Account Manager (Franklin)

Account Manager

The Company / About Us

FreightPOP is a leading provider of cloud-based enterprise software. As a fast-growing, venture-funded startup, we believe growth creates opportunities for everyone on our team and that accelerated experience + adaptive learning = career success. Our shipping and logistics software is easy to use, highly configurable, offers Expedia-like rate shopping, and connects seamlessly to other software to provide a real-time, integrated & connected transportation management solution. FreightPOP is uniquely positioned for hyper-growth in one of the largest and fastest-growing global markets.

FreightPOP is an equal opportunity employer seeking only the most driven entrepreneurial-minded individuals to join our journey. We are a purpose-driven company that fosters a culture of innovation, continuous improvement, collaboration, and accountability. At FreightPOP, you'll be a critical member of our team that operates on the principles of autonomy and accountability.

FreightPOP's Core Values:

· Stay Grounded. Balance the 5 Fs–Faith, Family, Finance (work), Fitness, Fun.

· Dream Big. Shoot for the stars in every endeavor.

· Light it up. Strive to be a source of light for those around us.

· Give Back. Make a difference in our communities.

· Go the Extra Mile. There's no traffic jam on it.

Perks and benefits

We encourage our team to have a positive work/home life balance. We know how to make our work environment enjoyable and rewarding. Here are some of the perks our team enjoys.

· 401k – Available to all employees.

· Remote Work – Hybrid

· Accrued PTO – PTO policy includes sick, and vacation paid time off.

· Hopes & Dreams – Employees are invited to meet regularly with a senior leader, one-on-one to map out a path to their personal goals and dreams while at FreightPOP. Hopes & Dreams are not necessarily related to FreightPOP but more importantly, to their personal hopes and dreams.

· Bi-monthly lunch meetings– We hold lunch meetings with the CEO to communicate what was accomplished, recognize employees, company milestones, strategy, organizational changes, and to give employees an open forum to ask questions to our CEO and leadership team.

· Give Back Days - Community service takes the focus off you and puts it on others. From that grounded perspective comes passion, passion for helping others. We created a culture that is passionate about serving others. Get ready for paid time off to help others.

· Career Development Program- HR and Executives team up and work with an employee for their career development. The program involves understanding what knowledge, skills, personal characteristics, and experience are required for an employee to progress in their career or through access to promotions and /or departmental transfers or external job searches.

· Tuition Assistance – We understand the value of a good education and take pride in investing in our employees' professional & personal development.

· Employee Shadow Program- Employees are given the opportunity to shadow another employee or outside mentor for professional and personal development opportunities. In addition, new employees get assigned a buddy, someone in a similar role but has been in it for a bit, who will help them get acquainted with the company, expectations, and be a go-to person for questions.

· Stay Interviews- Bi-Annual interviews with current employees to check in and see how they are doing. Take them to lunch and ask what, if anything, would make them leave FreightPOP. This makes our employees feel heard and gives us insight into any issues the executive team might not be aware of.

· Health Insurance & Wellness – More than just health insurance, the Wellness program provides employees with resources to improve employee health and well-being.

· Recognition & Reward – Employees are recognized & rewarded by leadership and co-workers for their hard work and dedication. Based on merit, not tenure.

· Employee Referral- We offer $300 for employee referrals.

· Employee Miles Stones- Employees are awarded a gift for 3,5 & 10 years of service.

Role Description

We are seeking a proactive, client-focused Account Manager to manage and grow relationships with our clients. In this role, you will serve as the primary point of contact for customers, ensuring they maximize the value of our software and services. You will work closely with internal teams, including sales, product development, and support, to deliver exceptional customer experiences and help clients achieve their business objectives.

Qualifications

• Account Management, Customer Service, and Relationship Management skills
• Experience in logistics, transportation management, or supply chain
• Strong communication and negotiation skills
• Knowledge of ERP, WMS, and CRM systems
• Ability to analyze data and make strategic recommendations
• Excellent organizational and time management skills
• Proficiency in Microsoft Office and CRM software
• Bachelor's degree in Business Administration, Supply Chain Management, or a related field

Key Responsibilities:

1. Client Relationship Management

• Serve as the main point of contact for a portfolio of SaaS customers, building long-term, trusted relationships.
• Develop a deep understanding of each client’s business needs, goals, and challenges.
• Conduct regular check-ins, business reviews, and strategy sessions to ensure ongoing success and satisfaction.

2. Client Engagement and Retention

• Drive user engagement through training, product education, and best practices.
• Ensure clients are using the platform optimally, helping them unlock the full potential of the software.
• Proactively identify risks to customer success and work on solutions to mitigate churn and improve retention rates.

3. Cross-Functional Collaboration

• Act as a client advocate within the company, working with product, engineering, and support teams to solve problems and deliver solutions that meet client needs.
• Provide feedback to internal teams regarding client experiences, product enhancements, and potential new features.

4. Renewals and Upselling

• Identify opportunities for account expansion, upselling, and cross-selling additional products and services.
• Manage contract renewals and work with the sales team to negotiate and close renewal agreements.

5. Metrics and Reporting

• Track key account metrics, including usage rates, NPS scores, and customer satisfaction surveys.
• Provide clients with regular reports on their usage and performance, offering insights and recommendations for improvement.