Manager of Account Management

Purpose/Job Function:

The Manager of Account Management plays a critical role in ensuring clients receive excellent service by supporting operations and sales through their direct actions and the actions of their teams. This role works closely with clients, internal teams, and carriers, to provide valuable solutions and exceed client expectations. In addition to supporting key accounts, this role is a leader within their Account Management team. In addition, this role is responsible to uphold our core values: Ethics, Engagement, and Excellence.

Essential Functions:

• Develop and manage long-term relationships with key contacts at multiple levels within accounts, focused on customer service, execution and value creation
• Coach, lead and mentor teammates to achieve goals, develop skills and mediate conflict
• Exceed customer expectations on a daily basis by creatively solving problems, offering valuable insight and proactively managing transportation needs
• Ensure client satisfaction through an extensive understanding of AFS products and services
• Collaborate with and lead teammates to identify new solutions for client supply chain challenges in order to add value and drive process improvements (sales, business units, IT, Finance, Carrier Support, etc.)
• Assist your clients and your team's clients in executing strategies to maximize efficiency, eliminate risks and cut costs for increased growth and profitability
• Engage with clients via web conferencing, phone, and email to offer valuable industry updates and news that will impact their business
• Collaborate on delivering regular business reviews and other ad hoc meeting requests including the creation of presentations and other supporting material
• Support sales, business units, and others by compiling and analyzing client data for reporting
• Train other team members on SOPs, systems, etc. in addition to ongoing support
• Provide LTL support and resolve service issues as needed, many times reaching out to carriers directly
• Work with FAP and carriers for client invoicing and payment resolution
• Troubleshoot technical issues on behalf of clients and work with IT to provide resolution
• Document client communication and interactions via Salesforce
• Occasional required travel for face to face meetings and/or onsite visits with clients

Qualification/Requirements:

• Strong communication skills both verbal and written with the ability to present information to a small group
• Passion for customer service with a proven track record of building strong client relationships
• Detail oriented with the ability to gather, organize, and analyze data
• Enthusiastic, confident, and results oriented
• Self-motivated with a desire to mentor and coach other team members
• Ability to calmly handle client complaints and deescalate situations when needed
• Strong computer skills including MS Outlook, Word, PowerPoint, and Excel

Education/Experience:

• Minimum of five years of account management, customer service, or transportation experience, prior leadership experience a plus
• Bachelor's degree preferred in business, marketing, supply chain or similar area of study, or experience in lieu of degree
• Preference given to those with experience or studies in transportation/logistics
• Detail oriented with the ability to gather and analyze data
• Enthusiastic, influential and persuasive with the ability to deliver a sales pitch
• Confident, persistent, and results oriented
• Creative and strategic focus on customer service