Mgr, Account Management

Position Overview

We are seeking a highly skilled and motivated Manager of Account Management to oversee and lead a team of account managers in a fast-paced freight brokerage environment. The Manager will be responsible for developing and maintaining strong relationships with key clients, ensuring the efficient and effective execution of all logistics operations, and driving customer satisfaction and retention. The ideal candidate will have a strong understanding of the freight and logistics industry, excellent leadership skills, and a customer-centric approach.

• Lead, coach, and mentor a team of Account Managers to achieve individual and team goals.
• Provide guidance, performance reviews, and professional development opportunities to enhance team capabilities.
• Ensure that Account Managers are trained on best practices, client communication, and industry trends.
• Perform other related job duties as assigned or required.

• Manage and nurture relationships with key clients, serving as the primary point of contact for high-value accounts.
• Proactively identify and resolve client concerns, providing tailored solutions to meet their freight and logistics needs.
• Ensure timely and effective communication with clients to ensure satisfaction and retention.

• Collaborate with internal teams (operations, sales, and customer service) to deliver best-in-class service and solutions to clients.
• Analyze account performance and provide actionable insights to improve service levels, reduce costs, and increase client profitability.
• Monitor and manage account performance metrics, including service level agreements (SLAs), on-time delivery, and customer feedback.

• Identify opportunities to streamline account management processes and improve the overall customer experience.
• Work with the operations team to implement best practices and develop operational workflows to improve productivity.
• Ensure adherence to company policies, industry regulations, and safety standards.

• Partner with the sales team to drive new business opportunities and expand existing accounts.
• Support contract negotiations and renewals, ensuring that terms align with client expectations and company goals.
• Help identify upselling and cross-selling opportunities to increase account revenue.

• Monitor and report on account performance, providing updates to senior leadership on key metrics, customer feedback, and growth opportunities.
• Use data and analytics to identify trends, resolve issues, and drive continuous improvement.

• Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or related field (or equivalent work experience).
• 5+ years of experience in account management, client services, or freight brokerage, with at least 2 years in a leadership role.
• Experience managing large and/or complex accounts within the freight, logistics or transportation industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with the ability to build relationships and resolve conflicts.
• Proficient in freight brokerage software, CRM tools, and Microsoft Office Suite.
• Strong problem-solving and negotiation skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Knowledge of transportation logistics, freight forwarding, and supply chain management practices.
• Ability to thrive in a fast-paced, deadline-driven environment.

• Experience working in a third-party logistics (3PL) or freight brokerage environment.
• Familiarity with transportation management systems (TMS) and enterprise resource planning (ERP) software.
• Certification in logistics or supply chain management (e.g., CLM, SCMP) is a plus.

This is largely a sedentary role requiring the physical ability to:

• Sit for prolonged periods of time at a desk while working on a computer
• Use hands and fingers to operate a keyboard, mouse, and telephone
• Speak and hear clearly in person,…