Manager, Account Management

Manager, Account Management

844-293-4181

The Manager, Account Management (M-AM) is responsible for upholding corporate policies, procedures, direction, and culture while ensuring department objectives and goals are met. This individual communicates departmental and corporate strategies and expectations to the team and is accountable for their teams execution, actions, and results.

The Manager, Account Management is responsible for fostering the growth and retention of Bisons customers by coaching and developing the Account Manager team(s). The M-AM leverages their knowledge of Bisons modes, services, technologies, and processes, along with relationships with key internal stakeholders, to support Bisons growth initiatives.

Location: Chicago, IL

Hours: 1st Shift Monday through Friday

Key Accountabilities/Responsibilities

Leadership:

• Provide Account Managers with vision, direction, and support in their day-to-day activities, ensuring employee needs are met.

• Establish departmental and individual performance expectations.

• Monitor results, provide coaching, and establish employee development strategies.

• Provide escalation support for customers and internal team members as required.

• Execute corporate initiatives by participating in or leading 4DX and Hoshin initiatives.

• Regularly review Account Management processes and training programs to identify opportunities to improve productivity and performance.

• Work closely with Enterprise Sales, Customer Operations, Continuous Improvement, Logistics, and Operations to drive improvements.

Human Resource Management:

Responsible for the human resource needs of the Account Management group, including collaboration on:

• Succession planning.

• Recruitment, interviewing, and hiring.

• Compensation plans and administration.

• Staff scheduling.

• Development and implementation of individual development plans.

• Creating and maintaining training programs and reference materials.

• Administering corrective action when necessary.

Customer Management:

• Maintain an excellent understanding of all clients within the teams portfolio, including their stage of development, growth strategies, operational requirements, and Bisons operating plans.

• Lead the Account Management team in achieving or exceeding customer service and growth goals.

• Develop customer relationships and establish themselves as a point of escalation for customer concerns.

• Assist with rate negotiations and/or closing customer deals as needed

• Drive customer retention and growth by assisting Account Managers in identifying, developing, and closing opportunities.

• Conduct regular opportunity funnel reviews.

• Support Sales Manager strategic account plans.

• Monitor service and communication-related KPIs and ensure performance issues are addressed.

• Review LRWs to ensure coding accuracy related to customer expectations and alignment between customer scorecards and Bison scorecards.

• Monitor committed volumes compared to actual volumes and ensure underperformance or overperformance is addressed as required.

• Monitor revenue reporting to identify year-over-year variances, accessorial collection, and overall account health.

• Provide surge pricing guidance to the team or directly to customers as required.

• Monitor key KPIs related to invoicing timeliness and accuracy and address performance issues

Modes, Services & Technologies:

• Build and maintain relationships with all Bison service teams to ensure the Account Management team can confidently sell all modes and services across all geographical areas.

• Attend regular meetings and huddles to remain informed of current challenges and business needs.

• Foster a reciprocal feedback loop between Account Management teams and the services they sell.

• Work with product line leaders to develop and deliver product and sales training.

• Facilitate the creation and distribution of content for Account Managers to use or share directly with customers

Required Knowledge, Skills, and Abilities:

• Customer Service

• Record-Keeping

• Adaptability

• Problem Solving

• Organizational Skills

• Motivational Skills

• Analytical Skills

• Communication Skills

• Interpersonal Skills

• Computer Operation

• Company Policies and Philosophy

• Geography of North America

• Truck Rules and Regulations

• Bison Transport Lanes of Service

• Bison Transport Operating Policies

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