Account Manager

Orca Intelligence•London, ON

10d•CA$55,000 - CA$65,000

About The Position

The Account Manager serves as the primary operational contact for assigned enterprise clients (Tier 3-4), responsible for day-to-day account management, SOP maintenance, and coordination across internal teams. The role owns client communication cadence, performance reporting, and issue resolution within Orca’s freight auditing platform. Operating across Account Management, Analytics, and System Operations teams, the Account Manager ensures audit accuracy, timely deliverables, and measurable client outcomes including savings realization and carrier trend visibility.

Requirements

1–2 years of experience working directly with customers or clients in an account management, customer success, or operations role.
Post-secondary education in business, logistics, supply chain management, or a related field; equivalent experience considered.
Moderate proficiency in Microsoft Excel (pivot tables, lookups, basic data analysis).
Familiarity with CRM platforms and reporting tools.

Nice To Haves

Experience in transportation and logistics is considered an asset.
Experience with freight audit, TMS, or ERP systems is an asset.

Responsibilities

Develop and maintain relationships with key client stakeholders to understand their business goals, challenges, and operational requirements.
Serve as the primary point of contact for assigned client accounts, managing all routine communication and status updates.
Oversee the production and cadence of monthly and quarterly performance reports, including savings, audit accuracy, carrier trends, and exceptions.
Facilitate client and carrier calls and meetings; document agendas, minutes, follow-up actions, and drive issues to resolution.
Provide timely and accurate responses to client inquiries, troubleshoot issues, and coordinate solutions across internal teams.
Maintain and update client SOPs, ensuring documentation reflects current processes and requirements.
Utilize CRM and internal tools to manage account activity, track KPIs, and derive insights on client performance.
Collaborate with internal teams (Project Management, Analytics, System Operations) to resolve complex problems and improve client experience.
Maintain accounts to all KPI standards to ensure high client satisfaction and retention.
Proactively identify and anticipate client needs before escalation, recommending appropriate solutions.
Escalate strategic, commercial, or complex operational issues to the Senior Account Manager or Client Experience Manager as appropriate.
Other projects, duties and initiatives as assigned.