Job Description
Position Overview:
An Account Manager (AM) uses negotiation skills to influence internal and external stakeholders. Reporting to the Director of Account Management, the AM works within a team, offering support where necessary, but also works on his/her own initiative and prioritizes his/her own workload. The ideal AM is self-motivated, motivates and inspires others, as well as being highly driven and works well under high pressure to meet deadlines. The role is a key member of the team and requires a careful balance between the client’s needs, wants and priorities, and the company’s bottom line. The AM plays a crucial role in client retention that leads to loyalty and advocacy.
Summary of Responsibilities:
- Work closely with a New Business Development (NBD) teammate and Customer Excellence team members.
- Earn referrals and retain customers.
- Work with the NBD teammate on new acquisitions including taking part in negotiations and through the late phase selling cycle.
- Ensure smooth transitions of new accounts from NBD teammate to AM.
- Build strong, long-lasting relationships with customers.
- Develop multiple points of contact within each customer account.
- Maintain regular contact with the customer base including phone calls, emails, face to face meetings, entertainment, etc. Networking/event attendance is required to build a network as well as entertaining customers.
- Become a resource to clients by connecting customers together, providing market information, inviting to valuable events, etc.
- Respond within 24 hours to all customer requests and provide satisfactory solutions.
- Develop pricing strategy and ensure profitability aligned with company goals.
- Daily/weekly paperwork and review of strategic opportunistic execution.
- Develop an understanding of each facet of USM’s services.
- Utilize CRM (Salesforce) to capture daily activities and ensure alignment with metrics/goals.
- Use inventory management tool (Shared Logic) to view and provide details on loads to customers.
- Responsible for contract renewals, negotiations, and developing anchoring strategies.
- Regularly review each account to validate customer needs are met.
- Communicate weekly progress of initiatives and goals to National Director of Strategic Accounts.
- Perform up to 50% travel per month.
Desired Characteristics:
- High level of written and verbal communication skills
- Ability to demonstrate innovative problem-solving
- Experience managing clients and their programs
- Technology proficiency (MS office, CRM (Salesforce or similar), inventory management systems)
- Ability to build relationships internally and externally at all levels
- Exceptional organizational and time management skills
- Be a self-starter demonstrating the ability to work independently while maintaining team role
- Substantial administrative and project management skills
- Demonstrate a professional demeanor
- Ability to meet deadlines
- Strong presentation skills, presenting effectively without use of notes
- Solid financial and commercial awareness
Requirement:
- BA/BS degree from an accredited university or college
- 3 years’ experience in account management with a focus on client service is desired
Minimum Safety Training Requirements:
- Basic on-the-job training that satisfies the Primary Objectives of the specific position (as noted above)
- US-SOP-01 United in Safety Manual
- US-F11 QEH&S Policy
- US-SOP-03 Team Member Handbook
We strive to demonstrate our Core Values in all positions at USM:
Trust ● Commitment ● Loyalty ● Passion ● Respect ● Service ● Performance