Senior Account Manager

Trinity Industries is seeking a Senior Account Manager for RSI Logistics
, at Trinity's corporate headquarters in Dallas, Texas
.

You will provide account management leadership and support including establishing clear roles, priorities, performance expectations, and accountability for the account management team.

• Establish and continuously improve the Account Management operating model, including customer segmentation, engagement standards, account planning, playbooks, and team rhythms
• Build team capability in executive communication, commercial acumen, customer value articulation, root cause analysis, and cross-functional leadership
• Own the customer health, retention, and renewal framework, ensuring each account has a current view of relationship strength, adoption, service performance, financial health, risk, and growth potential
• Establish indicators and intervention thresholds for churn risk, service disruption, billing concerns, unresolved commitments, and customer dissatisfaction

Lead customer health reviews and ensure at-risk accounts have documented recovery plans, measurable actions, clear ownership, and leadership support

• Own the customer onboarding and adoption lifecycle from commercial handoff through implementation, stabilization, and transition to ongoing Account Management
• Ensure customer goals, scope, dependencies, risks, billing setup, roles, milestones, and measures of success are clearly documented and managed
• Use post-onboarding reviews and customer feedback to improve future implementations, handoffs, education, and enablement
• Establish a consistent escalation and hyper care model with clear severity levels, response expectations, communication protocols, action tracking, and closure standards.
• Lead cross-functional investigation, root-cause analysis, recovery planning, corrective action, and customer communication.
• Maintain leadership visibility into material customer risks and use recurring themes to drive systemic process, product, service, or training improvements.

• Partner with Product, Service Delivery, and other functions to define service expectations, performance measures, and corrective-action processes.
• Ensure customer commitments and actions are documented, assigned, communicated, and closed.
• Use operating data, customer feedback, and usage trends to improve service quality and translate outcomes into clear value narratives and strategic roadmaps.

• Provide governance for revenue retention, pricing and scope alignment, billing accuracy, service cost, profitability, renewal exposure, and commercial risk.
• Identify under priced, over-serviced, out-of-scope, or unprofitable work and drive corrective action through pricing, scope, process, operating-model, or contract changes.
• Establish metrics and reporting that provide visibility into customer health, retention, onboarding, escalations, service performance, financial performance, and growth opportunities.
• Maintain strong CRM and reporting discipline and drive continuous improvement across customer-facing processes, systems, training, and resource allocation.

• Bachelor's degree in Business, Supply Chain, Logistics, Transportation, Technology, or a related field, or equivalent relevant experience required.
• 8+ years of demonstrated experience in account management, customer success, client services, service delivery, or a related customer-facing function.
• Experience leading customer-facing teams and complex, high-value customer…