Account Manager, Enterprise

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines' extensive line haul network providing EFW clients with a hybrid transportation network.

The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program
• Position Pay Range $70,000.00 - $85,000.00 annually

The Enterprise Account Manager is accountable for managing all facets of assigned accounts within Estes Forwarding Worldwide, LLC. This position reports directly to the Sr. Director, Enterprise Account Management. The Enterprise Account Manager is responsible for collaborating with EFW sales, operations, and Internal SME's while establishing and maintaining client relationships, coordinating support for clients, directing client strategies, reporting on client relationships, managing the implementation and onboarding of new client accounts, and ensuring a consistently high level of service, quality, and client satisfaction.

To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Develop and maintain strong, long-term client relationships with assigned accounts
• Achieve assigned strategic account objectives
• Work in conjunction with direct sales team members, operations leadership, IT, accounting, and the EFW Executive team to ensure open communication and provide excellent customer service
• Gather information from members at all levels of the organization who can contribute information about problems and possible solutions
• Research and provide possible solutions for identified process & service improvements
• Recommend strategies to management and other decision makers
• Develop new relationships with assigned accounts through networking and additional opportunity probing
• Recommend new EFW strategies to client management and other decision-makers
• Adhere to CRM processes - including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc.
• Assist and direct new customer onboarding and integration. Work directly with the Manager, Corporate Projects to facilitate the Onboarding Roadmap
• Assist in developing and ensuring the execution of client agreements for new accounts
• Identify IT integration needs and work with assigned IT project managers
• Act as the liaison between clients and all pertinent internal teams
• Support the bidding and pricing process with assigned accounts
• Interact with key SME's to facilitate the timely delivery of completed projects and improvements
• Communicate with major clients on a regular basis and respond to specific queries
• Establish and continuously improve processes to ensure excellent client relations
• Handle transactional complaints and problems in a timely and effective manner
• Be a client resource for all things EFW
• Provide dedicated and complete customer service support
• Engineer solutions and innovative ideas to meet client needs
• Prepare Business Reviews in an established cadence (monthly, quarterly, etc.)
• Understand and provide business projections to all relevant parties
• Monitor account performance by regularly reviewing KPIs and agreed-upon client SLAs
• Work with the operational team to identify any lagging trends and improve client expectations
• Define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to analyze and develop practical solutions
• Measure the effectiveness of solutions and process improvements
• Support and work with the Sr. Director, Account Management, for any identified account escalations and issues with operational performance
• Support and work with Sr. Director Account Management for any identified…