Account Manager

An Account Manager (AM) uses negotiation skills to influence internal and external stakeholders. Reporting to the Director of Account Management, the AM works within a team, offering support where necessary, but also works on his/her own initiative 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.

• Work closely with a New Business Development (NBD) teammate and Customer Excellence team members.
• Earn referrals and retain customers.
• Work with the NBD teammate on new acquisitions including taking part in negotiations and through the late phase selling cycle.
• Ensure smooth transitions of new accounts from NBD teammate to AM.
• Build strong, long-lasting relationships with customers.
• Develop multiple points of contact within each customer account.
• Maintain 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.
• Become a resource to clients by connecting customers together, providing market information, inviting to valuable events, etc.
• Respond within 24 hours to all customer requests and provide satisfactory solutions.
• Develop pricing strategy and ensure profitability aligned with company goals.
• Daily/weekly paperwork and review of strategic opportunistic execution.
• Develop an understanding of each facet of USM’s services.
• Utilize CRM (Salesforce) to capture daily activities and ensure alignment with metrics/goals.
• Use inventory management tool (Shared Logic) to view and provide details on loads to customers.
• Responsible for contract renewals, negotiations, and developing anchoring strategies.
• Regularly review each account to validate customer needs are met.
• Communicate weekly progress of initiatives and goals to National Director of Strategic Accounts.
• Perform up to 50% travel per month.

• High level of written and verbal communication skills
• Ability to demonstrate innovative problem-solving
• Experience managing clients and their programs
• Technology proficiency (MS office, CRM (Salesforce or similar), inventory management systems)
• Ability to build relationships internally and externally at all levels
• Exceptional organizational and time management skills
• Be a self-starter demonstrating the ability to work independently while maintaining team role
• Substantial administrative and project management skills
• Ability to meet deadlines
• Strong presentation skills, presenting effectively without use of notes
• Solid financial and commercial awareness

• BA/BS degree from an accredited university or college
• 3 years’ experience in account management with a focus on client service is desired

• Basic on-the-job training that satisfies the Primary Objectives of the specific position (as noted above)
• US-SOP-01 United in Safety Manual
• US-F11 QEH&S Policy
• US-SOP-03 Team Member Handbook

We strive to demonstrate our Core Values in all positions at USM: