Key Account Manager, Customer Excellence; level III

At Greenbrier, we do the hard work that matters.The Greenbrier Companies (NYSE:GBX) is powering the movement of products around the world as a leading designer, manufacturer and supplier of freight rail transportation equipment and services.

Greenbrier’s heritage of hard work and industrial innovation is celebrated at every level of our organization.We structure our business to support teams that deliver innovative solutions for our customers while positively impacting the world around us.

Greenbrier’s success begins with people. We believe in supporting our global workforce through our unwavering attention to Safety, Quality, Respect for People and Customer Satisfaction. Our Inclusion, Diversity, Engagement, Access and Leadership (IDEAL) commitment is rooted in these values, which lead to a culture where employees are engaged and feel good about coming to work every day.

The Key Account Manager, Customer Excellence (Level III) supports strategic customer relationships and complex account inquiries and needs. This position applies advanced knowledge of account management, customer experience, and Greenbrier’s products and services to assess customer needs, analyze multifaceted issues, and recommend effective solutions. The role works independently to lead cross‑functional account activities, coordinate customer commitments, and support consistent execution of solutions.

This position also serves as a subject matter resource to internal partners and less experienced colleagues, contributes to continuous improvement initiatives, and supports customer retention through proactive, data‑informed account management.

To perform this job successfully an individual must be able to perform the following essential duties satisfactorily. Other duties may be assigned to address business needs and changing business practices.

• Develop productive relationships with assigned key accounts and internal stakeholders to strengthen and support customer satisfaction, retention, and long‑term value.
• Independently manage diverse and complex account activities, priorities, and customer commitments.
• Anticipate customer needs, analyze business challenges, and recommend solutions that support organizational goals and resolutions.
• Maintain regular communication with customers to ensure ongoing satisfaction.
• Lead the resolution of complex customer inquiries in Salesforce by analyzing issues, coordinating cross‑functional resources, and ensuring timely, accurate outcomes.
• Provide expert coordination of asset programs and new car delivery programs, managing expectations and coordinating deliverables, milestones, and risks.
• Interpret customer feedback and account trends and influence internal teams to improve customer experience.
• Resolve escalated or multifaceted customer issues using sound judgment, creative problem‑solving, and clear communication.
• Lead cross‑functional account initiatives and coordinate work activities, project deliverables, and follow‑through across internal teams, escalating when appropriate.
• Analyze customer, operational, and performance data to identify risks, opportunities, and actions that improve account outcomes.
• Foster strong relationships to encourage customer loyalty, while maintaining confidentiality when handling sensitive information.
• Develop and implement communication and recovery plans for escalated customer satisfaction issues, monitoring progress through resolution.
• Maintain customer trust and confidentiality while handling account, operational, and other sensitive information.
• Lead reviews and other account discussions that support proactive planning, shared priorities, and measurable follow‑through.
• Lead process improvement initiatives by translating customer…