What are the responsibilities and job description for the Senior Account Manager position at United States?
Trinity Industries is seeking a Senior Account Manager for RSI Logistics, at Trinity’s corporate headquarters in Dallas, Texas.
You will provide account management leadership and support including establishing clear roles, priorities, performance expectations, and accountability for the account management team.
What you'll do:
- Establish and continuously improve the Account Management operating model, including customer segmentation, engagement standards, account planning, playbooks, and team rhythms
- Build team capability in executive communication, commercial acumen, customer value articulation, root cause analysis, and cross-functional leadership
- Own the customer health, retention, and renewal framework, ensuring each account has a current view of relationship strength, adoption, service performance, financial health, risk, and growth potential
- Establish indicators and intervention thresholds for churn risk, service disruption, billing concerns, unresolved commitments, and customer dissatisfaction
Lead customer health reviews and ensure at-risk accounts have documented recovery plans, measurable actions, clear ownership, and leadership support
Client Onboarding and Adoption
- Own the customer onboarding and adoption lifecycle from commercial handoff through implementation, stabilization, and transition to ongoing Account Management
- Ensure customer goals, scope, dependencies, risks, billing setup, roles, milestones, and measures of success are clearly documented and managed
- Use post-onboarding reviews and customer feedback to improve future implementations, handoffs, education, and enablement
- Establish a consistent escalation and hyper care model with clear severity levels, response expectations, communication protocols, action tracking, and closure standards.
- Lead cross-functional investigation, root-cause analysis, recovery planning, corrective action, and customer communication.
- Maintain leadership visibility into material customer risks and use recurring themes to drive systemic process, product, service, or training improvements.
Service Delivery and Value Realization
- Partner with Product, Service Delivery, and other functions to define service expectations, performance measures, and corrective-action processes.
- Ensure customer commitments and actions are documented, assigned, communicated, and closed.
- Use operating data, customer feedback, and usage trends to improve service quality and translate outcomes into clear value narratives and strategic roadmaps.
Commercial Governance and Operational Excellence
- Provide governance for revenue retention, pricing and scope alignment, billing accuracy, service cost, profitability, renewal exposure, and commercial risk.
- Identify underpriced, over-serviced, out-of-scope, or unprofitable work and drive corrective action through pricing, scope, process, operating-model, or contract changes.
- Establish metrics and reporting that provide visibility into customer health, retention, onboarding, escalations, service performance, financial performance, and growth opportunities.
- Maintain strong CRM and reporting discipline and drive continuous improvement across customer-facing processes, systems, training, and resource allocation.
What you'll need:
Required Qualifications
- Bachelor’s degree in Business, Supply Chain, Logistics, Transportation, Technology, or a related field, or equivalent relevant experience required.
- 8 years of demonstrated experience in account management, customer success, client services, service delivery, or a related customer-facing function.
- Experience leading customer-facing teams and complex, high-value customer relationships involving operational and executive stakeholders.
- Experience establishing customer health, onboarding, retention, escalation, hypercare, service delivery, or performance governance practices.
- Strong financial and commercial acumen, including revenue retention, billing, pricing, scope, costing, profitability, or margin management.
- Ability to interpret customer and operating data, build meaningful scorecards, identify root causes, and drive corrective action.
- Strong executive communication, facilitation, negotiation, presentation, and cross-functional influence skills.
- Experience with CRM systems, account planning, customer reporting, and performance management; ability to travel as business needs require.
Preferred Qualifications
- Experience in rail, industrial transportation, logistics, supply chain, fleet management, transportation technology, or managed services.
- Experience with enterprise SaaS, logistics technology, data platforms, analytics, transportation management, telematics, freight audit and payment, rates, equipment management, or visibility solutions.
- Experience leading strategic renewals, pricing or contract changes, adoption programs, organizational change, customer recovery, or executive business reviews.
- Continuous improvement, quality management, Lean, Six Sigma, or structured root-cause analysis experience.
Key Success Measures
- Customer retention, renewal readiness, health improvement, and risk reduction.
- Onboarding quality, customer adoption, time-to-value, and value realization.
- Escalation resolution, hyper care effectiveness, service quality, and commitment performance.
- Billing accuracy, dispute prevention, revenue retention, profitability, and qualified account growth.
- Team development, consistency, accountability, and operating discipline.