Account Manager - Airlines

Responsibilities

• Manage a portfolio of strategic customer accounts. • Serve as the primary point of contact for assigned accounts, building and maintaining strong relationships with customer stakeholders across operational, commercial, and leadership levels. • Understand customer supply chain strategies and align solutions to support those initiatives. • Position the Company as a preferred transportation provider within partner logistics networks. • Monitor and analyze account performance, revenue trends, customer satisfaction, and retention risks to identify opportunities and recommend actions. • Identify organic growth opportunities, share-of-wallet expansion opportunities, and additional transportation solutions within existing accounts. • Establish and maintain customer-specific performance metrics and fact-based reporting to identify root causes, lead corrective action planning, and drive continuous improvement initiatives. • Create, prepare, and lead Quarterly Business Reviews (QBRs) and executive business reviews, presenting operational and financial performance, identifying opportunities for growth, and developing strategic action plans. • Act as a customer advocate within the organization, influencing internal stakeholders and aligning resources to support customer commitments and business objectives. • Drive account retention, expansion, and profitability by identifying growth opportunities, developing strategic account plans, and supporting contract renewals and commercial negotiations. • Maintain accurate account plans, customer activity, business opportunities, and pipeline visibility within Salesforce and other business systems. • Partner with Operations, Customer Service, Pricing, Commercial, and other internal teams to improve account performance, customer experience, and long-term retention. • Partner with Sales on growth opportunities, RFP responses, customer expansions, and win-back initiatives. • Monitor market trends, customer needs, and competitive activity to identify growth opportunities. • Support customer onboarding, implementation activities, and service launches. • Manage customer escalations, service concerns, and operational challenges through effective cross-functional collaboration. • Maintain CRM documentation, account activity, forecasting information, and customer records. • All other duties as assigned to meet evolving business needs.

Qualifications