What are the responsibilities and job description for the Strategic Account Manager position at Langham Logistics, Inc?
Langham Logistics is seeking an experienced, high-impact Strategic Account Manager to lead and grow relationships with our top enterprise clients. In this role, you will own the end-to-end client journey—from onboarding and operational implementation to long-term account retention, organic revenue growth, and service expansion across our specialized cold-chain warehousing and freight networks.
Working cross-functionally with operations, IT, engineering, and executive leadership, you will act as the strategic advocate for our life sciences and commercial partners. Where applicable, you will also supervise and develop Strategic Account Representatives (SARs) to ensure consistent, white-glove service delivery.
Key Responsibilities
- Relationship Management: Build and maintain multi-threaded relationships with key client stakeholders, including Directors, Associate Directors, and commercial supply chain leaders.
- Onboarding & Implementation: Own client implementation and service integration, partnering with technical, IT, and operational teams to guarantee smooth operational go-lives.
- Contract & Financial Governance: Maintain deep mastery of customer contracts; ensure accurate weekly and monthly invoicing, capturing scope changes and driving EBITDA and Net Revenue Retention (NRR).
- Performance Reporting & QBRs: Facilitate weekly KPI report-outs, monthly operational check-ins, and formal Quarterly Business Reviews (QBRs) using data-driven insights to highlight value delivery.
- Consultative Solution Selling: Identify organic expansion opportunities across domestic transportation, international air freight, and cold-chain warehousing, translating client supply chain needs into custom logistics solutions.
- Voice of the Customer (VOC): Gather actionable client feedback to drive internal innovation, mitigate service risks, and proactively resolve operational bottlenecks.
- Team Leadership: Provide guidance, mentorship, and daily oversight to assigned Strategic Account Representatives (SARs) to ensure operational and customer SLA excellence.
Position Qualifications
- Education: Bachelor’s Degree in Business, Supply Chain, Sales/Marketing, or a related discipline preferred.
- Experience: 5–10 years of dedicated account management, client retention, and team leadership experience within supply chain, logistics, or transportation operations.
- Industry Acumen: Proven familiarity with warehousing, transportation management (domestic and international/air freight), and regulated life sciences/cold-chain logistics.
- Business Development & Commercial Savvy: Demonstrated success growing existing accounts, negotiating contract scope changes, and presenting to executive-level decision-makers.
- Analytical Capability: Proficient in data analysis, KPI dashboards, and translating complex logistics data into clear executive summaries and customer action plans.
- Technical Skills: Advanced proficiency in Microsoft Office 365 (Excel, PowerPoint, Word), CRM platforms, SharePoint, and project planning tools.
- Travel & Work Flexibility: Able to work from our Phoenix-area office, conduct on-site client meetings/warehouse walk-throughs, and travel as required to support business strategy.
Work Environment: Work is performed in an office environment, either at Langham or at a client location, with some exposure to warehouse environment for client tours.
Disclaimer: This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.