Job Description
The Manager, Enterprise Account Management requires a high degree of responsibility, networking, and familiarity of numerous verticals within the transportation industry to include e-commerce, retail, manufacturing, automotive, pharmaceutical, government, 3PL, etc. Engagement with customers within these verticals will involve pricing, sales, systems and tools, marketing, customer needs and all modes of freight movement.
The Manager, Enterprise Account Management requires a high degree of responsibility, networking, and familiarity of numerous verticals within the transportation industry to include e-commerce, retail, manufacturing, automotive, pharmaceutical, government, 3PL, etc. Engagement with customers within these verticals will involve pricing, sales, systems and tools, marketing, customer needs and all modes of freight movement.
Responsibilities
- Have a strong social media network / presence that allows for a deeper understanding of our customers internal structure while exposing opportunities for additional relationships, aggressively pursuing customers using networking, social media, customer referrals, etc.
- Position the Enterprise Account Management team to be trusted problem solvers for key decision makers within the customers organization along with identifying the influencers and operators that play key execution roles.
- Manage process and compliance for conducting regular business reviews with customers and key department heads throughout the customer's organization.
- Develop processes for measuring customer satisfaction rates across the entire department.
- Ensure the coaching and leadership development of subordinate employees, especially the Supervisor, Enterprise Account Management.
- Develop and ensure a positive, customer-focused team culture in a high-performance environment by creating a customer obsessed mentality at all levels of the reporting structure
- Instill and ensure accountability in that employees are properly trained and adhering to customer-centric principles.
- Maintain and coach to group and individual productivity and performance metrics that measure employee efficiency and effectiveness.
- Create predictive analytic tools such as dashboards and scorecards that proactively identify service inhibitors.
- Develop, monitor, and execute on department-level key performance indicators for all accounts that are managed by Enterprise Account Management.
- Develop strong internal relationships with RVP(s) to promote creativity and collaboration that drive revenue growth and profitability.
- Create and execute a framework for development and execution of customer specific solutions.
- Define and enforce the rules of engagement for DES, Enterprise Account Management and individual solution lines; ensuring the teams are properly aligned on the individual account strategy around retention and expansion.
- Drive expansion and retention activities and development for existing and emerging enterprise accounts utilizing Salesforce and Case Management to properly document activities, and ensuring customer engagement, expansion, and retention efforts are properly pursued, documented, and followed through on.
- Develop strategies that position the organization to acquire more wallet share with our strategic customers by leveraging our service, support, and partnerships to go deeper with accounts.
- Oversee the retention, development and growth of Enterprise and Anchor accounts across all modes, services, and solutions.
- Coach, motivate, and manage the efforts of the Managers and Supervisors, Enterprise Account Management, with a focus on business retention and expansion.
- Other duties and projects, as assigned.
- Interact with all employees and customers in a professional and courteous manner.
- Travel and regular engagement with ArcBest's largest and most impactful accounts
- Assist with account specific yield initiatives by leaning on internal and external relationships to improve throughput and implementation and helping to facilitate the development of pricing for proposals and bids.
- Assist the Enterprise Account Management Team in developing strategies and a comprehensive understanding of customers' business models that are leveraged to build trust and partnerships that leads to revenue expansion and retention.
Requirements
Education:
- Bachelor's Degree in Transportation or Business, preferred
- 5 years experience in Logistics and Customer Engagement
- Proficient in Microsoft Office Suite
- Extensive knowledge of business solutions, competitors, and decision makers, preferred
- Knowledge of ArcBest company policies, services, computer systems and service capabilities, preferred
- Coaching Others
- Customer Focus
- Customer Interaction
- Customer Service Management
- Decision Making and Critical Thinking
- Interpersonal Relationships
- Knowledge of Organization
- Solutions and Services
Other Details
Work Hours:
- Generally between 6:00 am - 8:00 pm including weekends with occasional irregular hours depending on workload.
- This is a salary position paid biweekly.
- Variable compensation is included.
About Us
ArcBest® is a multibillion-dollar integrated logistics company that helps keep the global supply chain moving. We offer ground, air, and ocean transportation through various capacity providers, including our LTL carrier ABF Freight®, our truckload service MoLo®, and our expedite fleet, Panther Premium Logistics®. Through our managed solutions, we partner with customers to create logistics strategies that increase operational efficiencies, reduce costs and give better insights into their supply chains. We also offer moving services through U-Pack®. Our technology and innovations team, ArcBest Technologies, provides custom-built solutions, leading-edge technology, and advanced analytics that help support our customers and optimize supply chains. Want to join the ArcBest team? We're looking for top talent who supports our values-driven culture and is driven to deliver an excellent customer experience.
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