Enterprise Account Manager

Ally Logistics•Grand Rapids, MI

1d•Onsite

About The Position

The Enterprise Account Manager is responsible for owning the end-to-end customer experience and day-to-day relationship for Ally's enterprise partnerships. This role serves as the primary customer-facing point of contact, ensuring consistent communication, reliable execution, and continuous relationship growth. Over time, the Enterprise Account Manager will build profitable account teams to support the long-term growth goals and objectives for each account, taking early ownership of high-volume opportunities and working closely with the Enterprise Team to develop and implement a strategy for future account support. Success on an account is defined by achieving sustainable profitability on a significant share of wallet, supported by a well-trained, humble, disciplined, and cost-effective support team. Achieving this outcome requires serving as both Account Manager and Account Assistant, supporting the development and launch of Enterprise accounts, creating SOPs, and managing delegation and resource-building as account relationships expand. Macro success in this role is building and overseeing a portfolio of successful Enterprise accounts. It also includes building rock-solid trust with peers and leaders, and active participation and ownership in building out 'The Ally Way' as it pertains to Account and related people development. The account vertical focus is on converted accounts within the Ally Sales Team, with a current pipeline focused on high-volume Enterprise shippers.

Requirements

5+ years of 3PL industry experience
Strong multi-tasker with the ability to problem solve
Strong written and verbal communication skills, with the ability to thrive in a fast-paced, high-energy environment
Detailed oriented
Alignment with Ally’s #HUSTLE values
Coachable

Responsibilities

Serve as the primary point of contact for assigned enterprise accounts, owning the overall customer relationship and daily engagement
Build and maintain strong, professional relationships with key decision makers and stakeholders across multiple customer functions
Proactively communicate shipment updates, service changes, and operational impacts
Anticipate customer needs and adjust priorities to align with expectations
Represent Ally as a reliable, solutions-oriented partner focused on consistency and execution
Develop, propose, and implement strategic plans to manage and grow accounts
Champion and develop new or pivoted accounts brought on by the Ally Sales Team
Steer RFP strategy, maintain service quality, and preserve relationship continuity on supported accounts
Collaborate with the Enterprise Team on account development plans, including travel, SOP creation, relationship building, and new target prospects
Review new and upcoming accounts and own transitions to future account collaborators
Prioritize account efficiency through incorporating technology
Provide proactive and reactive updates regarding load status, delays, and service exceptions
Manage escalated situations with urgency, professionalism, and a solutions-first mindset
Act as the customer's internal advocate by coordinating with operations, coverage, and support teams
Ensure all customer communication is clear, accurate, and well written
Lead direction in escalated situations with customers and aid in providing solutions
Partner closely with operations to ensure loads are scheduled, built, and executed on time
Align Account Associates and Coordinators on account-specific requirements and expectations
Assist with coverage of time-sensitive or high-priority loads when needed
Ensure timely load closure, documentation, and follow-up
Communicate potential issues and concerns with the operations team
Set weekly check-ins with Enterprise Team and Account Support
Develop and create customer SOPs for future transitions
Lead the coaching and development of account support team members
Build profitable account teams to support long-term growth of each account
Effectively communicate team needs to leadership
Support teammates and operations during critical situations
Monitor service performance and identify trends impacting accounts
Provide feedback to internal teams to improve execution and reduce recurring issues
Participate in reviews and initiatives focused on service improvement and account stability
Demonstrate ownership and accountability for assigned enterprise accounts
Maintain flexibility and composure during escalations or peak-volume periods
Build rock-solid trust with peers and leaders across the organization
Contribute to 'The Ally Way' as it pertains to account and people development
Respond to customer communications after hours or on weekends as required

Benefits

Health / Dental / Vision Insurance Plans
401K Plan with Employer Match
Life Insurance Plan (100% employer paid)
PTO Plan (3 weeks PTO for new employees, grows with tenure)
6 paid holidays
Paid Parental Leave
Free professional coaching through Boon Health
Baby-feeding support and on-site Lounge through Pumpspotting
Comprehensive training program
Commitment to defend employees who have signed predatory non-competes (Learn more here)
Ongoing, in-house professional development
In-office gym complete with strength and cardio equipment as well as Peloton bikes
On-site snack machine
On-site golf simulator