Account Manager, Flex

Job Description

Job Description

Company Overview

Riverstone Logistics (RLX) is a big and bulky supply chain powerhouse delivering seamless final mile, middle mile, warehousing, fulfillment, and storage solutions through a nationally integrated platform.

Founded in 2017 by five partners who believed logistics could be built around something bigger than moving freight, we began with furniture delivery and grew into a nationwide provider serving complex supply chains across the United States.

We are a purpose-driven company. We exist to use our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry. That purpose shapes how we lead our teams, how we partner with our customers, and how we take ownership of every delivery.

Our people, who we call Extra Milers, bring genuine integrity and care to every mile. If you lead well, communicate with clarity, and want your work to mean something, we want to meet you. If you're looking for a place where people genuinely matter, you've found it.

Role Overview

• Mission: To build and sustain long-term, high-value customer partnerships by ensuring consistent delivery, driving measurable outcomes, and positioning Riverstone as a critical enabler of our customers’ success.

• Core Objective: Own the full post-sale customer lifecycle for strategic accounts—maximizing retention, driving expansion, and ensuring customers realize continuous value from the Riverstone platform. The Account Manager operates at the intersection of customer success and operations ensuring commitments made translate into durable, long-term partnerships.

Who You Are (“The Ideal Candidate”)

• You are a trusted advisor who builds credibility quickly and maintains it through consistency, insight, and results.

• You think beyond transactions—you focus on long-term partnerships and sustained customer value.

• You are highly accountable and take ownership of both customer outcomes and internal alignment.

• You are proactive and solutions-oriented, anticipating risks and acting before they become issues.

• You are comfortable navigating complexity, aligning multiple stakeholders, and driving clarity.

• You communicate effectively across all levels—from frontline operators to executive leadership.

• You balance customer advocacy with operational realities, ensuring both sides are aligned and successful.

Key Characteristics We’re Looking For

• Customer-First Mentality: Deep commitment to delivering value and building lasting customer relationships.

• Strategic Ownership: Ability to own the full account lifecycle and connect customer needs to business outcomes.

• Influence & Alignment: Skilled at driving alignment across Sales, Operations, and Product without direct authority.

• Execution Focus: Ensures follow-through on commitments and delivers consistent, high-quality outcomes.

• Problem Solver: Effectively manages escalations, identifies root causes, and drives sustainable solutions.

• Commercial Acumen: Understands how to identify and drive expansion opportunities while protecting retention.

• Data-Driven Mindset: Uses performance metrics and customer insights to guide decisions and recommendations.

• Resilience & Composure: Maintains professionalism and urgency in high-pressure or ambiguous situations.

Key Responsibilities

Customer Relationship Ownership

• Serve as the primary point of contact for assigned customer accounts post-sale

• Build trusted relationships with customer stakeholders across operations, supply chain, and leadership

• Collaborate cross-functionally?with internal Operations, Sales, Finance, and IT teams to deliver consistent, high-quality service and measurable results for customers

• Lead regular check-ins, business reviews, and performance discussions

Retention & Expansion

• Ensure customers are actively using and receiving value from the Onward platform

• Identify opportunities for account expansion, additional markets, or increased usage

• Partner with Sales and leadership on renewals, upsells, and expansions

Operational Alignment & Issue Resolution

• Coordinate internally to resolve customer issues and escalations

• Work closely with Account Coordinators, Shared Services, and Operations to ensure reliable execution

• Ensure customer expectations are aligned with operational reality and platform capabilities

• Monitor and analyze account activity to?identify?trends, challenges, and opportunities for improvement

Voice of the Customer

• Gather and synthesize customer feedback

• Translate customer needs into clear input for Product and Operations

• Advocate internally for customer-driven improvements and prioritization

Minimum Qualifications (Education, Knowledge, Skills, and Abilities)

• 1-2 years of logistics, transportation, or brokerage experience in customer-facing or account management roles.

• Proven ability to manage multiple priorities and high-volume operations in a fast-paced environment.

• Strong working knowledge of TMS platforms and logistics lifecycle processes.

• Excellent verbal and written communication skills, with a customer-first approach.

• Demonstrated problem-solving skills and ability to think strategically.

• Proficient in Microsoft Office, especially Excel; ability to learn new systems quickly.

• Bachelor's degree in business, Supply Chain, or related field.

• Experience managing or supporting enterprise-level accounts.

• Prior exposure to final mile or dedicated delivery operations is preferred.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to effectively with coworkers and outside stakeholders in person both on the telephone and via email and other computer-related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects and there may be an occasional need to lift up to 50 pounds. This position may require extended work hours and travel.?