Transportation Account Manager

Account Manager Transportation Management (VB1)

Erlanger, KY

Grade: Transportation

Reports To: Customer Service Manager Working Conditions: FLSA: Exempt Position is not routinely exposed to adverse environmental conditions. Typical office environment.

Position Summary: The Account Manager serves as the primary customer relationship owner for assigned Transportation Management accounts. This role is responsible for account health, profitability, customer satisfaction, business growth, and strategic account development. Account Managers work closely with customers, operations teams, carrier sourcing, and leadership to ensure service excellence while achieving margin objectives. The role also supports customer onboarding, reporting, routing guide management, SOP development, and overall account strategy. Account assignments may range from 115 customers depending on account complexity and will ideally be aligned by industry vertical or transportation mode expertise.

Duties and Responsibilities: Essential Functions: Customer Relationship & Account Management Serve as the primary Verst point of contact for assigned Transportation Management customers. Build and maintain relationships with customer stakeholders including Operations, Logistics, Transportation, and Procurement leaders. Lead customer onboarding activities and establish communication plans. Ensure overall customer satisfaction through proactive issue resolution and account stewardship. Develop and maintain customer-specific SOPs, routing guides, and operational requirements to support service execution. Support accounts receivable collection efforts as needed.

Account Performance & Strategic Growth Own the overall health, retention, and profitability of assigned accounts. Monitor account performance, margin, service metrics, and customer KPIs. Partner with Operations, Carrier Sourcing, and Pricing teams to optimize service, cost, and profitability outcomes. Identify opportunities for continuous improvement and value-added transportation solutions. Act as an inside sales resource by identifying growth opportunities within existing accounts and coordinating with Enterprise Sales on strategic opportunities. Lead customer contract reviews, renewals, and account-specific transportation RFP activities.

Business Analytics, Reporting & Governance Develop and present Quarterly Business Reviews (QBRs) and other customer-facing business reviews. Utilize Power BI, Excel, and PowerPoint to create customer performance reporting and operational analyses. Respond to customer and leadership ad hoc reporting requests. Maintain accurate account documentation, customer records, and opportunity tracking within Salesforce. Establish and oversee account governance processes to ensure data integrity, reporting accuracy, and operational compliance. Ensure account plans, customer contacts, and opportunity information remain current.

Marginal Functions Participate in industry or customer events as assigned. Support special projects, process improvement initiatives, and strategic company objectives. Assist other Transportation Management team members during peak business periods. Perform additional duties as assigned.

Job Specifications: Bachelor's degree in Supply Chain, Logistics, Business Administration, or related field preferred. Minimum 3-5 years of transportation, logistics, supply chain, or account management experience required. Experience managing customer relationships within a 3PL, managed transportation, brokerage, or transportation management environment preferred. Experience leading customer business reviews and performance reporting preferred. Strong customer service and relationship management skills. Excellent written, verbal, and presentation communication abilities. Strong analytical and problem-solving skills. Proficiency in Microsoft Excel, PowerPoint, and Power BI. Experience utilizing CRM systems, preferably Salesforce. Ability to manage multiple accounts and competing priorities simultaneously. Strong financial acumen with the ability to understand profitability and margin drivers. Ability to work cross-functionally with operations, sourcing, pricing, sales, and leadership teams. Detail-oriented with strong organizational skills. Ability to travel periodically for customer meetings and business reviews.

Key Performance Indicators (KPIs) Account Margin Performance Customer Retention Customer Satisfaction Scores QBR Completion & Quality Revenue Growth Within Existing Accounts SOP Compliance & Accuracy Accounts Receivable Aging Support Salesforce Activity Compliance Customer Onboarding Success Metrics

The duties and responsibilities listed above are representative of the duties of the position, and do not include all the tasks that the incumbent may be required to perform. The incumbent must be able to perform all of the essential functions of this job, either with or without reasonable accommodation.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.