ACCOUNT MANAGER

Description
The Account Manager is responsible for managing JLT Trucking’s broker and government customer accounts, while supporting commercial customer accounts and opportunities as needed.
This position serves as the primary point of contact for assigned customers and is responsible for account setup and management, pricing administration, contract interpretation and compliance, renewals, customer retention, cancellation management, bid and solicitation responses, revenue and profitability analysis, and related administrative activities.
The Account Manager plays a key role in protecting and growing revenue, maintaining customer relationships, ensuring contract compliance, identifying retention and renewal opportunities, and supporting strategic and operational initiatives.
PRIMARY RESPONSIBILITIES
Customer & Account Management

Manage assigned broker and government customer accounts and provide support for commercial accounts as needed
Serve as the primary point of contact for assigned customers
Maintain professional relationships with customers, broker representatives, government contracting personnel, procurement representatives, and other stakeholders
Monitor customer satisfaction and resolve account concerns
Coordinate customer needs with Operations, Dispatch, Customer Service, Billing, Accounting, Safety, Compliance, Sales, and other departments
Maintain accurate customer records, contracts, pricing information, and supporting documentation
Identify opportunities to improve customer retention, revenue, service levels, and overall account performance

Account Setup
Coordinate the setup of new customer accounts and service locations.

Gather customer, billing, service, contract, and site information
Verify pricing and service requirements before activation
Ensure required contracts, purchase orders, award documents, and pricing schedules are received and maintained
Coordinate internally to ensure services and account requirements are communicated accurately
Maintain accurate account information within company systems
Verify contractual and customer-specific requirements are reflected in account setup

Broker Account Management

Manage assigned broker accounts
Review service requests, pricing requests, rate sheets, and account requirements
Administer approved price increases and pricing adjustments
Manage contract renewals, amendments, and service changes
Review and interpret Master Service Agreements and related contracts
Prepare proposals, bids, pricing submissions, and supporting documentation
Monitor account performance and address retention or profitability concerns
Ensure communications are accurate, professional, timely, and compliant with contractual obligations

Government Account Management & Solicitations

Manage assigned federal, state, local, and municipal government accounts
Monitor contracts, pricing structures, reporting requirements, and expiration dates
Research and identify procurement opportunities
Respond to RFPs, RFQs, IFBs, bid invitations, renewals, and related solicitations
Review solicitation requirements, qualifications, pricing, contractual requirements, and submission instructions
Track pre-bid activities, amendments, deadlines, presentations, and anticipated award dates
Coordinate with internal departments to gather required information
Prepare complete and accurate bid submissions
Maintain records of bids, awards, losses, contracts, and future opportunities

Commercial Opportunities

Support commercial business opportunities as assigned
Prepare commercial proposals and pricing submissions
Review customer requirements and service needs
Assist with customer presentations and follow-up activities
Coordinate opportunities with Sales leadership
Support transition of awarded opportunities into active customer accounts
Provide account-management coverage when needed

Pricing & Revenue Management

Identify accounts requiring pricing review or adjustment
Review pricing against contract terms, service requirements, account history, and company pricing standards
Prepare and communicate approved price increases
Manage pricing objections and negotiations
Identify outdated or below-market pricing
Coordinate pricing strategies with Sales leadership
Protect and grow recurring revenue within the assigned portfolio

Revenue & Profitability Analysis

Monitor customer revenue and identify significant trends or changes
Review revenue by customer, contract, location, or service line
Identify growth, retention, and profitability opportunities
Analyze the impact of pricing changes, renewals, service modifications, and cancellations
Evaluate revenue against operational and service costs
Identify underperforming accounts, services, or locations
Review proposed pricing, renewals, and bids for profitability concerns
Provide reports, forecasts, and recommendations to management
Support pricing and account-management decisions through financial analysis

Contract Management & Compliance

Review and interpret customer agreements, government contracts, amendments, pricing schedules, renewals, extensions, purchase orders, and related documents
Monitor contractual obligations, reporting requirements, deadlines, pricing terms, and renewal dates
Ensure customer accounts are administered in accordance with contractual requirements
Maintain complete contract records and supporting documentation
Verify contractual requirements before communicating customer obligations
Escalate sensitive or unclear contractual matters to management
Coordinate internally to ensure contractual commitments are met

Contract Renewals & Customer Retention

Monitor contract expiration and renewal dates
Initiate renewal discussions in advance of expiration
Prepare renewal proposals and pricing recommendations
Negotiate renewals within approved guidelines
Identify customers at risk of cancellation or non-renewal
Develop retention strategies with Sales leadership
Document renewal activity, pricing changes, customer decisions, and outcomes
Maintain executed agreements and amendments

Cancellation Management

Review customer agreements and applicable cancellation requirements
Determine notice periods, termination requirements, billing obligations, and related contract provisions
Discuss cancellation reasons with customers and attempt retention where appropriate
Evaluate approved retention options, including pricing or service adjustments
Escalate retention opportunities to Sales leadershipProcess cancellations in accordance with company procedures and contract terms
Coordinate service termination, equipment removal, and final billing requirements
Document retention efforts, cancellation reasons, and final outcomes
Ensure account status is accurately reflected in company systems
Maintain professional customer relationships throughout the process

Bid & Proposal Management

Prepare and coordinate government, broker, and commercial proposals and submissions
Review requirements, forms, certifications, pricing sheets, and supporting documentation
Establish and manage internal timelines
Coordinate pricing and cost information with internal departments
Monitor amendments, addenda, and customer communications
Ensure submissions are complete, accurate, professional, and timely
Maintain records of opportunities and outcomes

Documentation & Internal Coordination
Maintain accurate records including:

Customer contact information
Contracts, amendments, and purchase orders
Pricing and service information
Contract expiration and renewal dates
Customer correspondence
Pricing, renewal, retention, and cancellation activity
Bid and solicitation records
Revenue and profitability information
Customer decisions and account changes

Additional Duties

Perform additional duties as assigned
Assist with special projects, reporting, research, account reviews, and business analysis
Participate in customer meetings, contract reviews, bid reviews, and internal meetings
Provide management with account, contract, customer, revenue, and pricing information as requested
Support cross-functional initiatives involving Sales and Account Management
Adapt to changing business priorities and operational needs

Requirements
REQUIRED SKILLS & COMPETENCIES

Strong account-management and customer relationship skills
Excellent written and verbal communication
Strong organizational and time-management abilities
Ability to read, understand, and interpret contracts and solicitation documents
Strong analytical and problem-solving abilities
Financial aptitude for revenue and profitability analysis
Strong attention to detail
Ability to manage multiple accounts, projects, and deadlines simultaneously
Strong negotiation and customer-retention skills
Professional judgment and discretion
Ability to work independently and appropriately escalat
Strong cross-functional collaboration skills
Proficiency in Microsoft Excel, Word, Outlook, Teams, and related Microsoft Office applications
Ability to research and navigate government procurement websites and bid portals
Ability to analyze spreadsheets, pricing schedules, contract data, and customer information
Ability to prepare professional bids, proposals, reports, and customer correspondence

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