Account Manager 844-293-4181 The Account Manager (AM) is responsible to drive growth and maximize retention of a portfolio of accounts. The AM creates demand, identifies new opportunities within their portfolio and creates solutions aligned to their customer needs. The AM acts as an advocate for their customers, driving continuous improvement and collaborating with key stakeholders at Bison USA to deliver on customer commitments. Account Managers leverage their knowledge of Bison's modes, services, technologies, and process to retain and grow customers within their portfolios through the sale of diverse products and services. Account Managers will primarily engage with their customers using video, phone, or email, however in-person connections with their assigned customers are encouraged where it makes sense based on circumstantial or geographic factors. Position can sit in Chicago, IL or Des Moines, IA Portfolio Types Small to Mid-Market customers where they AM is solely responsible for the customer relationship and maximizing our share of wallet potential. Enterprise level customers where they work in collaboration with a National Account Manager to build and maintain multi-level customer relationships and maximize our share of wallet potential. Business Development Accountable to create and expand customer relationships across functional departments within the customer supply chain through regular customer meetings and connections. Leverage network SMEs to collaborate on solutions to present to the customer to enable business growth and retention. Conduct regular business reviews, leveraging internal data and market intelligence to gain customer insights that aid in uncovering new opportunities for growth. Negotiate rates as required for the successful onboard of new business and transactional loads. As well as working with the customer to improve rate quality on existing business. Work collaboratively with Enterprise Sales, as required, to set and execute on account strategy through a clear understanding of customer buying habits and Bison's position within the customer's supply chain. Maintain a record of sales related activities in Bison CRM. This includes updating contacts, recording meetings, and creating opportunities where appropriate. Customer Experience Manages conflict and navigates difficult conversations with customers with tact and diplomacy. Acts as an advocate for customers, internally conveying their customer-specific needs across the organization, to ensure proper alignment and prioritization of resources. Collaborates and actively communicates with the capacity/product/supply teams to identify strategic solutions for complex issues. Partners with operations and logistics team members to ensure optimal execution through use of SOPs, business processes and customer KPI's. Accountable to customer feedback on Bison's performance compared to customer expectation. Financial Accountability and Process Efficiency Regular review of their portfolio customer's revenue, OR and service performance results to monitor and drive account health. Proactive review of the customer's operational plan and volume expectations to ensure they are being adhered to by both Bison and the customer. Identifies and implements process improvements and cost avoidance for Bison and the customer. Understanding of rate, billing, and accessorial agreements to facilitate accurate and timely invoicing and collection practices. Coordinate with Admin and Sales Support teams to ensure rate tables are accurate and expirations are managed proactively. Operational Execution Account Managers will be supported by Customer Operations to ensure orders are set up for operational success however some level of order execution will be required. Required Knowledge, Skills, and Abilities Excellent verbal and written communication skills Excellent problem-solving and conflict resolution skills Strong organization skills and detail oriented Strong customer service skills Leadership and motivational skills Excellent interpersonal skills Demonstrated professionalism in all aspects of service provision to all organizational levels Minimum Qualifications High School Diploma or equivalent OR equivalent related experience within transportation Bachelor's degree in Transportation & Logistics preferred Strong computer and Microsoft Office skills Knowledge of the Transportation industry - including Freight Lanes, Trends, Operating Practices, and Driver Expectations