Job Description
The Senior Manager, Enterprise Account Management manages and oversees daily execution of account strategies for the revenue expansion and retention of ArcBest's largest accounts. This position helps develop a sense of trust and confidence in the Enterprise Account Management team's ability to deliver a superior customer experience and embraces and then instills the Corporate Values and Strategies within the Customer Solutions work stream. The Senior Manager, Enterprise Account Management functions as an essential point of contact for customer requests, sales, and operations Leadership who encounter extraordinary requirements, and is responsible for the design, implementation, and support of solutions that fulfill customer specific demands that are considered strategic in nature. This position effectively communicates with Leadership, such as Vice Presidents, Regional Vice Presidents, Operations, Inside and Outside Sales, and Department Heads throughout the general office, and requires a high degree of responsibility, networking, and familiarity of numerous verticals within the transportation industry; including but not limited to e-commerce, retail, manufacturing, automotive, pharmaceutical, government, 3PL, etc.
The Senior Manager, Enterprise Account Management manages and oversees daily execution of account strategies for the revenue expansion and retention of ArcBest's largest accounts. This position helps develop a sense of trust and confidence in the Enterprise Account Management team's ability to deliver a superior customer experience and embraces and then instills the Corporate Values and Strategies within the Customer Solutions work stream. The Senior Manager, Enterprise Account Management functions as an essential point of contact for customer requests, sales, and operations Leadership who encounter extraordinary requirements, and is responsible for the design, implementation, and support of solutions that fulfill customer specific demands that are considered strategic in nature. This position effectively communicates with Leadership, such as Vice Presidents, Regional Vice Presidents, Operations, Inside and Outside Sales, and Department Heads throughout the general office, and requires a high degree of responsibility, networking, and familiarity of numerous verticals within the transportation industry; including but not limited to e-commerce, retail, manufacturing, automotive, pharmaceutical, government, 3PL, etc.
Responsibilities
- Lead the development of a comprehensive understanding of customer's business model and their unique challenges to growth within their own marketplace so that recommendations can be made to position products and solutions of ArcBest.
- Ensure team is expanding and retaining profitable revenue, building relationships, and providing excellent customer service to assigned accounts.
- Serve as point of escalation to solve high level problems.
- Lead efforts in developing strategies to expand and retain revenue with customers by building relationships both in person and remotely.
- Develop and execute cost controls and resource allocation with the department.
- Recruit, hire, and develop staffing plans for all positions within the Enterprise Customer Operations team.
- Lead and support the Enterprise Customer Operations team that designs, develops, and executes solutions that enable customers to efficiently meet their supply chain goals.
- Serve as the subject matter expert and continually share your knowledge on all supply chain services ArcBest subsidiaries offer with the largest ArcBest customers.
- Demonstrate excellent collaboration between the ArcBest subsidiaries and individual solution service lines.
- Foster positive collaboration on a high-level scale with RVPs, VPs, DESs, DSMs, and Account Managers.
- Foster strategy development focused on revenue expansion and retention within assigned accounts.
- Other duties and projects, as assigned.
- Develop a customer obsessed team culture to accomplish department and individual goals.
- Provide weekend and after-hour on-call support, as needed.
- Manage team members to ensure coverage for specific projects and customer requirements.
- Provide Salesforce and Case Management oversight for the team.
- Lead and ensure team compliance by coaching on performance issues, increasing productivity through increased efficiency, developing, maintaining, and executing all customer specific SLAs.
- Lead the onboarding and re-boarding efforts for all day-to-day execution of the strategic account plan for revenue expansion and retention.
- Ensure that the Managers, Enterprise Account Management are ensuring the Supervisors, EAMs, Associate EAMs, Analysts, Coordinators, Specialists, and Student Workers are executing on agreed upon customer Service Level Agreements (SLAs).
- Responsibility for the leadership development of the Managers and Supervisors in both current role and opportunities for advancement.
- Coach and develop Enterprise Account Management, Managers, Supervisors, EAMs, Associate EAMs, Analysts, Coordinators, Specialists, and Student Workers to develop a comprehensive understanding of the customers' supply chain and their industry competition so that they can proactively anticipate and address needs/challenges.
- Lead the Enterprise Account Management Supervisors and EAMs and empower them to oversee the activity of the Enterprise Account Management, Associate EAMs, Analysts, Coordinators, Specialists, and Student Workers and allow them to build, support, and execute solutions that help us and our customers to become more efficient, while serving as the voice of the customer inside ArcBest.
- Evaluate and analyze opportunities and delegate account responsibilities to team members based on workload, expertise needed, background, and relational needs.
Requirements
Education:
- Bachelor's Degree in transportation, operations management, logistics, engineering, or related field, required
- Master's Degree (MBA), preferred
- 5 years supply chain and/or logistics industry experience.
- Experience with direct customer interaction as well as responsibility for revenue growth and other KPIs.
- Proficient with Mercury Gate, OTM, JDA or other related systems, required
- Strong excel skills and proficiency with 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, 8:00 am - 5:00 pm Monday through Friday 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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