successful account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer’s supply chain

·       Analyzes and shares customer specific data, requirements, and expectations with internal resources to collaboratively create workable supply chain solutions for customers

·       Consistently pursues personal development opportunities to expand understanding of Robinson’s modes, services, and technology

Customer Experience:

·       Create and manage to Account SOP

·       Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy

·       Targets and manages road map toward continuous improvement for their customers

·       Stays informed of changes within the customers’ business, industry, and sector; applies that knowledge to identify new opportunities

·       Collaborates and actively communicates with partners with operations and product teams to identify strategic solutions for complex issues

·       Acts as an advocate for customers, internally conveying customer-specific needs across the organization to ensure proper alignment and prioritization of resources

·       Manages to customer performance expectations by ensuring quality execution against collaborating with internal partners to identify and resolve issues in a timely manner

·       Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning

Efficiency & Financial Accountability:

·       Proactive review of financial results, volume, and service performance reports and to monitor and drive account health

·       Identifies and implements solutions to champion process improvement and cost avoidance for the customer

·       Understands negotiated payment terms and ensures AR processes are adhered to

·       Regularly reviews AR dashboard and ensures timely action is taken with customers

·       Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

·       High School Diploma or GED

·       Minimum 6 years of Global Forwarding experience or Account Management experience in the logistics industry or field

Preferred:

·       Bachelor’s Degree from an accredited college or university

·       Excellent communication, presentation skills and the ability to negotiate at all levels

·       Ability to work under pressure

·       Proficient in Microsoft Office Suite of programs

·       Ability to multi-task, prioritize, and manage time effectively

·       Ability to build strong customer relationships

·       Ability to work in a team environment, while also delivering independent results

·       Strong ability to persuade, motivate, and influence others

·       Self-driven, results - orientated individual with a positive outlook and clear focus on high quality and

business profitability

·       Strong orientation towards growth, sales relationship building, negotiation, and financial acumen, developing long-term relationships with customers

·       Ability to develop a thorough understanding of CHRW’s service portfolio, business strategies and technology systems

·       Values a diverse and inclusive work environment