Senior Account Manager

Senior Account Manager

The Senior Account Manager serves as a strategic partner to key customer accounts, building and expanding executive-level relationships while driving long-term account retention, customer satisfaction, and growth. This individual owns the overall success of a portfolio of high-value accounts by developing strategic account plans, identifying opportunities to deepen the partnership, and ensuring customers realize measurable business value from VPL's solutions.

This role acts as the primary advocate for the customer internally, partnering across Sales, Operations, Customer Success, and Leadership to deliver exceptional service while proactively solving business challenges. The Senior Account Manager also mentors team members, shares best practices, and contributes to the ongoing development of account management strategies.

What You'll Do...

• Develop trusted advisor relationships with executive stakeholders across assigned customer accounts.
• Own and execute strategic account plans that align customer objectives with VPL's solutions and long-term growth strategy.
• Drive customer retention, expansion, and increased adoption of VPL's services.
• Identify and use Salesforce to document and track opportunities to grow existing accounts through cross-selling, upselling, and expanded partnership.
• Execute a structured annual and quarterly engagement cadence including in-person executive sponsor touches and business reviews that communicate program performance, ROI, market trends, and strategic recommendations.
• Analyze customer data to identify savings opportunities, improve compliance, optimize vendor utilization, and uncover new business opportunities.
• Collaborate with customers to implement industry best practices and continuously improve their freight management programs.
• Serve as the primary escalation point for complex customer issues, coordinating cross-functional teams to ensure timely resolution.
• Partner closely with Sales, Operations, Finance, and Leadership to develop solutions that support customer objectives.
• Proactively identify risks to customer satisfaction and develop mitigation strategies before issues arise.
• Maintain a strong understanding of healthcare logistics, transportation trends, and competitive market dynamics.
• Provide mentorship and guidance to Account Managers by sharing best practices, supporting onboarding, and contributing to team development.
• Contribute to process improvements and strategic initiatives that enhance the customer experience and account management function.
• Own the account renewal cycle leading renewal strategy and negotiation, and coordinating with senior leadership on commercial exceptions.

What You'll Bring...

• 7+ years of strategic account management, customer success, or business development experience in a B2B environment.
• Healthcare, pharmacy, medical supply chain, or logistics industry experience preferred.
• Demonstrated success managing enterprise or strategic customer accounts with executive-level stakeholders.
• Proven ability to execute account touch plan while consistently achieving retention and customer satisfaction goals.
• Exceptional communication, presentation, negotiation, and relationship-building skills.
• Strong business acumen with the ability to translate data into strategic recommendations.
• Experience leading executive business reviews and presenting to senior leadership.
• Highly organized with excellent project management and prioritization skills.
• Ability to influence cross-functional teams without direct authority.
• Comfortable navigating ambiguity and managing multiple high-priority initiatives simultaneously.
• Advanced proficiency in Microsoft Office (particularly Excel and PowerPoint) and CRM platforms such as Salesforce.
• Self-motivated, collaborative, and passionate about delivering exceptional customer experiences with a history of measurable customer satisfaction outcomes.