Freight Forwarder, Ocean Importer, McAllen, Air & Sea US

DSV • McAllen, TX

2d • Onsite

About The Position

The House Account Retention Manager is responsible for managing and nurturing relationships with key clients (house accounts) to ensure long-term satisfaction, retention, and growth. This role requires a deep understanding of customer needs, proactive communication, and a strategic approach to building lasting partnerships. The House Account Retention Manager will work closely with cross-functional teams to deliver exceptional service and align client expectations with company offerings.

Requirements

• 3-5 years of experience in account management, customer success, or a related role, ideally in a B2B environment.
• Proven track record of maintaining and growing client relationships, with a focus on retention and customer satisfaction.
• Ability to perform basic mathematical calculations, such as calculating costs and rates
• Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Problem-solving mindset with the ability to manage and resolve client concerns effectively.
• Excellent organizational skills and ability to manage multiple client accounts simultaneously.
• Strong analytical skills to measure client health and develop actionable insights.
• Fluency in English is required
• Proficiency in Microsoft Office Suite

Nice To Haves

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field
• Knowledge of additional languages is a plus
• Experience with logistics software and systems is preferred

Responsibilities

• Serve as the main point of contact for house accounts, building and maintaining strong, long-term relationships with key decision-makers.
• Monitor client health, ensuring satisfaction and identifying opportunities for growth, risk, or upsell.
• Develop personalized retention strategies for each account, understanding their unique needs, business goals, and challenges.
• Proactively reach out to clients for regular check-ins, ensuring ongoing value from services/products.
• Address and resolve client concerns, collaborating with internal teams to ensure swift and effective solutions.
• Anticipate client needs and recommend tailored solutions to maximize the client experience.
• Develop and execute strategies to increase client retention and reduce churn, including offering proactive support and regular business reviews.
• Work closely with the sales team to identify at-risk accounts and implement retention measures to prevent account loss.
• Identify expansion opportunities within existing accounts and collaborate with sales to upsell or cross-sell additional services/products.
• Track and analyze client metrics (e.g., satisfaction, renewal rates, product usage) to identify trends and areas for improvement.
• Provide regular reports on client health, retention efforts, and KPIs to senior management.
• Work closely with the Customer Support, Sales, and Product teams to ensure alignment on client goals, resolve issues, and execute improvement initiatives.
• Participate in internal meetings to provide insights into client needs and potential enhancements to products/services.
• Assist in onboarding new house accounts, providing necessary training, resources, and support for a smooth transition.
• Educate clients on product features, best practices, and upcoming features to maximize value.
• Gather feedback from clients and provide actionable insights to product and marketing teams to help improve the customer experience.
• Serve as an internal advocate for clients, helping shape company offerings based on client needs and feedback.

Benefits

• DSV Air & Sea Inc. employees are hired for an undefined period of time as “at will” employees.
• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.
• Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level