Account Manager

The Account Manager (AM) is the primary owner of customer relationships and ongoing commercial performance of assigned accounts or new sales generated accounts. In a 3PL environment, the AM balances customer expectations with carrier capacity, operational constraints, and margin objectives while ensuring service reliability and contract compliance.

In this 3PL model, the Account Manager is a hybrid role responsible for both account retention and active selling of 3PL products and services to existing customers.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Relationship Management

Serve as the primary point of contact for assigned shipper accounts or new sales generated accounts.

Build trusted-advisor relationships with logistics, procurement, and supply chain stakeholders

Establish communication cadence (daily, weekly, monthly, QBRs)

Proactively identify service risks, volume changes, and escalation triggers

Revenue, Margin & P&L Ownership

Own account-level revenue, gross margin, and profitability

Carry an upsell/cross-sell growth quota for assigned accounts

Monitor lane-level and customer-level margin performance

Ensure pricing reflects market conditions, capacity constraints, and target margins

Partner with leadership on repricing, renewals, margin recovery, and deal structuring

Sales & Product Expansion (3PL Solutions)

Actively sell 3PL products to existing accounts, including:

Brokerage (Truckload, LTL)

Managed Transportation

Intermodal & Multimodal

Warehousing & Value-Added Services

Cross-border and specialized solutions

Identify whitespace and spend leakage within customer supply chains

Lead solution discovery conversations and needs assessments

Develop value-based proposals in partnership with pricing and operations

Own opportunity lifecycle from qualification through implementation

Operational Coordination (Internal & External)

Act as the liaison between customers, operations, logistics coordinator, and finance

Clearly communicate load requirements, SLAs, accessorials, and special handling needs

Support carrier strategy alignment (core carriers, backup carriers, surge capacity)

Escalate service failures and lead resolution to closure

Capacity & Logistics Coordination

Collaborate with logistics coordinators to secure capacity aligned with customer commitments

Support carrier onboarding and compliance requirements when needed

Monitor tender acceptance, on-time pickup/delivery, and carrier performance

Contract, SLA & Compliance Management

Ensure adherence to customer contracts, rate agreements, and SLAs

Track contract start/end dates, volume commitments, and penalty clauses

Coordinate contract amendments and approvals

Reporting, Analytics & Communication

Maintain accurate CRM and TMS data

Deliver regular performance reporting to customers and leadership

Track KPIs including margin, service levels, claims, and customer satisfaction

EDUCATION/EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES

Education (preferred level): BA

Experience: Minimum 1 year of experience in an Account Manager role

Systems:

• CRM (Salesforce or equivalent)
• Transportation Management System (TMS)
• BI / Margin reporting tools
• Communication tools (Email, Teams, Slack)

Knowledge/Skills:

• Must be able to give and receive innovative, creative and helpful feedback for team growth and productivity.
• Must be able to interface and communicate effectively within the organization and with
• customers
• Must have excellent communication skills, both written and verbal.
• Must be a strong team player with personal commitment toward the business
• Strong attention to detail

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Ability to stand and sit for periods of time and to move intermittently throughout the workday.

Ability to perform focused work with close attention to detail.

Must have effective sensory and motor skills as well as manual dexterity, as appropriate for the role.

Ability to push, lift, carry, pull, and/or throw up to 10 pounds.

Ability to work in and adapt to both hot and cold environments.