Account Manager (Richmond)

Responsibilities

The Account Manager is tasked with establishing, maintaining, and enhancing the relationship between the company and external clients.
Build and maintain relationships with clients and key personnel within customer companies via telephone, email, and client visits.
Expand relationships with clients at multiple levels to include key decision makers (executive, IT, finance, transportation, etc.).
Conduct business reviews to ensure clients are satisfied with products and services.
Identify and present areas for potential improvement.
Uncover additional revenue sources from assigned clients, including logistics, CDN/US brokerage consulting.
Inform customers about other company products, including technology offerings.
Achieve client relationship targets, sales goals, and KPIs set by the Senior VP of Client Relations.
Escalate and resolve client concerns, liaising with operations and regulatory teams as needed.
Carry out client satisfaction surveys and reviews.
Monitor monthly performance against service level agreements and flag potential issues.
Update the CRM and ensure account managers are aware of client changes.
Pass leads to the sales team and follow up on progress.
Travel to and from client sites as required.
Other duties as assigned.
Qualifications

College and/or University Degree in Business Administration.
Minimum five (5) years of account management experience within a customer service/sales role.
Customs Brokerage experience is a definite asset.
CCS certification is an asset.
Working knowledge of the MS Office Suite (Word, Excel, PowerPoint).
CRM Sales Force experience is a definite asset.
Strong verbal and written communication skills are required.
Problem‑solving, accuracy, attention to detail, and analytical ability are required.
Robust prospecting, negotiating, and closing skills are required.

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