Trinity Industries is seeking a Senior Account Manager for RSI Logistics, at Trinity's corporate headquarters in Dallas, Texas.
What you'll do:
Customer Health, Retention, and Growth
- 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.
Escalation and Customer Recovery
- 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.
Account Management Leadership
- Account Management Support establishing clear roles, priorities, performance expectations, and accountability for the
account management team.
- 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.
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.