Lead strategic account planning and executive relationships to retain and grow enterprise customers. Drive business reviews, identify expansion opportunities, oversee KPIs, resolve complex issues, and coordinate cross-functional teams to deliver technology-enabled supply chain and logistics solutions.
Responsibilities
- Develop and execute strategic account plans that drive customer retention and revenue growth.
- Build and maintain executive-level relationships, serving as a trusted advisor and primary strategic contact.
- Lead business reviews, executive alignment meetings, and quarterly business reviews (QBRs) to evaluate performance, identify opportunities, and maintain strategic alignment.
- Partner with customers to develop growth roadmaps, innovation strategies, and continuous improvement initiatives.
- Identify, qualify, and pursue expansion opportunities across services, business units, geographies, and solution offerings.
- Own customer performance metrics and KPIs, delivering insights and recommendations that improve operational and financial results.
- Lead resolution of complex business challenges while balancing customer needs with organizational objectives.
- Collaborate with Operations, Sales, Finance, Solutions Design, IT, Engineering, and Implementation teams to ensure successful customer outcomes.
- Translate customer goals, challenges, and priorities into actionable internal strategies and resource plans.
- Champion digital transformation, automation, and technology-enabled solutions that increase customer value and operational efficiency.
- Monitor account health, identify retention risks, and implement proactive mitigation strategies.
- Drive account forecasting, revenue planning, and strategic growth initiatives.
- Represent the organization in executive sponsor programs, customer strategy sessions, industry events, and other high-visibility engagements.
- Provide market intelligence, industry insights, and competitive feedback to support business planning and solution development.
- Promote a customer-centric culture by influencing and aligning cross-functional stakeholders around account objectives and customer commitments.
- All other duties as assigned to meet evolving business needs.
Qualifications
- Education: Undergraduate degree in a related field from an accredited college or university required.
- Certification/Licensure: Professional certifications such as CSCMP, APICS/ASCM, or similar credentials preferred.
- Experience: 8+ years of progressive experience in strategic account management, enterprise customer success, business development, or related customer-facing leadership roles.
- Proven success managing complex customer portfolios with annual revenues of approximately $15M to $50M+ while consistently achieving retention and growth objectives.
- Deep expertise in logistics, transportation, supply chain management, contract logistics, warehousing, distribution, or related industries.
- Demonstrated success developing and executing account growth strategies that drive revenue expansion, customer retention, and profitability.
- Strong executive presence with the ability to influence, negotiate, and build credibility with senior leaders internally and externally.
- Experience leading cross-functional teams and driving alignment across Sales, Operations, Finance, IT, Solutions Design, Engineering, and Implementation functions.
- Experience supporting customers in complex industries such as life sciences, aerospace, automotive, high-tech, industrial manufacturing, consumer goods, or related sectors preferred.
- Exceptional analytical, communication, presentation, and relationship management skills with a consultative approach to problem solving.
- Demonstrated discretion and confidentiality in handling and protecting sensitive information.
- Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.).
- Environment: Remote; must be comfortable with travel for related meetings/events.
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