Account Manager

Description

Job Title: Account Manager Division: Account Management

Reports To: Senior Account Manager

Position Summary

The Account Manager serves as a strategic partner to the Senior Account Manager, supporting customer success, operational excellence, and KPI adherence across assigned accounts. This role bridges day-to-day execution and account-level strategy, ensuring proactive communication, strong performance management, and continuous operational improvement.

The Account Manager is responsible for coordinating complex transportation activities, monitoring performance against service and financial metrics, and identifying opportunities to enhance customer outcomes. While not currently a formal people-management position, this role provides leadership through influence, mentorship, and ownership of account performance, positioning the individual for future team leadership responsibilities.

Essential Duties and Responsibilities

Account Execution & Operational Oversight

• Support execution of daily transportation operations across assigned accounts, ensuring shipments are planned, tracked, and delivered according to customer expectations.
• Coordinate closely with Senior Operations Executives and carrier partners to resolve service issues, mitigate risk, and maintain service continuity.
• Monitor shipment activity, transit performance, and exceptions to proactively address potential disruptions before customer impact.
• Ensure accurate and timely data entry, documentation, and maintenance of account information within TMS and internal systems.
• Maintain strong working knowledge of LTL and FTL processes, classifications, rating structures, and market dynamics.
• Handle escalated operational challenges and claims in partnership with internal stakeholders.

KPI Management & Continuous Improvement

• Track and analyze account-level KPIs including service performance, cost efficiency, margin, and accessorial trends.
• Partner with the Senior Account Manager to identify performance gaps and implement corrective action plans.
• Recommend process improvements, routing optimizations, and consolidation opportunities to improve customer outcomes.
• Support preparation of reporting, scorecards, and performance summaries for internal leadership and customer reviews.

Client Relationship Support

• Maintain strong relationships with customer day to day contacts, shippers, and receivers through proactive communication and responsive service.
• Assist in identifying customer needs and proposing transportation solutions aligned with operational capabilities and financial goals.
• Support preparation for customer business reviews, presentations, and strategic discussions.
• Act as a reliable escalation point for operational concerns when the Senior Account Manager is unavailable.

Team Collaboration & Leadership Development

• Provide guidance and informal mentorship to Senior Operations Executives and Operations team members.
• Reinforce adherence to defined processes, service expectations, and Zipline values.
• Support cross-functional collaboration with Sales, Carrier Management, Accounting, and Leadership to ensure alignment on customer strategy.
• Contribute to onboarding, training, and knowledge sharing across the operations team.

Requirements

Required Skills and Competencies:

• Strong understanding of transportation operations, including LTL/FTL execution and customer service expectations.
• Ability to interpret operational and financial performance metrics to drive decision-making.
• Advanced problem-solving skills with the ability to manage escalations independently.
• Excellent organizational, communication, and prioritization skills in a fast-paced environment.
• Demonstrated ability to influence others without formal authority.
• High attention to detail and commitment to service quality.
• Collaborative mindset with strong cross-functional partnership skills.
• Self-motivated with a proactive approach to customer success and continuous improvement.
• Readiness to grow into future people-leadership responsibilities.